CA2366194A1 - Expert system adapted dedicated internet access guidance engine - Google Patents

Abstract

An expert system adapted dedicate Internet access guidance engine. The invention allows an agent to interact with a customer and to provide selection and recommendation of data, network products and/or services for the customer. The invention allows for the use of agents of varying skill levels, including relatively low skill level, without suffering deleterious performance. The dedicated Internet access guidance engine is operable to perform selection and rating of Internet access products and/or services to provide a solution that meets the needs of a customer. The dedicated Internet access guidance engine is operable to select recommended solutions from among a number of potential solutions that may include compatible solutions.
The dedicated Internet access guidance engine is one of the underlying engines within the expert system that allows the agent to provide real time interaction with a customer and to provide a real time recommended solution to that customer.

Description

Attorney Docket No. WhisperWire-0~1R fATEl~' x' EXPERT SXS~'EiVI ADAP~"ED
pEbICA,TED INTERNET ACCESS CUrDANCE ENGINE
pESCRIPTION
1. Technical k'ield The present invention relates generally to expert system processix~; and, nnore particularly, it relates to an expert system adapted dedicated Internet access guidance engine.

2. Related Art Within conventional systems cad methods that are operable to perform product selection and xecommendation, a key limiting factor is the skill level of the agent or user wha performs the customer or client atteraction, is selling and marketing those products.
Within the scope of products, services are also envisioned as well within the context of the generic label "product."
Regardless of the industry, the skill level of the agectt in commaunicating the available products to a customer and, as is o$entixnes the case, educating the eustoxner and helping him to quantify his needs, arse limiting factors that govern the degree of effectivez~css that a particular salesperson, can achieve. Within technology areas that are more amorphous and corr.~plex, the;
limitations of salespeople is even, further connpro~onised.
There have been a number of technology areas where the availabilit3r of adequately sZcilled salespersons has been limiting to the full apping of the market. As one example, the Internet has rapidly become art indispensable system that many businesses require simply to conduct their day to day affairs. During Iateznot access blackouts within, such industries, when the access to the Interniet has been temporarily interrupted, it is evident the degree to which businesses have grown.
depeudcat on the availability and reliability of such services_ Yet, as is often the case, these are relatively few individuals wifhin the company who are able to seek adequate ~ternet services to meet the needs of their business. While there is this sometimes great limitation of sufficiently skilled individuals within customer-businesses that seek such services, ~rhen there are not ,:w Attorney bucket No. VV6isperWire-04xt PA3'ENT
su~cieutly skilled and trained salespeople, or agents, to sell those services, the problem becomes ever more complex. The 11'kelihood of a sufficient solution that will adeduately satisfy the needs of the customer is relatively low.
The conventional solutions have been geared towards training the salespeople is such situations to a level at which they can adequatel~r communicate and understand the technology that they are seeking to sell. This approach, while being effective for a particular individual once that individual is su~icie~ntly trained, is catastrophic fox an industry that has a high degree of turnover. In the example used above to illustrate the deficiency of this traditional approach, the turnover rate of ~ individuals, once ~ they have acquired a high skill level, is oftentimes I0 astronomical. There is such a 'high need for specifically trained individuals in these key technology areas that the lateral. apportunities are soInetiumes to good to pass up. Moreover, the problem is further complicated by the fact that companies in. the busiaess of selling such goods and services, namely providers, are loathe to invest a high degree of money and effort to tt~aip up their work base in light of the radical degree of turnover within the industry.
Another limitation within conventional approaches is the turn around tame simply to provide a prospective customer with'a list of available and operable options that may meet his needs. In some iadustries, given the high degreo of technical complexity, theta may be a tun around time of several weeks before a customer even gets an estimate or recommendation of products that may serve his needs. 'ibis latency is oftentimes extremely costly in terms of getting work up and nwning.
'Ihe fivstrati.on of Customers who seek such product;; and services, when.
forced. to deal with the 'all too 'often poorly qualii'xed salespeople within their given industry, leads to an intexaction that is less than effective. Clftentimes, both parxies Ieave an interaction with a high a Attorney Docket No. whf~perWlrc-04~t pAT~NT
degree of fivsttation. The conventional solutiari of simply trying to train up the sales fozoe to a suffciently high level sa as to accomplish this desired effective»ess has simply been deficiency in lig$t of many of the intrinsic limitations of the high technology indus4cies. Moreover, even within relatively low technology level industries, there is oftentimes a great deaf of "e~pett knowledge" that rr~ust or should . be acquired before making; an effective salesperson. Within these industries ss well, the limitations of the skill level, experience, and expertise of the agent (salesperson) is often the limiting factor iux the overall eveness of the solution.
. ~ . , Further limitations and disadvantages of conventional and traditional systems will become apparent to one of skill in the art through comparison. of such systems with the present invention as set forth in the remainder of the present application with reference to the drawings.

m Attorney 'Docket ~To.'hVhisperWire-0dR PATEN'' SITNIIViAR'Y OF TgE IN~'EPTTION
Various aspects of the present invention can be found in an expert system adapted dedicated Internet access guidance engixte. The expert system adapted dedicated Tnternet access guidance engine includes a dedicated Internet access guidance engine, a number of available Internet access products, customer need input cancer~oir~.g a number of dedicated Internet access guidance engine questions such that the customer needs are provided to the dedicated Internet access guidance ex~,gine. The dedicated Internet access guidance engine uses the customer need input to rate at least one available Internet access product of the number of available lntetx~et access products, and the dedicated Internet access guidance engine selects a recommended Internet access solution, that is operable to meet a custoixaer need, from anxo~lg the number of available Internet access products and the rated at least oxte available Internet access product.
Izz certain embodiments of the invention, the dedicated Internet access guidance engine provides the recommended Internet access solution to an agant uszng a graphical user interface.
The dedicated Internet access guidance engine may also provide a single Internet access solution (or several compatr'bIe Internet access solutions) and a single not reea~xurrre~aded Internet access solution (ox several cot recommended Internet access solutions) to the agent Wing the graphical user interface. The rating of the at least one available Internet access product may involve detern'!ini~ a number of fixa,its con~esponding to the custo~m,er need such that the deter~uination made using the customer need input. The number of traits includes a variety of traits that may ZO include a cost, as ability to host a web site, a reliability, and a bandwidth. As an example of the granularity in which the various traits may be parsed, the lbandwidth trait may further include infozxnation of rrarious bandwidth needs that are required for various applications such as email, web browsing, web site hosting, file transfer, and voice over Internet protocol applications. The Attorney Docket No. WhisperWire.04R PA~'ENT
reliability xnay be determ~in,ed by taking a maxi.~mum of a value indicative of a criticality of rnternet use and a value indimtive of a data type transmitted via the Internet. The customer need izrput may take several forms including both integer input form and Boolean input form. If desired, the ability to host a rweb site is treated as one of the Boolean inputs.
Other aspects of the present invention can be fouxtd in a dedicated Internet access guidance engine method used within an expert system. Tie method involves providing a number of dedicated Taaternet access guidance engine questions to a customer, receiving answers to those questions and providing those answers to dedicated lntexnet access guidance engine. The method also involves performing dedicated Internet access guidance engine processing to calculate a number of crisp values to represent a number of traits corresponding to a numbex of custo~uer needs. The method may also involve transforming at least one crisp value of the rnimber of crisp values to a fuzzy value to represent at least one trait within ~e nuz~aber of traits with the fuzzy value; it is noted that some embodiments employ no crisp vahies at all, and they use only Easy values. ~'he mefhod also involves rating at least one available Internet access product within a number of available Internet access products, using the dedicated Internet access guidarxce engine, based on the fuzzy value. Again, in some embodittaexits, at least one crisp value within the number of crisp values is also used here; however, some embodiments employ only fu2zy values and no crisp values. Ultimately, the method involves recommending au 'Internet access solution, that is operable to meet the customer seeds, from among the available Inteanet access products and the rated at least one available Internet access producfi.
In ccxt~a. embodiments of the is~veution, the e~cpext system also includes a data network guidance engine. The method may also involve providing the recommended Internet access solution to an agent: using a graphical user interface. In addil3on, the method may also include .*
:~ Attorney laocket No.''WhiisparWire-04R . pAZ'EE1~T~' providing a compatible Internet access solution and a not recommended Internet access solution to the agent using the graphical user interface. The method may also involve providing an explaxtation to the agent, using the graphical user interFace, that explains why the recommended Internet access solution was recommended. T,he number of traits may xxtclude a cost, au ability to S host a web site, a reliability, and a bandwidth. The ability to host a web site may be treated as a.
Boolean value. The crisp values may include both integer values and Boolean values.
Other aspects of the present invention can be found i~ a dedicated hateraet access guidance engine method used within an expert system. The method involves perFonning real time interaction between a customer azed an agent and providing a number of dedicated Internet access guidance engine questions to the customer. The method a.Lso involves receiving answers, corresponding to the dedicated Intern et access guidance engine questions and inputting the answers into a dedicated Internal access guidance engine via a graphical user interface. The method also involves performing dedicated Internet access guidance e~agine .
processing to calculate a number of crisp values to represent a number o~ traits corresponding to a number of customer needs. The crisp values include a cost, an ability to host a web site, a reliability, acad a bandwidth T')~e method also involves transforming at least one crisp value of the crisp values to a fuzzy value to represent at least one trait with the fuzzy value. Tkte method also involves =sting ax least one available Internet access product within a number of available Internet access products, using the dedicated Internet access guidance engixte, based on the fuzzy value and at least one crisp value within the plurality of cusp values, and recommending an Internet access solution, tlsat is operablo to meet the custoxuer needs, fioan ~mozsg tile awailablo Internet access products and the rated at least one available Irxternet access product: In, addition, the rating o~ the at least one available Internet access product within a available Internet access products includes :. Attotaey bucket No. Whispe~Wire-04R PATENT
disqualifying the at least one available Internet access product when the at least one available Internet access product is inoperable to support web site hosting and when the ability to host a web site crisp value comprises a true value.
In certain embodiments of the invention, the ra.:~ing of the at least one available Internet access product involves employing dynamic calculation. T'he ability to host a web site may include a Boolean customer need. If desired, a fizzy value trait associated with bandwidfih is generated from the at Ieast one crisp value.
Other aspects, advarrtages ~d novel features of the prese~rt invention will become appaxent from the following detailed descripfiion of the invention when considered in coajuactian with the accompanying drav~mgs.

