TY - CHAP
T1 - An adherence support framework for service delivery in customer life cycle management
AU - Wickramasinghe, Leelani
AU - Guttmann, Christian
AU - Georgeff, Michael
AU - Thomas, Ian
AU - Schmidt, Heinz
PY - 2011
Y1 - 2011
N2 - In customer life cycle management, service providers are expected to deliver services to meet customer objectives in a manner governed by some contract or agreement. When human agents are involved as contract parties (either as customers or service providers), service delivery failures may occur as a result of changes, inconsistencies, or "deficits" in the mental attitudes of these agents (in addition to other possible changes in the service delivery environment). It may be possible to avoid such failures by monitoring the behavior of the contract parties and intervening to ensure adherence to the contractual obligations. The aim of this paper is twofold: (1) to develop a conceptual framework to model how deficits in mental attitudes can affect service delivery; and (2) to propose an adherence support architecture to reduce service delivery failures arising from such deficits. The conceptual framework is based on Bratman's notion of "future-directed intentions" and Castelfranchi's belief-based goal dynamics. The adherence support architecture introduces the notions of precursor events, mental-state recognition processes, and intervention processes and utilizes the Belief-Desire-Intention (BDI) architecture. A multi-agent implementation is carried out for chronic disease management in health care as a proof-of-concept for a complex customer care management system.
AB - In customer life cycle management, service providers are expected to deliver services to meet customer objectives in a manner governed by some contract or agreement. When human agents are involved as contract parties (either as customers or service providers), service delivery failures may occur as a result of changes, inconsistencies, or "deficits" in the mental attitudes of these agents (in addition to other possible changes in the service delivery environment). It may be possible to avoid such failures by monitoring the behavior of the contract parties and intervening to ensure adherence to the contractual obligations. The aim of this paper is twofold: (1) to develop a conceptual framework to model how deficits in mental attitudes can affect service delivery; and (2) to propose an adherence support architecture to reduce service delivery failures arising from such deficits. The conceptual framework is based on Bratman's notion of "future-directed intentions" and Castelfranchi's belief-based goal dynamics. The adherence support architecture introduces the notions of precursor events, mental-state recognition processes, and intervention processes and utilizes the Belief-Desire-Intention (BDI) architecture. A multi-agent implementation is carried out for chronic disease management in health care as a proof-of-concept for a complex customer care management system.
UR - http://www.scopus.com/inward/record.url?scp=79960016712&partnerID=8YFLogxK
U2 - 10.1007/978-3-642-21268-0_12
DO - 10.1007/978-3-642-21268-0_12
M3 - Chapter (Book)
SN - 9783642212673
VL - 6541 LNAI
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 210
EP - 229
BT - Coordination, organizations, institutions, and norms in agent systems VI
A2 - De Vos, Marina
A2 - Fornara, Nicoletta
A2 - Pitt, Jeremy V
A2 - Vouros, George
PB - Springer
CY - New York
T2 - 6th International Workshops on Coordination, Organizations, Institutions, and Norms in Agent Systems VI, COIN@MALLOW 2010
Y2 - 30 August 2010 through 30 August 2010
ER -
