Intelligent Adherence Support to Manage Contractual Relationships

• 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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