.r Attorney Rocket No. WhisperWire-OaR p~'I~NT
°'s BRIEF DE~,C TTON 4F ~,~,D~ AWINGS
A better understanding of the present invention can be obtained when the following detailed description of various exemplary embodiments is c;onsidered in.
conjunction with the ~ollowing drawings.
FIG. x is a systerx~ diagram illustrating an embodiment o~ as interactive product selectionlrecommendxtian system built in. accordance with the present invention.
FTG. 2 is a system diagram illustrating an embodiJnent of an agent to expert system interface that is built in accordance with the present invention.
FIG. 3 is a functional block diagram illustrating an embodnment of an interactive product 14 selection/recommendation method that is performed in accordance with the present invention.
FIG. 4 is a system diagram z~lvstrsting another embodiment of an interactive product selectiozi/recommendation system built in, accordanoe with the present in~rention.
IaIG. 5 is a block diagram illustrating an embodiment of some of the inputs that are usable within, an expezt system that is built in accordance with the present invention.
1S FIG. 6 is a block diagram illustraxing am embodiment of program interaction with an expert system that is built in accordance with the present invention.
FIG. 7 is a block diagram illusitatiug another embodiment of proEram interaction with an expert system that is bunt in accordance with the present invention.
FIG. 8 is a block diagram illustrating an embodiment of real time catalog integration that 20 is achieved in accordance using certain aspects of the present invention.
FIG. 9 is a system diagraixx illustrating an embodiment of customer basE
profiting ttaat is achieved in accordance using certain. aspects of the present mention.

to Attorney Docket No. Wh~sperWire-04R BA~N'~
k~G. 10 is a system diagram illustrating an embodiment of expert systexa processing that is performed in. accordance with the presezrt invention.
FIG. 11 is a system diagram illustrating an embodixne;nt of interaction between a domain expert and an expert system in accordance with certain aspects of the present invention.
FIG. 12 is a block diagram illustrating as embodiment of definitions ofproblem domains and traits that are usable within an expert system that is built in accordance ~u3th certain, aspects of t'~e present invention.
FIG. I3 is a 'block diagram illustrating an embodivnent of dedicated Internet access guidance engine operation tbafi is performed izt accordance rwith certain aspects o~ the present inon.
FIG. 14 is a system diagram illustrating an embodiment of some inputs used by a dedic~ed Internet access guidance engine that is built in accordance with oerrajn aspects of the present invention.
FIG. 15 is a functional block diagram ills an embodiment of dedicated Internet access guidance engine processing that is performed in accordancs~ with certain aspects of tl~e present i»vention.
FIG. 16 is a block diagram illustrating an embodiment of dedicated Intrrnet access guidance engine rating functionality that is performed in accordance with ceztan aspects of the present invention.
FIC.i. 17 is a block diagram illustrating an embodiment of dedicated Internet access gaidatlee engine rating combination that is performed inn eccordaaoe with certain aspeots of the present invention.

x AttarneyDocketNo. WhisperWiro-04R PAST' .
DETAILED DESC N OF TAE NTfON
S?Vithin all of the various embodiments of the ~invemtion described below, rite use oi"
t~~?nolo~y of product or products is intended to include both services and, products. The generic use of tlxe term "products" or "product" is is no way to li,~nit the operability of various aspects of the invention, as it is equally applicable within bo7th industries selling and providing services, as well as those selling acrd providing products or combinations of sexvices and/or products. For brevitp, the ter~na product is sometimes used instead ofgoods and/or services.
The invention is operable to allow and assist an agent to select certain solutions to meet the needs of a customer. In o~xe embodiment, the invention is operable to help an agent select teleeommunieation technologies and products based on customer nerds. In light of the eomnnents made above regardiag panducts and services, telecornnrnmicatian tologies is also included within the scope and spirit of the terminology of "products and services" ar simply, "products" The invention employs functionality offered ,ovithin fuzay logic expert systems.
From eertam perspectives, various aspects of the invention are based on fuze logic expert systems.
To assist an agent to select err. amenable gzoduct for a customer, the problem domain must first be determined. The problem doxnaan. is the genexal area where the customer needs a solution. For example, Internet access would be one problem domain. Another one would be local data services: There are numerous problem dofnaio~s where the functionality of the invention may assist an agent to fnd ~ customer solution. Once the problem domain is determined, the eget~.t may then '6e presented with a set of questions relating to the needs of the customer with respect to that problem domain. The custome.r's answers are then transformed ° Attorney Docket No. Whisperwire-04It PATE
into values fox each element of a set of product traits. Ia'~ addition, the relatJive impoxtaace of each of tha traits, Srom~ a customer's perspective, xuay also be considered.
,A trait is a characteristic of a product of relevance to the user. These traits include any number of parameters and may include measurements such as cost, bandwidth, reliability;
S availability, etc. Each trait that is measurable in a continuum is represented as a fuzzy variable.
ether traits are not measurable in a continuwtr, but are ratlxer better represented as ct~isp values.
One such examf 1e of a enisp value is the need for static IP acidresses or the location of the site.
These are represented with non.-fuzzy values (crisp values}. An expert system built in accordauce with the invention then takes the collection of these values that represents the needs of the customer (one per trait, called needs) and attempts to match thenx against the corresponding collection of values provided by each product (called specs). Based on this, the expert system is operable to obtain a collection of ratings: one rating for each combination of product and trait.
TE~e expert system is also operable to summarize the ratings to give each product a siunmary rating. T'he summary rating of each product are used to sort them and classify them with respect to the level of recommendation assigned to each product.
In determining success of the operation of an expert .ystem built in accordance with the invention, one consideration is that a customer belong to a sen of "satisfied customers" once they deploy a solution suggested by an agent. In traditional set th~;ory, an element either belongs to a set or does not. So, if customer satisfaction were treated in such a man»ex, then customers rxrould either be "satisfied" or "dissatisfied." However, customers acre rarely 100%
satisfied or 100%
dissatisfied. Their satisfaction usually falls somewhere in the middle.
~'he invention is operable using Fuzzy Sets. In Fuzzy Set 'theory, an elern~ent does not have to beioz~g to a set 0 or 100%. Instead, an element may belong to the set to a given degree.
1i ', Attorney Dockct Ns. W6isperWire-041St PATENT
his type ofmodel provides a lower semantic gap when worki~zg with sets that don't have precise mathematical definitions (as many don't). In fuzzy sets, each set has a corresponding membership function that maps all elements from the UniverGe of Discourse to a real r~t~mber is the range j0, x]. If the membership function maps an. element to 1, then it completely belongs to the corresponding set. If it maps an element to 0, then it does. not belong to the set at all. Other values provide a more fuzzy def nition of whether the element belongs to the set In the example of customer safiisfaction, the membership function determines the level of satisfaction of a customer.
In many problems, the Universe of Discourse is a ~.~ang~e of real numbers. As some examples: bandwidtb, cost and reliability traits are all measurable and can be represented by real cumbers. So, as an example, a fuzzy set may be created to represent the level of satisfacixon of a customer who uses ISpN using the following membership i:unctions as the spec of the YSDN
product:
P(x) =1 for x <= 48 P(x) = 2-x/48 far 48 < x and x < 96 P(x)=Oforxx96 Where x is measured in kbps. rSbN has a bandwidyth of 64 kbps and in. this case, the domain. expert who came up with this membership function e;~tinaates that customers who need a bandwidth of 48 kbps or less ovill be completely satasfxed width ISDN.
Customers that need a bandwidth between 48 kbps and 96 kbps will have a linear reduction in theix level of satisfaction.
Finally customers who need 96 kbps or more will be completely dissatis$ed with this solution.

