Notes

Outline

AIN System Development: A Customer-Centered Approach James T. Smith Briefing to GTE Laboratories

ABSTRACT An Architecture Which Places the Customer as the Focus Of All Service Design, Development, Deployment, & Management Several Technologies from the Field of Distributed Artificial Intelligence Are Integrated & Leveraged with Far-Reaching Consequences

The One-Size-Fits-One Product In the old days--about three or four years ago--we consumers asked the companies we did business with for higher quality and greater responsiveness.  They did not let us down. Today, however, responsiveness and quality no longer guarantee that consumers will be loyal to those we do business with.  Aware that companies will give us what we want, we’re asking for more, and that “more” is flexibility. We want them to give us what we want, not what they want to give us. Flexibility means we’re looking for companies to treat us as individuals and not like members of the herd. Gary Heil & Tom Parker, “One Size No Longer Fits All,” Information Week, 27 Feb 95, p. 112

The Customer Revolution As they did with responsiveness and quality, businesses of all types and sizes have heeded the call and are giving customers the opportunity to have it their way. At one time we were satisfied with a one-size-fits-all product or service; now we want businesses to bend to our will. On a rational level, this means we’re more insistent that a product meet our special needs. Information and new technology are at the heart of the move toward customizing service. Gary Heil, Tom Parker, & Rick Tate, Leadership And The Customer Revolution, Van Nostrand Reinhold, 1995

Listen to Your Customers Customers today expect greater variety and customization, more sophisticated product features, and better service. In response, savvy marketers are shifting from a traditional “make and sell” approach to a knowledge-intensive “sense-and-service” strategy. Raw data is transformed into information and, through the use of sophisticated tools and educated users, converted into useful knowledge. Information systems can impose greater structure on a customer-service process, which offers the potential for greater management control and impressive efficiencies. But too much structure can result in rigid operating procedures that run counter to customer expectations of reasonable flexibility. James Cash, “Listen to Your Customers,” Information Week, 27-Feb-95, p. 108

Gaining Customer Loyalty The Ritz-Carlton Hotel Co. exemplifies the value of orchestrating processes, systems, structures, information technology, and people.  All work in concert to support a strategy of providing customized, personal, high-level services to guests of the company’s hotels. The Ritz vision for IT, explained in a recent Harvard Business School case study, “The Ritz-Carlton: Using Information Systems to Better Serve The Customer,” focuses on turning guest preference data into actionable information.  Such information is available to each employee, who can use it to provide a more personal level of service. The result:  In July 1994, Consumer Reports rated the Ritz-Carlton first among luxury hotels. James Cash, “Gaining Customer Loyalty,” Information Week, 10-Apr-95, p. 108

Customer-Centered = Problem-Centered Network’s Solution-Space AIN Call Models Evolve & Service Implementations Are Modified Customer’s Problem-Space Semantics of Service Context and Behavior for the Customer’s Management Must Remain Consistent

Problems with Current Approaches Cumbersome Service Management Interfaces Designer-Centered  v. Customer-Centered Organization Duplication  v. Synergism of Service Information

Problems with Current Approaches Cumbersome Service Management Interfaces Many Services Available Today Are Not Used by the Customer Not Because the Services Are Not Useful But Because They Are Too Difficult or Awkward for the Customer to Manage or Operate

Problems with Current Approaches Designer-Centered  v. Customer-Centered Organization Services Designed from the Call-Model Up  v. from the Customer View Down Service Management Is a ‘Window’ into the Service Implementation Emphasis on Procedural Implementation v. Declarative Functionality of the Service

Designer-Centered v. Customer-Centered A Simple Implementation Example Currently Manage Lists of Numbers Maps Naturally to the Service Designer’s Solution Should Manage lists of Parties, i.e., Names To Whom Telephone Numbers, Email ID’s, etc. May Be Associated ‘Phonebook’ of ALL Customer Contacts Customer & Problem Centered Implementation Approach

Problems with Current Approaches Duplication v. Synergism of Service Information Each Service Designed Independently of All Others Need of the Same or Complementary Information by Multiple Services Example — a Number Added to One Service List Must Be Removed from Another

Synergism of Service Information Customer Information Should Be Entered & Managed In Customer’s Problem-Centered Terms One Logical Time [One Place] Only In a Consistent Manner [Whatever the UI] Independent of: Which, How Many, or What Types of Services Are Subscribed Which Do or Could Depend Upon that Information

