Intelligent adherence support to manage contractual relationships

Christian Guttmann, Kumari Wickramasinghe, Ian Edward Thomas, Michael Georgeff, Heinz W. Schmidt

Research output: Chapter in Book/Report/Conference proceedingConference PaperResearchpeer-review

Abstract

Customer Life Cycle Management (CLCM) is concerned with the advancement of contractual relationships between customers and service providers through different stages. The aim is to eventually reach a stage where a customer is loyal to a product or an institution. To this end, CLCM involves the monitoring of contractual relationships, including the monitoring of activities that are agreed contractually. Changing objectives and uncertain environmental conditions are disruptions that can make the management of a customer life cycle difficult. Our approach aims to prevent behaviour that can jeopardise a contractual relationship. The Belief-Desire-Intention paradigm is used to describe "deficits" in a mental state model of customer and provider agents. We offer a conceptual approach that supports agents with mental deficits to adhere to agreed activities. The approach detects off-track behaviour of agents, identifies the deficit that has caused this behaviour, and applies tailored interventions to move execution back on-track. This paper shows examples of three mental state deficits of agents, and how our approach detects, monitors, and intervenes off-track behaviour.

Original languageEnglish
Title of host publicationProceedings - 2010 IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010
Pages342-345
Number of pages4
DOIs
Publication statusPublished - 2010
Event2010 3rd IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010 - Toronto, ON, Canada
Duration: 31 Aug 20103 Sep 2010

Conference

Conference2010 3rd IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010
CountryCanada
CityToronto, ON
Period31/08/103/09/10

Keywords

  • Adherence and variation support
  • Contractual relationship management
  • Customer life cycle management

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