Attorney Docket No. WhisperWire-OaR P,A'~'~1~~°
Presumably, we will, be able to obtain. this type of information frorr~, dog experts. Than particular fuzzy set is meant only as an example.
On the other hand, tlae bandwidth requirements for a customer can rarely be estimated precisely. So, a fuzzy set can. also be used to represent the bandwidth ~;eed of a customer:
N(x)~Oforx~ 50 N(x) ; x/10-5 for x > 50 and x <= 60 N(x) _ -xllO+7 for 60 < x and x~ 70 N(x) = 0 for x>70 This set represents a customer whose bandwidth need is estianated to be between 50 and 70 kbps. The set peaks at 60 kbps because it is the most likely bandwidth requirement. One assumption may be made: if the fuz'cy set that represents a customer aced is a subset of what is offered by a product, then it may be assumed that the customer will be perfectly atisfted. rt nnay also be deteznained if there is no overlap, then the customer will be completely dissatisfied. If there is partial overlap there will be partial satisfaction. Fuzzy logic provides rules to determine the level of satisfaction.
There are at least three practical considerations that affect hover fuzzy sets are represented.
First, since fuzzy sets deal with concepts that are di~cult to pint down, it is rare to come up with complex mtembersbip functions. Secoa~d, in order to simplify calculations, fuzzy sets are cormnoniy defined with a set of linear functions. Third, altha~ugh it is relatively easy to conc~e up with equations for line segments, it quickly becomes bothersome. So, a common notation for fuzzy sets is shown as follows:

z Attorney Docket No. WtusperWire.04R PATENT
FUZZY-SET ::~ [ POINTS ~
POINTS ::-- POINT J POINT POINTS
POINT : - Y/X
Y : = <a. nur~aber in the interval 0.0 to 1:0 inclusive X ::= Ea~oy number>
The first yo/xo point delimits a horizontal line from {-infinity, yo) to (xo~
Yo)~ 'tee last yB/xn point delimits a horizontal line ~ramp (x~, Y~) to (infindty; Y,~. All other consecutive poiaxts (x;, y;) (x~+~. yi+i) delimit straight lines.
As examples, the 2 membership functions de~xned above could be written as:
ISAN BANf,IWI'J~TH-SATISFACTION = [!/48 0196]
CUSTOMER BAN1~WIDTH IDS = [0/501/60 0/70 IS
Fuz2y sets defined with 2 coordinates are called Z Fuzzy Sets when yo > y .
'fh~ey are called S~Fuzzy Sets when yo ~ yt. This is in reference to 'tb~e shape of the membership function.
There are also triangular, rect2~n~ular and trapezoidal fuzzy sets, where the name is assigned based on the shape of the membership function.
7n, an expert system built in accordance with the invention; the use of Z and S Fuzzy Sets *o define each trait of each product xrxay be employed. For exoample, for traits where higher numbers are preferable; such as bandwidth and reliability (measured as MTBF or mean time between failures), a Z Fuzzy Set is used. For traits where lover numbers are preferred, such as . Attorney mocker No. whisperWire-04R 'pA~,'~1~1T
cost or MTTR {Mean Time To Repair), an S fuzzy Set is used. ?o represent customer needs was generally use triarrgul3r fuzzy sets, although other shapes are allowed and tl~e expert system will work with any arbitrary membership function for any fuzzy set. When the needs of the customer are known precisely or where there are no trreans to '~'uxz~y" the needs of the customer, it xs valid to use a crisp value to represent its needs. A crisp value is just a special case of s fuzzy value where the membership function evaluates to one on the i~risp value and to zero elsewhere, A conunon notation in Fuzxy Set l~reory is that far a given Fuzzy Set A its membership function is also called A and defined as 14 A: UOD -3 [0,1]
Where U~D is the Universe of Discourse. Using this notation we define the following set operations:
1 s c = A n B ~~ c(x) _ ~(A(x), s(X)) dX: in Uon c = A a s iff c(X) = max(A(X), ~a(X)) ~dx is uol~
c = a iff e(x) =1-A(~) dx in uoD
The heifht of a set A is h(A) and is defined as the; roa~ciynum value produced by its 20 m~b~hip function When the spec of a product f as matched against the need N (where N is a crisp value), for a given trait, the fury logic expert system produces P(N) as the matching measure.

Attorney Docket No. WriiQperWire-04R PAT1E1~'t' When. the spec of a product P is mated against the raced N (where N is a fuzzy valu8~, for a given tt~ait, the fuzzy logic expert syste~zx proceeds as follaws:
Good = h(P n N) s Bad = ht n n rn Rating = Good/(Grood + Bad) Rating is the matching measure. 'fhe rating formula described above is not nn the literature. 'fhe customary way of obta~ing the level of matching oft fuzzy sets is:
is ~n~
This is, however, overly op4umisac.
The co»cept of a fizzy variable is relevant and important as ~xrell, because not all fuzzy 1 S sets ate comparable. Por example, a fuzzy set def ned to represent the bandwidth of a product and one defined to represent the cost cannot be usefully compared. For this reasan there is another concept called fuzzy variable. A fuzzy variable de~.nes a Universe of Discowse. Each fuzzy variable stipulates a name for the UOD as well as its vralid range of values a~ad the unit of measurement 20 Fv~y variables in an expert system built is a~ccozda~ace with the invention are used to model traits. For example, to model bandwidth, a fuzzy variable wittx the domain. (0, 100;000] is created where each unit represents one kbps.

