Intelligent adherence support to manage contractual relationships

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

doi:10.1109/WI-IAT.2010.219

Intelligent adherence support to manage contractual relationships

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

School of Primary and Allied Health Care

Research output: Chapter in Book/Report/Conference proceeding › Conference Paper › Research › peer-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 language	English
Title of host publication	Proceedings - 2010 IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010
Pages	342-345
Number of pages	4
DOIs	https://doi.org/10.1109/WI-IAT.2010.219
Publication status	Published - 2010
Event	2010 3rd IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010 - Toronto, ON, Canada Duration: 31 Aug 2010 → 3 Sept 2010

Conference

Conference	2010 3rd IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010
Country/Territory	Canada
City	Toronto, ON
Period	31/08/10 → 3/09/10

Keywords

Adherence and variation support
Contractual relationship management
Customer life cycle management

Access to Document

10.1109/WI-IAT.2010.219

Cite this

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title = "Intelligent adherence support to manage contractual relationships",

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.",

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author = "Christian Guttmann and Kumari Wickramasinghe and Thomas, {Ian Edward} and Michael Georgeff and Schmidt, {Heinz W.}",

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pages = "342--345",

booktitle = "Proceedings - 2010 IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010",

note = "2010 3rd IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010 ; Conference date: 31-08-2010 Through 03-09-2010",

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Guttmann, C, Wickramasinghe, K, Thomas, IE, Georgeff, M & Schmidt, HW 2010, Intelligent adherence support to manage contractual relationships. in Proceedings - 2010 IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010., 5614615, pp. 342-345, 2010 3rd IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010, Toronto, ON, Canada, 31/08/10. https://doi.org/10.1109/WI-IAT.2010.219

Intelligent adherence support to manage contractual relationships. / Guttmann, Christian; Wickramasinghe, Kumari; Thomas, Ian Edward et al.
Proceedings - 2010 IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010. 2010. p. 342-345 5614615.

Research output: Chapter in Book/Report/Conference proceeding › Conference Paper › Research › peer-review

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AU - Wickramasinghe, Kumari

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AU - Georgeff, Michael

AU - Schmidt, Heinz W.

PY - 2010

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N2 - 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.

AB - 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.

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BT - Proceedings - 2010 IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology - Workshops, WI-IAT 2010

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Y2 - 31 August 2010 through 3 September 2010

ER -

Intelligent adherence support to manage contractual relationships

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Keywords

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