Situation-aware operation for seamless customer care

摘要

The rapid growth of broadband networks has enhanced c-business activity across the Internet. It is important to focus on customer care as well as service quality assurance. We are studying situation-aware operation for customer care using the information about network resources and the use of applications. In this paper, we propose the information model for managing networks, services and users from the viewpoint of achieving the customer care operation. This involves the management framework that can flexibly adapt to different types of applications. In addition, we describe the operation process of customer care.