attorney Doctret No. WhisperWire-04R p~'I'l~N7t"
A value is a fuzzy set in the context of a fuzzy w~ariable. This is what may be ~.tsed in the expert system to represent a user need far a girren trait or' the spec of a product with respect to a given trait_ A fuzzy set is like a number (e.g., 50); a fuzzy value is late a nunclber with a unit of measurement and a meaning (e.g., $50 monthly cost.).
S Various embodiments of the invention that employ axe expert system operable according to the parameters described above are further fleshed out as shown in the various Figures and description below.
SIG. I is a system diagram illustrating an embodiment of an interactive product selection/recommendation system 100 built in accordance 'Nit>t the present invention. The interactive product selection/recommendation system 100 is operative using ~y number of computer networks) 180. The computer networks) 1$0 includes a single computer network or any number of coz~aputer networks that are communicatively coupled to one another.
A number o~ provider(s} 132 are able to pmvide any ntunber of services and/or products to a customer 104. Each of the products that are fuznished E~y the providers 132 is catalogued ~uvithin a product/service database 130. ~'he productlservice database 130 is communicatively coupled to the computer networks) 180: if desired, the providers 132 are also provided with communicative coupling to the computer networks) 180 as Well.
An. agent 102 and the customer 104 interact via any number of communication means including telephone; Internet, or any other operable communication media. The agent 102 is able to access the various functionality of an expert system 131 While interacting with the customer 104. rf desired, the agent 102 is able to perform accessing of expert system 131 while ofkline with respect to the customer 104. por example, the agent 102 is able to perform interaction with the customer I04 initially, tben to use the expert system 131 to perform analysis and provide Attorney Docket Dlo. Whisperwire-0~1R PAT~N~' recommendations o~ what products should be provi,dc~t to the custonQer I Oa.
However, in one embodiment of the invention, the agent 102 is a$orded the opporhxuity to perform real time interaction with the customer 104 and to use the various functio»ality of the expert system I 31 to provide recoznrraendatxon of products provided by the providers) 132 that would provide a suitable solution for the customer 104. It is also noted that the customer 104 himself may access all of the functionality of the various aspects of the present invention, in similar manner that the agent 102 access the functionality, in various embodiments as well. That is to say, the customer 104 may be given access to the same functionality that the agent 104 enjoys to the various aspects of the ,present invention.
14 The interactive product sclectian/recout~mendation system 100 allows for the ability of an agent 102 of relatively low skill level to provide recommendations to the customer 104 of the available products that proffered by the various provider(s~ 132, borrowing on the vauious functionality of the expert system 131. The intera~etive product selectionlrecommendation system 100 is amenable to providing sales support for the providers 132 vrithout reqt~ir~g vcry highly skilled and trained salespersons vcritbin many niche indusb<~ies that typically require axr enormous amount of experience, expertise, and framing.
Particularly witb~in industries where there is a gross mismatch between availabiiriy of adequate and competent salespeople and the industry's customer demand, the interac4ve product selection/recommendation system 100 offers a system iu which any one of the providers 132 is able to achieve significautly greater cus~tome~r interaction and sales that that affarded. using the conventional methods and systems that necessitate a great deaf of training and expertise within a given. industry before being able to provide adequate sales sezvicing. Whereas a conventional system is limited by the individual ability, expertise, mad training of an agent apexating within, it, 1. 8 Attorney Docket No. Wh~perWiro-04~,t PATENq' certain aspects of the invention pmvidc for a system whose high end performance is not limited by the personal characteristics of the agents that operate it.
~G. 2 is a system diagram illustratixag an embodiment of au agent to expert system interface 200 that is built in accordance with the present invention. An agent is able to access an expert system 231 using an agent interface 290. The agent interface 290 includes any number of devices that allows for commun~acative coupling to the expert system 231.
Examples of devices that are all operable as the agent interface include a laptop computer 29 I, a computer 292; ... aid a handheld computer 293. In addition, any portable device tbat is operable to perform electronic ixatexactioxs with the expert system 231 is also operable to serve the functionality of the agent interface 290.
The particular connection to the expert system 231 from the agernt ixiterface 290, that thereby allows agent intexaction with the expert system 231, is achieved any number of ways without departing from the scope and, spirit of the invention. For examples, it may be that the cxpcrt system 23r operates locally on the platform on which the went is using as the agent IS interFace 290. Alternatively, it is run remotely on a server 281 whew tire expert system 231 is accessed by the agent via any number of electronic connections. For example, the agent interface 290 is opezable to access the expert systenn~ 23I (supported remotely by the server 281) via a wireline network 270 that comrnunicativaly couples the agent interface 232 to the expert system via ttie Internet, Also, the wircline network 270 may be operable to access the expert system 231 dixectly, without going tizrough the Internet 280, if the wixeline network 270 is operable to communicatively couple to the setwe~r 281 on which the expert system, 231 is su~poxted..
rn even other embodiments, the agent interface 290 is operablo to perform wireless connectivity to the wireline network 270 andJor the Internet 280. For example, each of the ° A~ttirney Docket No. Whisperwire-04R PATEN"JC
various platforms rnay be operable to perform, the agent viterface 28(1 may themselye~ be operable to perform wireless communication? as shown by the antennae on the laptop computer 291, the computer 292, ... and the handheld computer 293. In such instances, the agent interface 280 is operable to connect to the wireline network 270 and/or tl~e Internet 280. Tie wireless connectivity nr~ay be achieved using a satellite 272 that communicatively couples to a satellite-based wireless network 27Z, or alternatively using a wireless tower 276 that communicatively couples to a terrestrial based wireless network 275. Generically, any other wireless interface 279 may be used to communicatively couple the agent interface to~ one of the wireline network 270 andlor the Internet 280 to allow interaction of the agent with the expert system 231 when the expert system 231 is operated remotely on the server 281. The; terra "server,"
for the server 281 is generically used to illustrate any ~aumber of computing platforms possessing su~cient processing resources to support the expert system 231.
The expert system 231 is operable also to access a producflservice database 230. Again, as mentioned above and as mill also be described in various embodiments of the invention below, the prodttctlservice database 230 is updated with the available products (including services) that may be sought by a customer. The listings of such available pxoduats may be provided via direct link by a number of pravider~s) 232, or the providers 232 may provide the information to the pxoduct/service database 230 via the Intern<:t 280. Ln addition, the server, on which the expert system 231 is supported for remote operation, may access the praductlservice database 230 directly via a dedicated link or via the Internet 280. It is understood that any number of dedicated wireline ar w~ixeless based eoz~neetions, au~dlor networlts, are also operable to perform the communicative coupling of the expert system 231 to the product/service database 230. The frGr. 2 illustrates a number of exemplary embodiments showing the connectivity and '" Attorney Docket 1~'0. WhisperWire-04R PA,~NT
iatexaction of the agent interface 290 with the expert system 231 that allows for reai time;
interaction of an agent with the expert system 231. The abiliy i'or real time interaction provides for a highly e~ffectiwe sales system as will be shown and described below in other of the various embodiments of the invention.
FIG. 3 is a functional block diagxana illustrating an embodiment of an interactive product selectian/recomrnendadon anethod 300 that is performed ire accordance with the present invention. Initially, problem domain. determination is perfozmed as shown in a block 310.
Subsequently, the user's, or customer's, need (or needs) are determined as shown. in a block 320.
Then, for proper processing within am expezt system that is operable using various aspects of the invention, the available products/services and the user needs are used to perform. trait transformation as shown in a block 330. During expert system processing, ratings for the available products/services axe provide in a block 340. Ultimately, in. a block 350, the ratings are then summarized for use by an agent.
The interactive product selection/recommendation method 300 is operable x~n real time where an agent may interact with a custorxaer while inputting the customer's various needs and the agent can then provide recommendation to the customer. This recommendation is based on the customer's provided needs against the backdrop of the available products that are available to him. It may be that given the geographical. location of the customer's site or sites that o~aly a predetermined number of services are available to him. Such limitations ate inherently provided for within the productslservices rating that is performed in, the block 340.
As 'wall also be shown iz~ various embodiments of the izwention below, the ratings summary provided for in. the block 350 is able to also provide the underlying reasoning of why a particular solution is being recommended over other competing solutions. There is even. greater detail provided, in certain Attorney Docket Na. WhisperWire-0411 PATF~T ~' embodiments, where compatible solutions are presented to the agent to provide for a. more educated recommendatio» to a customer. In addition, detailed description of the available products is also available to a user of the interactive product selectionlrecommendation method 300 as well FrCx. 4 is a system diagram illustrating another embodiment of an iat~ractive product seleetion/recommendaxion system A~00 built in accordance wit'~~ the present invention. Within the interasxlve product selectioalrecomnaendation syst~. 400, problem domain determixaation ys ..
illustrated in a functionaX block 410. The problem domain deternai»ation 410 is performed cooperatirrely within the context of user needs) determination as shown ira a functional block 420. These two functional blocks operate coo~ra~ively to provide input for ~
expert system 431 that is operable to provide for a product(s)/serviee(s) rating summary 450.
Within the problem doxnaiun determination functional block 410, an indefinite ~nur»ber of traits) 412 and a~railable product(s~seivice(s) 414 are used to generate specs 416 that are used as input to the expert system 431. The traits 412 is a characteristic of a pmduct andlox service that is relevant to a particular customer. The available product(s~service(s) 414 also provide even greater detailed ir~~oxztaation of the various available pxoduct(s)/service(s) for the user of the interactive product selection/recommendation system 400. This greater detailed information may be a~ceess~ed via a lick, or selectable option, or in any manner known in the art.
This is correlated to the user need determination per~~ornaed in the block 420. The user need determinatio» 4z0 may be performed using a number of means including asking the customer direct questions 421 and indirect questions 422. In addition, the agent using the interactive product selectionlrecommendation system 400 is bound to posses some degree of knowledge, though it is understood that a novice or very inexperienced user (agent) may Attornry docket No. Whisper'Wire-04R pATE~' nevertheless use the interactive product selection/recommendation system 400 as wEll. 1a situations where the agent does posses a degree of lmowledge, expertise, and skill; floe agent's Imowledge/iraput 423 may also be used to perform the user need determination 420. The agent rnay also make modifications of a number of default user needs as shown by a block 424. The agent may use the agent modification block 424 to override system input when his experience or sIdll level suggests doing so.
A.iber using aay of these various means to acquire knowledge, the user's needs determination blocl~ 420 provides input to the expert system 431 where the expert system 431 uses this information, along with information from the problems domain deternni,aation block 410, to generate user's needs as shown in a block 425. Within the context of expert systems, an indefinite number of fuzzy values 426 axe generated. ' 1n certain instances, there are situations where a user need must be represented by a crisp value 427, ox hardh~igid value. These are other instances are where no crisp values axe used at all. An example of such an instance is where questions pond by an agent to a customer do mat permit the user to convey a level of uncertainly.
In such instances, that particular need or seeds should be represented by crisp values 427:
Another example of a situation that would best be represented by a crisp value 427 would be the actually availability of certain products in a given location. Tb~ere may be a situatioh where only certain services are available in a particular city, such a situation is better represented using crisp values 427.
To state the concept of a crisp, or non fuzzy value, in another way, some product traits are not a~asuxable in a continuum. Far those product traits that nLay not be represented or are not measurable using a continuum, a crisp value may be used. For example, the customer's physical location and the need for a static IP addresses have a bearing on the recommended Attorney Docket No. whnsperWire-041t PATE1V'~' product. These traits are not fuz2y. Sa, take support for static IP address, either a product supports it or not. Tf a product does not support it and the customer needs it, then, for t'lzis trait, the level of customer satisfaction is marked as zero. How this is summarized depends on the relative importance of this trait. T'he main difference with fuzzy traits is that for crisp traits traditional logzc is used and in most cases it may be concluded. that the customer is eiti~ex 100%
satisfied or 0% satisfied.
As mentioned briefly above, the specs 416 and the needs 425 are used as inputs to the expert system 431. The expert system 431 performs produc;t(s)/service(s) rating 440 using an indefinite number of rules 441. The product(s~scrvice(s) rating summary 450 includes a ranking x0 of an indefinite number of products cad services, shown as a product #1 451, a product #2 45~x, ..., and a product #n 453 and a service #1 454, a service #2 4a5, ..., and a service #m 456. Fox a given problem, a sorted set of classified solutions is reteuned. The classification includes the level of customer satisfaction acl~iewed by the product. There is a na~tura~
bifurcation of perFonning ratings of services in one instance, and pez~'orming takings of products in another.
15 ~Iowever, there may be some instances where a product coupled with some services may also be rated. Iz~ addition, if the problem requires a product and a ,service, then the retuor~ed solutions will be configured with a specific set of products and a specific set of solutions.
There are many permutations in which the pxodxtct(s)/service(s) rating summary 450 may be provided to an agent without departing from the scope and spirit of the invention. In one 20 embodiment, the praduct(s)Iservice(s) rating summary 450 its provided in a document type of format that as a~~nt may subsaquently modxfiy. One such. example is the outputti~tg of the product(s)lservice(s) rating summary 450 into an MS WO~) document that an agent may then edit before forwarding a report onto a customer.

Attorney Docket No. VNhisperWire-04R PA'i'PNT
FiG. 5 is a block diagrauxt illustrating an embodiment of some of the inputs 500 ~b.at are usable within an expert system that is built in accorda~xce with the presenf invention. ?n this illustrated embodiment of expert system inputs 500, an optional graphical user interface 527 may be used to perform the expert system inputs 500. Altern:~tively, a file could be generated containing all of the information for use in an expert system. The GIlr 527 is perhaps a more user-friendly mataner to perform suclZ iwputs, especially in the context of lower skilled users of the expert system. The expert system takes in this infomnation to perform expert system rating ~3 1 using a number of inputs, including those that are provideti by a user and by a domain expert.
A user of the expert system is able to provide user input as shav~m in the functional block 571. In additiozt, the domain expert is able to provide his input via fihe ~unetional block shown as domain expert input 526. ~ oth the user input 527 and the doma~ri e~cpert input 526 are used to control and modify the functions used to create needs fiuxy values 573 for use within the expert system to perform expert system rating 531; as shop by the functional block 572. The needs fuzzy values 573 incluule a good valve 574. These needs fuzzy vanes 573 are thezt provided to the 1 S expert system.
Similarly, the domain expert input 526 generates spf;cs fuzzy values 533 that are also provided to perform the expert system rating 531. The specs :fuzzy values 533 are representative of the expected level of customer satisfaction for the variouis information provided via the domain expert input 52b. The specs fuzzy values 533 include a good value S34 attd as optional bad value 535. The bad value may sirrtply be the complement of the good value S34 iin certain embodirx~ents of the invention. 'phese spcrs fuzzy values 5.33 are then provlided to the cxperc system to perform expert system rating 531.

