AIN System
Development:
A Customer-Centered Approach
Customer-Centered = Problem-Centered
Problems with Current Approaches
Problems with Current Approaches
Problems with Current Approaches
Designer-Centered v. Customer-Centered
Problems with Current Approaches
Synergism of Service Information
Top-Level Service Management & Delivery
Top-Level Service Management & Delivery
Customer Service Profile: Spreadsheet Form
Far-Reaching Consequences of this Design
Customer-Centered Service Management
Normalized Information & Processing
Symbolic Declarative Information
Flexible Intelligent Processing Strategy
Information Abstraction & Late Binding
Feature Interaction & Negotiation
Far-Reaching Consequences of this Design
Customer-Centered Service Management
Customer-Centered Service Management
Customer-Meaningful Terminology
Customer-Centered Label System
Customer-Centered = Problem-Centered
Customer Service Profile: Spreadsheet Form
Far-Reaching Consequences of this Design
Consistency Across All User Interfaces
Consistency Across All Interfaces
Example Usage of the Label System
Example Usage of the Label System
Label-Centered = Customer-Centered
Far-Reaching Consequences of this Design
Customer-Centered Information Synergism
Customer-Centered Information Synergism
Far-Reaching Consequences of this Design
Normalized Information & Processing
Independent Information Capabilities
Service-Driven v. Capability-Driven
Service-Driven v. Capability-Driven
SIB’s Service Independent Building Blocks
Customer Service Profile: Spreadsheet Form
Far-Reaching Consequences of this Design
Symbolic Declarative Information
Phone Number = Telephony Symbol
Extending the Set of Telephony Symbols
Declarative v. Procedural Knowledge
Declarative Customer Service Context
Customer Service Profile: Spreadsheet Form
Far-Reaching Consequences of this Design
Flexible Intelligent Processing Strategy
Domains of Intelligent Flexibility
Support of Parallel Distributed Processing
Static Analysis & Feedback Adaptation
Real-Time Compilation Strategies
Far-Reaching Consequences of this Design
Information Abstraction & Late Binding
Bi-Model Layers of Abstraction
Information Abstraction & Late Binding
Intelligent Entities — Self-Awareness
Normal v. Abnormal Circumstances
Far-Reaching Consequences of this Design
Feature Interaction & Negotiation
Undesirable Feature Interactions
Examples of Negotiation in the Network
Multi-Customer Feature Negotiation
Feature Negotiation Heuristics
Feature Negotiation => Mediated Access