Top-Level Service Management & Delivery Information & Processing Customer-Specific Service Subscription Customer Context Service Context AIN System-Specific Service Description Service Management Service Control Loop

Top-Level Service Management & Delivery Administration Manager [AM] Controls Customer’s Modification & Management of Information To Maximize Benefit of Positive Feature Interactions, To Minimize Negative Interactions Feature Manager [FM] Controls & Manages Real-Time Execution of the Customer’s Services As Configured by the Customer’s AM

Customer-Centered Profiles

Customer Service Profile: Spreadsheet Form

Far-Reaching Consequences of this Design Customer-Centered Service Management User Interface Synergism User Information Synergism Normalized Information & Processing Symbolic Declarative Information Flexible Intelligent Processing Strategy Information Abstraction & Late-Binding Feature Interaction & Negotiation Management

Customer-Centered Service Management The Customer Uses Terms that Are Meaningful to Him To Interact with Service Management To Organize and Manage Information At a Declarative Problem-Statement Level Independent of the Procedural Implementations of those Services

User Interface Synergism Consistent ‘Look-n-Feel’ Across All User Interfaces & Paradigms Symbolic Label — Multiple Interface Representations e.g., Textual ‘Family,’  Verbal ‘Family,’ &  Icon ‘Family’ Traditional DTMF, PC, GUI Interfaces Multi-Lingual Natural Language Interfaces

User Information Synergism All Customer-Providable Information Should Be Entered & Managed In Customer-Centered Terms In a Consistent Manner Independent of UI Once — per Item Update Independent of Which, How Many, or What Types of Services Are Subscribed Which Do or Could Depend Upon that Information

Normalized Information & Processing Vertically Normalize the Management of Each Synergized Information Type Encapsulate the Representation & Processing of Each Information Type Plug-n-Play Model of Information Management and Usage The Management & Use of Each Type of Plug-n-Play Information Is a Distinct Subscribable Capability

Symbolic Declarative Information Symbolic Entities & Statements Independent of Their Underlying Representations and Implementations Express What Service Behavior or Activity Is Desired by the Customer Problem-Centered Rather than Solution-Centered

Flexible Intelligent Processing Strategy Symbolic Declarative Representation Neutral to Specific Service Features Provides Basis for Unlimited Flexibility Applied to Many Different Applications Utilized in Different Ways [Purposes] under Different Circumstances Only the Customer’s ‘What’ Is Specified ‘When’ & ‘How’ Resolution Are Determined by the Network

Information Abstraction & Late Binding Applicable to ALL Network Elements Horizontal Layers of Abstraction Symbolic Information at Each Layer Declarative Abstraction [Model] of Processing [Procedures] of Lower Layers Different [Real-Time] Circumstances Applicable to Different Requirements Mapped to Different Procedural Realizations Information Abstraction = Service Capability Reuse

Feature Interaction & Negotiation General Service Execution Customer Contexts = Preferences FM Heuristically Selects Service Context Better Matches Customer Preferences Is Compatible with System States and Capabilities FM Utilizes Customer & System Preferences Negotiate Behavior to Be Delivered Provide Acceptable Behavior to Involved Parties Meaningful Degradation of Services

Far-Reaching Consequences of this Design Customer-Centered Service Management User Interface Synergism User Information Synergism Normalized Information & Processing Symbolic Declarative Information Flexible Intelligent Processing Strategy Information Abstraction & Late-Binding Feature Interaction & Negotiation Management

Customer-Centered Service Management The Customer Uses Terms that Are Meaningful to Him To Interact with Service Management To Organize and Manage Information At a Declarative Problem-Statement Level Independent of the Procedural Implementations of those Services

Customer-Centered Service Management Customer-Meaningful Terminology — Information Abstraction Customer-Defined Terms Examples — ‘OfficeHours,’  ‘MyOffice,’  ‘Family,’  ‘DoNotDisturb,’  ‘InMeeting’ System-Defined Terms Examples — ‘TeleMail,’  ‘MailBox,’  ‘Alert,’  ‘Busy,’  ‘ForwardCall’

Customer-Meaningful Terminology Only Declarative Statements of What the Customer’s Problem Is No Procedural Statements of How to Achieve a Solution

Customer-Centered Label System Facilitate Customer-Centered Management of Services Assignment of Logical Names for Easy Reference & Recall Abstract User Interface Information from Its Underlying Representations Symbolic Rather than Direct Manipulation of Information