As mentioned above, the GUI 527 illustrated in this embodiment is illustrative of one manner in which the domain expert input 526 may be input into the expert system to perform expert system rating S31 that is operated using various aspects of the invention.
The GUI 527 may be presented as a table that the domain expert input 526 rnay use. For any number of traits, shown as a trait #1 528, .. . and a trait #m 529, various information may be provided in the tabular format. For exannple, as illustrated for the trait #1 528; a user needs) fuzzy set may be located at the top (user needs) fuzzy set 538) or bottom (user needs) fuzzy set 539) of the table, as desired in a given situation. The table may be arranged showing the available products, followed by their description, and subsequently by their rank. This is shown graphically as a table.arranged from left to right, and top to bottom as follows: ( 1 st line) product #1 541 followed by a product #1 description 542; followed by a product #1 rating 543; (2nd line) product #2 SS1 followed by a product #2 description 552, followed by a product #2 rating 553;
... (nth line) product #n 561 followed by a product #n description 562, followed by a product #n rating 563. Other variations of the GUI 527 may be used without departing from the scope and spirit of the invention. The GUI 527 is exemplary one just one embodiment that is operable to achieve the domain expert input 526 in a user-friendly manner.
FIG. 6 is a block diagram illustrating an embodiment of program interaction 600 with an expert system that is built in accordance with the present invention. An agent 602 and a customer 604 are able to interact in real time while the agent 602 has access to the functionality of an expert system that is used to provide recommendations for the agent 602.
The agent 602 is afforded access to the expert system via a GUI 610. The GUI 610 walks the agent 602 through a.
number of intuitively placed screens that assist him in providing effective recommendations to Attorney Docket No. WhiyperWire-44R PATF,N'1' the customer 604, An introduction interface 61 z is initially used when the agent 602 begins to invoke the functionality of the expert system that is accessed via the farLTI
610.
The agent 602 is able to interact rulth the customer 604 in real time to perform input of business specific options 612 and to assess the needs o~ the customer 604, as shown by the needs assessment functional block 613. The business specific o~>tions 612 rnay include additional information regarding the various available products. As described above, any number of traits 6I4 may be used to perform the needs assessment. 'fJ~e expert system is able to receive these inputs from the business specific options 612 and the needs; assessxztent ~unetional block 613, including the traits 614, in real time. They are then provided to an expert system processing functional block 620. Then, the expert system provided output 615 is displayed via the Ci~UI 610 after performing dynamic calculation. The limiting latency here is the latency of the connectivity between the Cr>Jr 6 Z 0 and the expert system that is used to perform the expert system processing 620. The expert systerrx processing is performed in nearly real time; having sub-second calculation time.
The output 615 includes recomnrzex~ded solutions 616, compatible solutions 617, and (if desired) not recommended solutions 618. In addition, within, certain embodiments, as explanation is available for the agent 602 to describe even further the reasons why the particular solutions have been categorized into the various categories, xiamely, the recommended solutions 616, the compatible solutions 61?, and the not recommended soltxtxor~s 6'~ 8.
'bus can be mast helpful during interaction with the customer, particularly when the customer desires a little more clarification of why a can solution was recommended and why another was not.
'»e real time input and dynamic calculation offered by the expert system built in accordance with the present invention allows the agent 602 to perform the entire fieldin.~; and servicing of a potential client Attorney Docket No. Wh~perWire-tl4R PA?ENT
during a single interaction. compare this with the oftentixxies multi-weep--long ttnnaround in getting a customex a recommendation using conventional approaches. As an example, during a single telephone conversation between the agent 602 artd the .customer G04, the agent 602 is able to input all of tt~e requisite information that the expert system requires.
luring the same telephone conversation, after the very short duration expert system processing 620, the agent 602 is able to provide virtually immediate recomm~e~ndation to the wustomer 604.
The practically real time interaction that is affordedl to the agent 602, as well as the explanation that is provided for the various options within the output G1S, allow for a relatively xr~experienced agent to perform. recommendation for the customer 604. The agent 602 may Iean on the offered functionality of tlxe system to fill his deficiencies in terms of skill, expertise, and experience wit'I~x~ the particular product area. The inventioxi is also very desirable for product providers because they are able to employ relatively low sl~dll level personnel to peri'orxzt the selling of their products and/or services. This can ensure a greater profitability. Particularly within areas where there is a high degree of turnover, the uxvention avows a solution where a IS consistent level of expertise if proffered to the customer 604. In addition, in contexts where a high degree of skill is required to perform the sale of such products and/or services, a provider need not invest such a large amount of up-front effort to ;get a prospective employee into a position where he may be an effective salesperson or agent k'IG. ? is a block diagram illusfirating another embodiment of program interaction with an expert system 700 that is built in accordance with the present invention. As described in the many variations of the invention shown above, and many that will be shown below as well, the invention is operable using agents of varying degrees without suffering deleterious efFects from a Attorney bockct No. ~Vhi~pexl~Vir~04R PA,~'ENF
customer perspc~~tive. As described above, the invention is operable without requsr~mg a highly skilled or trained agent, as is typically required in. solutions using conventional approaches.
1'ho FiG. 7 shows a GUI ? 10 that allows operation for au agent ins a number of multiple modes. Two exemplary modes are those of an {optional) manual mode 712 amd a guidance mode 714. 1f desired, the inventaott is variable or adaptable depending on the skill level of an agent who desires to employ an expert system in accorda~ace with certain aspects of the present irwenteon. For example, a novice agent 703 may be allowed to a~xess only the guidance mode 7I4 of the GUI 710 whereas an expert agent 702 may be allowed to access both the guidance mode 7I4 and a manual mode 712. A customer 704 is able to interarct with any agent who employs the expert system, regardless of whether the agent b~e the novice age~at,703 or the expert agent 702. As described above in various embodiments as well as within this embodiment, this intetaetion may be performed in real time agent~ustomer interaction.
The manual mode 712 allows for an agent to override any expert system processing. That is to say, the manual mode 712 allows an agent to operate using the GUI 710 in a ma»ner analogous to that employed within conventional approaches, such as allowing the agent to perform the selection of pzoducts based on his own knowledge, expertise; and experience.
,Alternatively, the guidance mode 714 employs the expert system that is operable to perform guidance of the agent through the reco~nmeadation/sesection process. Within either mode, the guidance mode 714 or tire manual mode 712, the product description is ~na~de a~railahle to the agent to allow for farther desoripiiou of the various available products when interacting with. the cusrome~r as also described above in various embodiments.
FIG, 8 is a block diagram. r.'llustrating an eu~bodiment of real time catalog integration 800 that is achieved in accordancE using certain aspects of the present invention.
A computer Attorncp Docket No. WhisperWire-041~i. ~"AT6N'1' network 880 is operable to perform real time updating of any number of vaniuQS
service and pmduct providers into an available pmductslservices database (catalog) 830.
The available products/services database (catalog) 830 is also communicatively coupled to the computer network 880. The real time updating of the number of various service aad product providers into the available pmductslservice's database (catalog) 830 ensures that the available products/scrvices database {catalog,) 830 is as up to date as the inventories listed fox the various service and product providers' databases.
The computer ztetwork 880 may include the hxternet 881 is certain embodianents of the invention. however, the compu~.e~r network 880 may also be a dedicated network, such as a local area network (r.Al~ or other localized network, that is operable to communicatively couple #lae various service arid product providers.
The databases of the various service and product providers are categorized in any number of manners. Exemplary information for the various databases are shown in the embodiment of the FIG. 8. For example, a database for a product provider #1 8I0 iaeiudes information such as a listing of available products 812, a listing of supported products 814, a listing of compatible products 816, ... and a listing of any other provider information 819. Any number of other pmduct providers may also be used as well without departing from the scope and spirit of the invention. For example, a database for a. product provider #n 820 includes infor~nat*on such as a listi~ag of available products 822, a listing of supported products 824, a listing of compat:'ble products 826, ... and a listing of any other provider information 829.
>n. addition, any n~ber of service providers xn~ay also be integrated into the available products/services database (catalog3 830. For example, a database for a service provider #I 830 includes information such as a listing of available services 832, a listing of supported services Attorney pocket No. W6ispcrWire-04R pA
834, a listing of compatible services 836, _.. and a listing of airy other provider information 835.
Similarly, any number of other service providers. may also tie used as Well without departing from the scope and spirit of fihe invention. For example, a database for a service provider #xn 840 includes information such as a listing of available services 812, a listing of supported services 844, a listing of compatible services 846, ... and a lxstix~g of any other provider information 849.
Other infozmation may also be included within the various databases for the various product and service providers without departing from the scope and spirit oiPthe invention.
1~IG. 9 is a system diagra,~, illustrating an embodiment of customer base profiling 900 that is achieved in accordance using certain aspects of the present invenrion. The customer base pro$ling 900 may be performed in an analogous manner in which the rest time catalog integration 800 of the FIG. 8 is integrated and performed to generate the available products/services database (catalog) 830.
For example, a computer network 980 is operable to perform real time updating of any number of customer pro~~les into a customer profile database 930 that is used within an expert system. The customer profile database 930 is also communicatively coupled to the computer network 980. The updating of the number of various customer profiles is performed iun auy number of manners, including real tune, online, and og line, without departing from the scope and spirit of the invention.
The computer network 980 may include the rnternet 981 in certain embodiments of the invenfion. kIowever, the computer network 980 may also be a dedicated network, such as a local area network (LAh~ or other localized network, That is operable to communicatively couple the various customer profiles.

~ttonoey Dxket No. W6isperWiro-04K P,A~TENT
The databases of the various customer profiles are eatel;orized is any number of maaners.
Exemplary information for the various customs pmixle da~bases are shown in.
the embodiment of the FI(x. 9. For example, a database for a customer profsle #1 910 iu~cludes infomaation such as needs/desires 912, Snancial information 9I4, . . , and aay other customer infomnatian 919. If further desired, the ~naucial information 914 inay further include information concerning cost ranges 915. In some embodiments, the customer information may include the current services and products that a customer currently bas at his disposal. The engines that the expert system employ to perform rating of products a~dlor services may also include taking this information into account when generating recommendations.
bs addition, any number of other eustonner pro~~Ies =ray also be used as well without departing from the scope and spirit of the invention Far example, a database :
for a Customer profile #n 920 includes information such as needs/desires 922, cia1 information 924, .., and any other customer info~nmation 929 as well. Similarly, the financial information 924 may further include information concerning cost ranges 925.
In additioa~ the various customer profiles may also inchude any number of default or user defined profiles as well. For example, a "typical" customer profile, defined by a domain expert 930, maybe used in certain embodiments of the invention. This domain expert defined "typical"
customer profile 930 may include similar infornnatioa as that provided by the customer pmfiles #1 910, ... and the customer profiles #n 920. For example, the domain expert defined "typical"
customer profile 930 may include infa~rm~ion such as needs/desires 932;
fnanciaI information 934, ... and any other customer information 939. If further desired, the financial information 934 may further include information concerning cost ranges 935. I=Iowever, the domain expert ' Attorney Docket l~To. WhisperWire-04R , PATENT
defined "typical" customer profile 930 may include different information as well as determined by the domain expert.
The domain expert may also define any number of "other" customer profiles, besides a simple "typical" customer profile. For example, a domain expert defined "other" customer profile 940 may include similar information as that provided by the custonner profiles #1 910, ...
and the customer profiles #rx 924. For example, the dorz~;ain expert defined "other" customer pro~~le 940 may include information such as needs/desires 942, financial information 944, ... and any other customer information 949. If further desired, the cial information 944 may fi~tther include information concert cost ranges 945. In addition, if desired by the domain, expert, I0 otbex factors may also be included as well. A customer-specific factor 946 is also included in certain embodiments of the invention, as deternaxned by ibe do~~ain expert.
FIG. 10 is a system diagram illustrating an embodiment of expert system processing 1000 that is performed in accordance with the present invention. ~n.~put is provided to an expert system 1010 to provide output 1030. In addition, the expert system 1010 employs a number of processing engines) 1012. The processing engines) 1012 include a dedirafed Internet access guidance engine 1013 and a data network guidance engine 1014. hn addition, any otber number of guidance engines 1015 may also be employed without departing from the scope and spirit of tlae invention. If desired, the output 1030 includes explanations for the various results 1.035.
FIG. 11 is a system diagram illustrating an embodiment of interaction between a doxuain expert and an expert system 1100 in accordance with certain aspects of the present invention. A
domain expert 1120 is authorized to identify, or cm~tc; the various problem domains for use within an expert system 1110. To per.~orni problem domain creation 1121, the domain expert 1120 uses problerm domain questions) 1122 and can present those in light of the problem Attoe~aey Docket No. WhisperR'irc-04R pA'~'EN~' domain products) 1123 that are available that may provide a solution for the problem domain:
In lift of the creation of the problem-domains 1121 by the domain expert, the expert system 1110 will accommodate the added problem domains) '11 I I _ The problem domain.
duestion(s) I 122 and the problem domain products) 1123 results ins added problem domain questions) 1112 and added domain products) x 113 within the added problem siomain(s) 1111 within the expert system 1110:
1n this eznbadiment, the domaia expert '1120 is also afforded the ability to perform expert system processing engine rules) modification 1140 for the processing engines employed by the expert system I i 10: The modified pzocessing engine rule(s) 1 I30 are then employed by the expert system I1 i0. Similarly, the domain expert 1124 is afro afforded the ability to perForn~
summary rating rules) modification 1160 fox the summary rating aperatians within the expert system 1110. The modified summary rating rute(s) 1150 are then employed by the expert system 1110. Moreover, the damaiua expert 1120 is also afforded the ability o override default operations) 1180 for the default operations to be performed by the expert system 1I I0. 'fhe I S overridden default operations) 1170 are then employed wit3Lun the default aperatioz~s of the expert system 1110.
In addition to the robustness, variability, and adaptability of an expert system that is built in accordance with the invenfion, such an expert system has been generated in li,~.t of a cumber of gaits as well. The expert system is operable to change its recommendations smoothly as the inputs change. For example, adding one more employee to a site should not lead to drastic changes to the recommendations. The expert system is operable to accommodate minor changes and deviations of inputs without catastrophically failing, or by producing radically different output.

' ' Attorney Docket No. WhisperWire-04R pAT~'.N''r' Moreover, a domain expert of relatively low skill level" or minimal computer training; is also to perform a number of tasks, some of which are enumerated in. the FIG.
11. For example, the dozuain expert may easily add new problem. domains, as shown in tl~e problem domain creation functional block 1 I21. The domaiun expert is also able to add new traits to each problenct domain. For example, this may include adding new questions to a GUI, such as a web page, and then transfox~mW g the answers into needs: 'fhe domain expert nosy also add new products to each of the problem domains, as desired. The domain expei~ may also modify the manner in which customer answers are convexled into needs; this would also include deciding whether to employ fuzzy or non fuxxy (crisp) values. The domain. expert may also change the tvle that creates 20 summary ratings for a product based on its rat~irtgs for each trait, as illustrated in the summary rating nzle modification functional block 1120 of the FIG. 11. The domain expert may also fine a tune the rnles to affect the recommendations made by the expert system as well.
As described above in many of the various embodiments, the expert system provided far sub-second response time in its own code (not counting network traffic) for any input to~
recommendation transaction. This eniables real time interaction between agent anal customer. In addition, the expert system is able to provide explanation for the reasons that lead to particular recommendations.
laIC. 12 is a block diagram illustrating an embodiment of definitions of problem domains and traits 1200 that are usable within an expert system that is built in accordance with certain aspects of the present invention. In this embodiment; an example of problem domains 1210 is shown for any number of available pr~duct(s)/serviice(s) 1214. The available product(s)/service(s) 1214 includes Internet access 12I 1 and data services 1212. In addition, the available product(s)/service(s) 1214 may also include any other' praductlservice 1219 as well.

Attorney Docket No. Whi~perwire-04r8 pA~'EF~1'B' For the Intexnet access 1211 and data services 1212 share a number of common traits) 1220, and each of the Internet access 1211 and data services 1212 h~ specific traits as well.
examples of common traits) 1220 shared between them include monthly cost 7:221, bandwidth 1222, availability 1223, location availability (crisp) 1224, and. up-front cost 1225. Iz~ addition, any other trait 1229 may also be included or adapted for a gwen situation or application. An example of Internet access specific traits 1231 includes whether a static Internet protocol address is available (crisp) 1232 for the customer. An example of data services specific ixaits 1241 includes whether a quality of service, or sufficiency of the quality of service, 1242 is appropriate for a given situation or application to meet a customer's needs or desires.
All of the information within the problem domain. 1210 is provided via specs 1216 :for use in an expert systen~a. The expert system is any expert systenr~ as described in any of floe various embodiments of the invention.
FIG. I3 is a block diagram illustrafiizxg an embodiment of dedicated Internet access guidance engine operation 1300 that is performed in accordance with certain aspects of the present invention. In a block 1310, a number of dedicated Internet access guidance engiu~e (DIA.CrI;) questions are provided. They ate provided via agent-customer interaction 1312 in certain embodiments. Again, this agent customer intetactaon '1312 may very well be performed in real tinrie, if desired. Altexraatively, the dedicated Internet access guidance engine questions may be pzovided to a customer offline, and the customer then returns the information to the dedicated Tanternet access guidance engine for processing that uses that information.
Subsequently, after those questions have been answered, those answers arc received in a block 1320. Again, this may be perfozxned using agent-customer interaction 1322. The agent-customer interaction 1322 may be in real time, o~lline, or in auay other manner. The answers to the questions are received as integer values 1324. In addition, for some of the integer values 1324, there are finite range/options 1325 from which the integer values 1324 may be selected.
For example, one of three integer values 1324 may serve as the selections of the finite rangeloptions 1325. Alternatively, a maximum value and minimum value may bound the operable range of the finite range%ptions 1325 as well. If desired in alternative embodiments, the answers to the questions are received as Boolean values 1327. In using the Boolean values 1327, comparison using Boolean algebra; as understood in the art, for performing various aspects of the dedicated Internet access guidance engine processing. In addition, any other values may be employed to represent answers to these questions, as shown in a block 1329.
Afterwards, the dedicated Internet access guidance engine information is then provided to the dedicated Internet access guidance engine for processing, as shown in a block 1330. 'The dedicated Tnternet access guidance engine is viewed as being contained within the expert system from certain perspectives. Alternatively, the dedicated Internet access guidance engine operates cooperatively with the expert system, yet is a separate processing module.
Either embodiment is 1 S operable without departing from the scope and spirit of the invention.
Then, in a block 1340, processing is actually performed using the dedicated Internet access guidance engine. Within the block 1340, trait values are calculated for each of the necessary traits to perform dedicated Internet access guidance engine processing. Also within the block 1340, a number of crisp values may be calculated, as shown within a block 1342. Then, as needed, certain of the crisp values are transformed-into fuzzy values for use within the dedicated Internet access guidance engine processing performed within the expert system, as shown in a block I344. The expert system is operable to perform processing using both crisp and fuzzy values.