Customer-Centered = Problem-Centered Customer’s Service Problems Specification of Service Context and Behavior Should Remain Consistent Customer’s Problem Statement Should Be Invariant to Service Designer’s Solutions Service Designer’s Solutions AIN Call-Models. etc. Will Evolve, and Implementations Will Be Modified Mappings of Problems to Solutions Re-Interpreted, Re-Evaluated, Updated

Customer Service Profile: Spreadsheet Form

Far-Reaching Consequences of this Design Customer-Centered Service Management User Interface Synergism User Information Synergism Normalized Information & Processing Symbolic Declarative Information Flexible Intelligent Processing Strategy Information Abstraction & Late-Binding Feature Interaction & Negotiation Management

User Interface Synergism Consistent ‘Look-n-Feel’ Across All User Interfaces & Paradigms Symbolic Label — Multiple Interface Representations e.g., Textual ‘Family,’  Verbal ‘Family,’ &  Icon ‘Family’ Traditional DTMF, PC, GUI Interfaces Multi-Lingual Natural Language Interfaces

Consistency Across All User Interfaces Support Multiple User Interfaces Multiple Access Methods Supported Examples — DTMF, Voice-Activation, ADSI Terminal, Windows PC, Macintosh Extendible as New UI’s Are Developed Example — Icons for GUI’s for PC’s, & PIC’s for Video Phones PC’s All Interfaces Are Created Equal Example — Configurable F5 Key on a PC Matched with Configurable #5 of DTMF Phone

Consistency Across All Interfaces Pseudo-Natural Language Interface-Neutral Interaction Model Provides Framework for Customer Expression User-Specific Grammar & Vocabulary Subscribed Service Capabilities Define Domain of Permissible Statement Types Mappable to Each User Interface Consistent Navigation Rules Across DTMF, IVR’s, PC Menu’s, etc. Encapsulatable in other Applications

Example Usage of the Label System English-like Natural-Language UI Add Johnny to Friends New Individual MyFax 214-718-6398 If Work And RcvFax, Then Fwd2 MyFax And Page MyPager New Service MailPage Is VoiceMail And Page If Boss And TimeOut, Then MailPage MyVMail And MyPager

Example Usage of the Label System Spanish-like Natural-Language UI Anadir Juan A Amigos Persona Nueva MiFax 214-718-6398 Si Trabajo Y RcvFax Entonces Transferir MyFax Y Page MiBeeper Servicio Nuevo CorreoBeeper Es Correo Audio Y Beeper Si Jefe Y TempoExpirar Entonces CorreoBeeper MiCorreoAudio Y MiBeeper by Ricardo A. Negrette

Label-Centered = Customer-Centered Focal Point of Customer Interaction’s with & Management of Services

Far-Reaching Consequences of this Design Customer-Centered Service Management User Interface Synergism User Information Synergism Normalized Information & Processing Symbolic Declarative Information Flexible Intelligent Processing Strategy Information Abstraction & Late-Binding Feature Interaction & Negotiation Management

User Information Synergism All Customer-Providable Information Should Be Entered & Managed In Customer-Centered Terms In a Consistent Manner Independent of UI Once [per Item Update] Independent of Which, How Many, or What Types of Services Are Subscribed Which Do or Could Depend Upon that Information

Customer-Centered Information Synergism Customer-Centered Organization of Information Much Customer-Entered Information May Be Applicable to Many Services Express Such Information in a Service-Neutral Manner Apply this Information Consistently to Provision All the Customer’s Services

Customer-Centered Information Synergism Customer PIM -- Personal Information Manager Customer Context Profile — Contains Customer-Defined Information Identifies -- Who, When, Where, Why Customer Content Profile — [Futuristic] Content Attributes -- FAX, Movie, E-Mail Service Context Profile — Associates this Information with Subscribed Services What to Do — Whenever, Whoever, Whatever

Customer-Centered Profiles

Far-Reaching Consequences of this Design Customer-Centered Service Management User Interface Synergism User Information Synergism Normalized Information & Processing Symbolic Declarative Information Flexible Intelligent Processing Strategy Information Abstraction & Late-Binding Feature Interaction & Negotiation Management

Normalized Information & Processing Vertically Normalize the Management of Each Synergized Information Type Encapsulate the Representation & Processing of Each Information Type Plug-n-Play Model of Information Management and Usage The Management & Use of Each Type of Plug-n-Play Information Is a Distinct Subscribable Capability