Then, in a block 1350, the available products and/or services are rated based on the expert system processing using the dedicated Internet access guidance engine that was performed in the block 1340: In the block 1350, some of the products and/or. services that geared to provide Internet access are rated as being recommended, compatible, and not recommended. Some of the products and/or services are disqualified altogether, as will be also described below in various embodiments of the invention, when an option within the available products and/or services fails to meet a particular need of a customer needing Internet access.
Ultimately, in a block 1360, the Internet access solutions, based on the available products and/or services geared to provide Internet access, are then summarized as shown in a block 1360.
If desired, these remaining configurations may then be presented to an agent as shown in a block 1361.
FIG. 14 is a system diagram illustrating an embodiment of some inputs 1400 used by a dedicated Internet access guidance engine 1490 that is built in accordance with certain aspects of the present invention. In certain embodiments of the invention, the dedicated Internet access guidance engine 1490 assumes that these inputs 1400 are provided before operation of the dedicated Internet access 'guidance engine 1490 commences. If desired, these inputs 1400 may be input by an agent as agent input 1403. Moreover, the manner of input may be performed via GUI 1404. Other means of inputting this information may be performed as well.
This dedicated Internet access- guidance engine 1490 finds solutions for Internet connections for small and medium sized businesses. If desired, the dedicated Internet access guidance engine 1490 as also adaptable to provided Internet connection solutions for larger businesses as well. The dedicated Internet access guidance engine 1490 relies on answers to the number of questions. These questions and answers may be the many questions that are asked and answered in the blocks-1310 and 1320 of the FIG. I 3.
The inputs 1400 include both integer inputs 1410 and Boolean inputs 1440 for use within the dedicated Internet access guidance engine 1490. As shown in a block 1410, the integer inputs 1410 include a number of inputs, some of which are finite range%ption integer inputs 1430.
The information for the number of people who now use the Internet is shown in a block 1411, as being one of the integer inputs 1410. This information may be acquired by seeking an answer to the following question: How many people will be using Internet access at this location presently? In addition, the information for the number of people who will probably be using the Internet after a certain or fixed period of time may be used as one of the integer inputs 1410. A
one-year time frame is used in one instance as shown in a block 1412, but other time periods may also be used without departing from the scope and spirit of the invention.
This information may be acquired by seeking am answer to the following question: How many people will be using Internet access at this location one year later?
As for some of the Boolean inputs 1440, information for whether the Internet will be used for email as shown in a block 1441. This information may be acquired by seeking an answer to the following question: Will the Internet be used for email? Another one of the Boolean inputs 1440 includes information for whether the Internet will be used for web browsing as shown in a block 1443. This information may be acquired by seeking an answer to the following question:
Will the Internet be used for web browsing?
Then, based on if the Internet will indeed be used for web browsing, information for what type or kind of Internet browsing will be performed is acquired as shown in a block 1431, as also being one of the Boolean inputs 2440. This information may be acquired by seeking an answer to the following question: What kind of browsing will most users be doing? The finite range/option of the kind of Internet browsing 1431, may be categorized as Light use (infrequent / casual browsing), Standard use (news, search engines, etc), and Heavy use (video conferencing, streaming video, etc.), thereby having three finite options that may be selected. Other categories may atso be employed without departing from the scope and spirit of the invention. From certain perspectives, this information may be viewed as only being acquired when the information regarding web browsing 1443 is returned as true.
Another of the Boolean inputs -1440 includes whether the Internet will be used to host a web site, as shown in a block 1442. 'This information may be acquired by seeking an answer to the following question: Will the Internet be used for hosting a web site? If web site hosting is to be performed, then it is further determined the type of web site hosting, as shown in a block 1432 within the finite range/option integer inputs 143U. This information may be acquired by seeking an answer to the following question: What kind of web site will be running?
The finite range%tion of the type of web site hosting 1432 may be categorized as Light content (primarily text, few graphics), Typical content (text and graphics), and Heavy content (Multimedia, large graphics, streaming video, etc.), thereby having three finite options that may be selected. Other categories may also be employed without departing from the scope and spirit of the invention.
Frnm certain perspectives, this information may be viewed as only be acquired when the information regarding web site hostiing 1442 is returned as true.
Other integer input information that is acquired includes the number of expected daily hits on the web site 1413. This information tray be acquired by seeking an answer to the following question: How many site hits per day are expected? Again, this information may be Attorney docket No. W6isper'GVire.041t PATEI'~T
viewed as only be acquired when the information regarding web site hosting 1442 is returned as true.
Another of the Boolean inputs 1440 includes information concerning ~uvk~ether the Internet wilt be used to perform large file transfers, as shown in a block 1444. A
threshold governing what will or will not be considered a large file transfer may also be employed to assist in this Boolean determination, 'This information xnay be acquired by reeking an answer to the following question: Will the Internet be used i'or large file transfers?
Another of the integer inpufs includes the average file transfer size 1414.
'his information may be acquired by seeking an avswer to the follo~wimg question:
What is the average file size? The fate size determination is made in Mbytes in one embodiment; it may be made using other ~Ie sizes zxieasurements as well withaut departizag from fihe scope and spirit of fhe inventyon. This information concerning average fZle transfer siize 1414 may be viewed as only be acquired when the information regarding large file traysfer 1444 is returned as true. ' Yet another of tl~e integer inputs includes the number of file transfers) per day 1415.
This infozxnation may be acquired by seeking an answer to the following question: low many ~les will be transferred per day? This information concerning number of file transferts) per day 1415 rxiay be viewed as only be acquired when the information regarding large file trarts:fer 1444 is returned as true.
Another of the Boolean inputs 1440 includes information concerning whether the Internet will be used to support the voice over Internet protocol (VOJEI?), as shown in a block 1445. This information may be acquired by sEeking an answer to tire following question:
Will the Internet be used for voice over 1~?
Another of tlae integer inputs includes the numaber of voice ovex Internet protocol cans that must be supported simultaneously, as shown in a blocJk 1415. This infarmation may be Attorney Docket No. WhisperWire,.04at pAT,ENT
acquired by seeking an answer to the following question: How many simultaneous calls will needs tv be supported? 'flais information concerning number of voice over Internet protocol calls that must be supported simultaneously, as shoyvn in a block 141.6, may be viewed as only be acquired when tlae information regarding voice over Internet protacol (''V~OIP) 1445 is returned as true.
Another of the integer inputs includes how critical Internet use is to a business's success or failure, as shown in a block 1433. This measure is a way of trying to capture the degree of importance of Ynternet use to the operations of the business. ',Chis information may be acquired by seeking an a~zsrwer to the following question:1-Iow crifical is the Iutemet to the business? 'fhe finite range/option of the critical rntemet use 1433 may be <rategonzed as Outage is a minor ir~eonvenienee, Outage may disrupt business but revenue will not be lost, and Outage causes operations to fail or revenue to be lost, thereby ha~rix~g thxee finite options that may be selected.
In addition, another of the integer inputs includes determining what data type is to be transmitted via the Internet connection, as shown in a block 1434. This information naay be acquired by seeking an answer to the following question: Whit type of data will be transmatted over this Internet connection? The f rutc rauge/option of the data type transmitted via the Internet coru~ection 1434 may be categorized as Normal data (including general e-mail, web bxowsing, business documents), Sertsitxve data (including confidential records, credit card numbers, customer orders), and Critical data (including monetary transactions, etc.).
Also, information concerning the monthly target budget for the customer is shown in a block 1417. This information may be acquired by seeking an answer to the following question:
What is the customer's target monthly budget?
The information, shown witbin the FIG. 14, is provided by the user and is then used in a number of equations to calculate the value needed for each of a number of traits to try to Attorney docket I~To. VVhisporwire-04R pAT~N'k' determine an Internet access soluiaoz~ using the dedicated xnternet access guidance engine. !"r~
certain embodiments of the invention, the number of traits iuc;Iudes 4 different traits which are (1) cost, (2) bandwidth, (3) reliability, and (4) ability to host a web site.
The cost and bandwidth tracts are employed as continuous variables. Reliability is employed as having 3 possible fuzzy values (low, m~liuxn and high), and the ability to host a web site is employed as a Boolean trait.
FICI. 15 is a functional block diagram oillustrating as embodiment of dedicated Internet access guidance engine processing 1500 that is perforrn~t in accordance with certain aspects of the present inverataon. A number of dedicated IO.ternet access guidance engine inputs) 1510 are provided $,rst to perform crisp value determination, as showxt in a block 1520. The dedicated Internet access guidance engine inputs) x 5 x 0 are the dedicated Internet access &uidar~co engine inputs) 1410 inputs provided within the FIG. 14 in certein embodiments ofthe invention.
When, fuay value calculation, shown in a block 1590;, is performed by transforming a predeterrniaed, ar sel~ted, group of the resulting crisp values generated within the crisp value determination functional block 1520. The crisp value deterraina~tion 1520 includes calculating clasp values for at least four traits, namely, cost 1530, web site hosting 1540, reliability 1550, and bandwidth 1560. For many of these traits, there are catculatioas to be perfarmed.
In some embodiments and for some of the traits, very little calculation, or nn calculation is required as the trait value is provided directly within. the dedicated Internet access guidance engine inputs) 1510. 1~or example, cost 1530 is provided directly, as shaven in. a blocl~ 1532.
The direct pravi~~ion of the cost 1530 is within the dedicated Internet access guidance engine inputs) 1510. No calculation is required, and no equations are employed within the crisp value calculation 152a in such embodiments.