Independent Information Capabilities Examples of Independent Information Types Temporal — Daytimer Personal — Phonebook Customer State — ‘Involved,’ ‘Leisure’ Content — Voicemail & Email Messages, Multi-Media Data Streams

Service-Driven v. Capability-Driven Traditional Service-Driven View Tight [Hardcoded] Integration of Service Interdependences by Service Designer Blurring of Independent Capabilities within the Application Service Object-Model Is one of Inheritance White-Box Interdependences NOT Plug-n-Play

Service-Driven v. Capability-Driven New Capabilities-Driven View Independent Building-Blocks from Which Customer May Customize Desired Service Behavior Object-Model Is One of Delegation Black-Box Independences Use Plug-n-Play Capabilities

SIB’s Service Independent Building Blocks SIC’s -- Service Independent Capabilities Example -- the DayTimer Is Completely Independent of the PhoneBook Plug-n-Play Capabilities One DayTimer Interchangeable for Another Independent of All other Customer Chosen Capabilities and Services Brand-Name v. Generic Implementations of Capabilities

Customer Service Profile: Spreadsheet Form

Far-Reaching Consequences of this Design Customer-Centered Service Management User Interface Synergism User Information Synergism Normalized Information & Processing Symbolic Declarative Information Flexible Intelligent Processing Strategy Information Abstraction & Late-Binding Feature Interaction & Negotiation Management

Symbolic Declarative Information Symbolic Entities & Statements Independent of Their Underlying Representations and Implementations Express What Service Behavior or Activity Is Desired by the Customer Problem-Centered Rather than Solution-Centered

Phone Number = Telephony Symbol Phone Number Is a Universal Symbol Has Multiple Implementations Rotary Dialer, Touch-Tone Keypad Pulse-Dialed, DTMF, etc. BCD-encoded, ASCII-string, Binary, etc. Overloaded for Multiple Meanings Caller-ID -- Who Is Calling, NOT What Device 800, 500-like Services, ‘500-CALL-GTE’ Black-Box Processing by the Network Has Universal Meaning to the User

Extending the Set of Telephony Symbols One Number Corresponds to One Symbolic Statement No Longer Rich Enough User Interface Extension of Telephony Symbolics IF Nancy CALLS,  DURING WorkHours, SEND2 Secretary DURING WorkHours,  IF Nancy CALLS, SEND2 Secretary SEND2 Secretary,  DURING WorkHours,      IF Nancy CALLS

Declarative v. Procedural Knowledge Declarative Knowledge Encoded in Passive Data Structures Distinct from the Procedures that Implement that Knowledge Procedural Knowledge Encapsulated, or Compiled, into the Procedures that Implement It Ultimately — a Trade-off What to Encode & What to Compile ?

A Better Knowledge Paradigm Bi-Model Knowledge Incremental Compilation of Knowledge Duality — Compiled & Interpreted Forms One-to-Many — One Declaration May Have Many Procedural Implementations Analogies of this Paradigm Floating-Point in Hardware & Software Object-Code & Source Code Libraries Plug-n-Play Components (H/W & S/W)

Declarative Customer Service Context Symbolic Interpretation of Meaning Independent of the Implementations of these Symbolic Entities ‘DURING WorkHours’ Is Independent of the Implementation of the Customer’s Daytimer Customer’s Desires Are Preserved BUT No Longer Hardcoded [Bound] to a Particular Implementation or Technology The Network Intelligently Understands & Processes the Customer’s Desires

Customer Service Profile: Spreadsheet Form

Symbolic Abstract Reasoning Symbolic Analysis of the Spreadsheet Form of the Service Context Profile Independent of their Implementations Five Service Contexts Share the Common Time Period: ‘Office’ Two Involve the Customer State: ‘Lunch’ Three Involve the System State: ‘Busy’ One Each Are Particular to the ‘Boss’ & the ‘Secretary’ The Other Defaults to ‘ANY’ [*] Customer State & Calling Party

Far-Reaching Consequences of this Design Customer-Centered Service Management User Interface Synergism User Information Synergism Normalized Information & Processing Symbolic Declarative Information Flexible Intelligent Processing Strategy Information Abstraction & Late-Binding Feature Interaction & Negotiation Management

Flexible Intelligent Processing Strategy Symbolic Declarative Representation Neutral to Specific Service Features Provides Basis for Unlimited Flexibility Applied to Many Different Applications Utilized in Different Ways [Purposes] under Different Circumstances Only the Customer’s ‘What’ Is Specified ‘When’ & ‘How’ Resolution Are Performed by the Network

Domains of Intelligent Flexibility Parallel & Distributed Processing Facilitated by the Normalization of Information Types Static Analysis & Feedback Select Specific Processing Strategies Directed Real-Time Processing to Yield a Better Performance Fault-Tolerant Behavior Real-Time Re-Evaluation & Adaptation

Support of Parallel Distributed Processing Facilitated by the Normalization of Information Types Daytimer, Phonebook, Customer States, System States, etc. Are Independently Managed Service Context Profile Maintains Their Factored Nature They May Be Processed in Parallel The Results from One Area Can Focus Processing of the Others

Static Analysis & Feedback Adaptation Analysis & Feedback Source & Usage Feedback from Billing & Usage Systems for Prediction of Future Expected Use Adapt to [Learn] the Customer’s Preferences Capture Implicit Customer Characteristics [This Is Applicable to Marketing ! ] Organize Profile Information -- Improve Real-Time Performance & Customer Satisfaction Consider Most Likely [to Occur] Consider [Customer] Preferred Cases

Directed Real-Time Processing Many Possible Real-Time Strategies Compile Integrated Customer-Specific Decision-Graphs from Static Analysis & Declarative Customer Service Management Compile Each Capability Independently Daytimer Distinct from Phonebook, etc. General Rule-Engine Compile Compile Symbolic Links Real-Time Variations of RETE, TREAT, etc.

Real-Time Compilation Strategies Procedural Compilation Compiles the Information Along with Its Representation Suppresses Original Symbolic Knowledge Artificially Reorganizes & Restructures Declarative Compilation Compiles the Representation But NOT the Information Preserves Original Symbolic Knowledge Natural Factorization -- an Example

INC-2 Service Specification

INC-2 Service Specification

INC-2 Service Specification

INC-2 Service Specification

Far-Reaching Consequences of this Design Customer-Centered Service Management User Interface Synergism User Information Synergism Normalized Information & Processing Symbolic Declarative Information Flexible Intelligent Processing Strategy Information Abstraction & Late-Binding Feature Interaction & Negotiation Management

Information Abstraction & Late Binding Applicable to ALL Network Elements Horizontal Layers of Abstraction Symbolic Information at Each Layer Declarative Abstraction [Model] of Processing [Procedures] of Lower Layers Different [Real-Time] Circumstances Applicable to Different Requirements Mapped to Different Procedural Realizations Information Abstraction = Service Capability Reuse Run-Time Rather than Compiled Reuse

Bi-Model Layers of Abstraction Information Duality of Each Layer of Abstraction -- Recursive Downward Encoded Declarative Self-Knowledge Compiled Procedural Functionality Bi-Model Functionality Incremental Compilation of Knowledge Natural Factorization One-to-Many One Declarative Description May Map to Many Possible Procedural Implementations

Information Abstraction & Late Binding Realization of Symbolic Information Subject to Real-Time Circumstances Evolves in Response to Changes by Customer or Technology Example:  ‘Alert Loud’ & ‘Alert Quiet’ Dependent upon Available Resources Buzzing Beeper  v.  Blinking Screen Dependent on Customer Circumstances Hearing Impaired,  Personal Preferences

Service Description Profile Comprehensive Declarative View AIN System Features & Capabilities Their Applicability [Heuristics] to Various Categories of Customer Problems Example: Active Alerting -- Providable by Distinctive Ringing, Paging, Character Generator [TV] Passive Alerting -- Providable by Email, Voicemail, Distinctive Dial Tone Caller Identification -- Providable by ANI, PIN, VoicePrint, Retina Scan

Service Management Profile Declarative to Procedural Mapping Associates Declaratively Described Features & Capabilities Their Procedural Realizations in the AIN Specific Platforms,  Specific Resources,  Specific Conditions,  etc. Example:  Access to [Support for] Distinctive Ringing?  Paging ?  Email ?  ANI ? Voicemail ?  Distinctive Dial Tone ?  PIN ?

The Various Context Profiles Information Consists of Symbolic Patterns Meanings May Be Directly Determined e.g., Resolution of ‘WorkHours,’ ‘MyFamily’ Meanings May Be Indirectly Inferred e.g., Inference of ‘Alert Loud,’ ‘Alert Quietly,’ ‘ID-Caller’ Heuristics May Be Applied to Deduce Secondary Relationships e.g., Preference to More Specific Context

Intelligent Entities — Self-Awareness An Intelligent Entity Understands Its Functions Can Evaluate Alternate Approaches Can Explain Itself — Intentions & Actions Compiled Automatic [Routine] Responses Can Innovate — Adapt & Apply Non-Routine Approaches Guided By Heuristics — ‘Rules of Thumb’ about General Approaches, etc.

Normal v. Abnormal Circumstances General Processing Heuristics Under Normal Circumstances Behavior Delivered as Requested Compiled Procedural Approaches Self-Knowledge May Not Be Needed Under Abnormal Circumstances Behavior NOT Delivered as Requested Feature Interaction & Negotiation Mgt — Intelligently Provide Acceptable Behavior

Far-Reaching Consequences of this Design Customer-Centered Service Management User Interface Synergism User Information Synergism Normalized Information & Processing Symbolic Declarative Information Flexible Intelligent Processing Strategy Information Abstraction & Late-Binding Feature Interaction & Negotiation Management

Feature Interaction & Negotiation General Service Execution Customer Contexts = Preferences FM Heuristically Selects Service Context Better Matches Customer Preferences Is Compatible with System States and Capabilities FM’s Utilize Customers’ & Systems’ Preferences Negotiate Behavior to Be Delivered Provide Acceptable Behavior to Involved Parties

Undesirable Feature Interactions Single-Customer Interactions Example:  Call-Forwarding  v. Call-Waiting Solution:  Provide Capability to Identify Preferences for Different Contexts Result:  Interaction  =>  Coordination Multi-Customer Interactions Example:  Caller-ID  v. Call-Blocking Solution: Provide Capability to Negotiate Acceptable Compromises Result:  Impasse  =>  Negotiation

Negotiation — Defined Negotiation — Iterative Process Announcement — Pose Need to Other Entities Bid — Receive Offers from Responders Award — Accept Best Offer of Assistance Variations in the Process Counter-Offers Teaming & Coordination Subcontracting — Secondary Negotiations

Negotiation Characteristics Fundamental Components Exchange of Information Evaluation of Exchanged Information Final Agreement Preparation for Negotiation Absolute Bounds Compromise Fall-Back Positions Evaluation Criteria

Examples of Negotiation in the Network Types of Simple Negotiation Credit-Card Calling — Trust Me ! Collect Calling — Will You Accept ? Person-to-Person — No One But You ! Cellular Roaming Plans Parties Involved in Negotiation Between Calling Parties Between Calling Party & the Network Between Networks

Multi-Customer Feature Negotiation Goal of this Process Secure Acceptable Service Behavior As Satisfactory As Possible Avoid Behaviors Unsatisfactory in Context Criteria:  Behavior, Quality, Cost, etc. Leverage Concepts Previously Discussed Symbolic Declarative Constructs of Customer’s Service Administration Self-Knowledge Incorporated within AIN Features & Capabilities Feature Manager  =>  Negotiation Agent

Negotiation Infrastructure Symbolic Declarative Taxonomies Customer Requirements Privacy,  Alerting,  Security AIN Feature & Capabilities Call-Blocking,  Caller-ID,  PIN-Screening Associate Requirements & Capabilities Privacy  => Call-Blocking Alerting  => Caller-ID Security => PIN-Screening

Negotiation Infrastructure Taxonomies & Cross-Reference Requirements Should Reflect Logical Patterns From Abstract Generic to Concete Specific Alert,  Alert Quietly,  Alert Quietly w/ Pager LCD, ... Acquaintances, Friends,  Close Friends,  Johnny Directly v. Analogously [Heuristically] Related Messaging [Email] Is a Form of Passive Alerting

Feature Negotiation Heuristics Satisfy the Request At a Level of Specificity >= the Request At a Level of Specificity < the Request Based on a Subset of the Request Based on Economical [Cost, Resource, etc.] Generalization of Solution Based on Any Generalization of Solution Based on Any Generalization of Request ...

Feature Negotiation => Mediated Access Inter-SCP Feature Negotiation Between the Customer’s Resident SCP & that at the POP

Current Development of this AIN System Have Developed Prototypes & Demos Customer-Specific Components Realty World Have Developed Requirements for the Commercial Versions Incrementally Incorporate These Concepts Commercialization of Realty World Currently Implementing Systems GTE Developed; R&D w/ ISCP & AI-Net Telecom’95 in Geneva, Switzerland

Future Goals & Developments Ubiquitous Application of these Customer-Centered Design Concepts Re-Engineering of the Total Service Delivery Process Service Marketing Service Management Service Creation Service Execution Support Functions