Attorney Docket No. W~isperWiire-04R. PATENT
The web site hosting 1540 may also be provided directly, as shown in a block 1542.
Again, in such embodiFnents, no calculation is required, and no equations are employed within the crisp value determination 1520 when the web site hosting 1540 information is provided directly 1542. From certain perspectives, the need to host a web site (shown in the block 1540) is also directly gzvezt i» a question; the question may be selected from either of the embodiments of the FIG. 13 or the FIG.14. In one embodiment; this information (web site hosting 1540) is the only trait that is not treated in a fuzzy manner. If a user needs to host a web site, and a fiechnology does not provide for it, then that technology is immediately disqualified. This is shown in a block 1544. Available product(s)/sezvice(s) are iuorunediaxely disqualified if web site I 0 hosting 1540 is required by a customer, as shown in the block 1$4-0~.
The crisp value for reliability 1550 may be calculated relatively easily. The reliability 1550 may be determined by incorporating information gained from two questions;
again, the questions may be selected from either of the embodiments of the FIG. 13 or the FIGr. 14. In one -embodinn~ent, a determination o~ ~nitzcal Intez~net use 1553 and the data type to be transmitted via the Internet connection 1554 are used to set the value of the reliability 1554. In certain embodiments of the invention, the determination of critical Tnt~~net use 1553 and the data type to be transmitted via the Internet connection 1554 are critical In~te~rnet use 1433 and the data type transmitted via the Internet connection 1434, respectively, of tb~e FIG. 14.
The deterniiuation of the bandwidth 1560 ~uvithia crisp value determination I520 u~ay involve performing calculations, as shown in a block 1561. Initially, a determination of the number of users) 1562 is made. if desired, this derv=~~~tion of the determina'tzon of the number of users) 1562 involves information of the total number of present users of the Internet as well as the projected number of Internet users after a predetermined peryod of time. In: certain Attorney Docket No. WhFsperwire-04R p~IT~N'x' embodiments of the invention, total number of present Internet users and the projected number of Internet users after a predetermined period of time axe the ncrmber of people who now use the Internet X 411 and the number of people who will probably be using the Internet a predetermined of time from the present is shown in a block 1412 (such as orie-year x~n the future), respectively, of the FIG. 14. If desired, these two values are used in a weiighted averaging calcula4on. One example of portion of programming that may be used to calculate the number of users) 1562 is as follows:
Calculate n~ber of users:
number of users = 0.75 * (number of users~ear - number of_a5~er5 now) + number o~ usersnow Tlae resulting number of users) 1562 is used in many o~f the subsequent calculations. For example, in calculating the entail bandwidth 1563, the number of users) 1562 is employed iz~
some embodiments. Qne example of portion of programming; that may be used to calculate the email bandwidth i 563 is as follows:
Calculate kbps_for email:
if not bas_ email:
kbps for_emaa7 = 0 else:
kb~er item = 20 'rtems~er day~er~erson =100 kb~er day~erson ~= kb~cr item * itenns~per_day~er,person kbps~er~erson ° (kb~r daY~se~on * 1.04 * 8) / (1~ * 3600) kbps for cma~'1=kbps~er~erson * number o~f users In ca3culating the web browsing bandwidth L564, th~~ .number of users) 1562 is also employed in some embodiments; in addition, the type of web hosting that is to be supported may Attorney Docket No.'PlThisperWire-O~iR PATENT
also be one of the parameters used to perform these; calculations, and this value {web browsin~type) may be represented Os being light, typical, or heavy (as will also be shown below). One example of a portion of programming that may be used to calculate the web browsing bandwidth 1564 is as follows:
Calculate kbps fox web browsing:
if not has; web browsing:
kbps for web browsing = 0 else:
if web browsing_typc = 0: (Use 0 = light, 1='typical, and 2 = Heavy) kb~er request = 8.19 elif web browsing_type =1:
kb_per~request = 50.0 elif web browsing, type = 2:
kb~cr request = 80.0 requests~er minute = 4.0 kb~er_min requested_per~erson=kb,:per request * reciuests~er minute kb reduired~er~ersvn = kb.,per min requested~er~e~rson * 1.024* 8.0 / 60.0 using_at same time dur~g peak = 0.4 kbps_per_person not = using_at same_time_during_peak * kb xequired~er~erson real kbps=kb~required~er~erson w number of users * asing_at same tirne_dnri~peak min kbps = 56 kbps for web browsing = ma~c(min kbps, rea! kbps) To calctixate the web site hosting bandwidth 1565,, one example of a portion of programming that may be used is shown as follows:
Calculate kbps_for web site_Inosting:
if not has hosting website:
4b Attorney Docket No.'~VHisperWire-041 lP,t~T~~' kbps for web site hosting - 0.0 clse:
min kbps ° 128.0 page size ° 35.0 hits,_per day = hosting_website hits if hostir~~websire type = o:
page size ~ 35.0 min kbps =128.0 elifhosting_website type 1:
page size = 50.0 roux kbps = 256.0 elif hosting_website type ~ 2:
page size = 75.0 mnat kbps ° S 12.0 kb~er_day ~ h'rts~er day * page size * 1.024 * 8.0 real kbps ~ kb~ar day / (18 * 60 * 60) . ' kbps for web site hosting ~ max(miin kbps, Feat kbps) f'o calculate the file transfer bandwidth 166, one example of a portion of programming that may be used is shown as follows:
Calculate kbps for file transfers:
if not has file transfers:
kbps for file transfers a 0_0 else:
MB = 1048576.0 rain bw = ((file transfers size * MB * 8.0) l 1000.0) I (5.0 "~ 60.0) targct_bw = ((fife Transfers size * MS x 8.0 * file transfers: ccimt) looo:o) / (la.o * 60.0 * so.o) A,ttornep Dochct No, WbrsperWire-04~ PA~'EIV~
kbps~or_filetransfers =ma~c(m~oa bw; target bwy To calculate the voice over Internet protocol bandwidth :1567, one example of a portion of prograin~ning that is shown as follows:
Calculate kbps for voice over ip:
if not has_voice_ip:
kbps_for voice over_ip = 0.0 else:
simultaneous coils = voice ip_cocmt 6729 RTP_compression = I2.0 , I O kbps for voice_over ip = simultaneous calls * 6729 RTP compression Then, once each of the values for the email bandwidth 1563, web browsing bandwidth 1564, web site hosting bandwidth 1565, file transfer bandwidth I 566, and the voice over Internet protocol bandwidth 1567 have been calculated, they are allused to calculate a total bandwidth 1569. To calculate the total bandwidth i 569, one example of a portion of pro~camming that is shown as follows:
Calculate total kbps:
Total kbps = kbps for ema~7 + kbps for web_browsing * kbps for web,~site hosting +
kbps~or file_tiansfers + kbps for voice over ip The operations within the fuzzy value calculation functio~xal block IS90 may be viewed, in one embodiment, as described below. To this point, crisp values that represent the needs of a customer have been used, However, there is a finite number of available products/services that may serve 'the customer's needs of Internet access. That is to say, there is a set of products with values for cast, reliability, ability to host a web site, and bandwidth. Each product pmowides a crisp value for each of these traits. Yet, it is desirable to employ fuay logic (that ez~nploys ~u'.zy Attaraey Docket No. Whisperwire-04R pAT~NT
values to enable rating of the various 'products andlor services using the dedicated iaternet access guidance engine.
One example of a poxtion of programmiy that may be used to transform cost of a product into a fuzzy trait is shown as follows:
cost fuzzy-variable ~ fuzzy.Variable f cast', '~', ~, 50000.0) fuzz's cost ~ fuzzy.~alue( fuzzy.Set(0 l 0, 0.1 / cost * 0.6, 0.9 I cost, I l cost fuzzy_vax~able.upper), cost fuzzy variable) Where cost is the crisp cost value.
One example of a portion of prog~,ing that may be used to transform effective bandwidth of a product into a fuzzy trait is shown as follows:
kbps fvzz~! variable = ~uZZy.'Variable f banawidth~, xbps', o, 45000.0) fuzzy kbps = fuzzy.Value( fuzzy.Set(1 ! 0, 0.9 / kbps * 0.95, 0.1 / kbps, 0 / kbps * 10), kbps~fuzzywariable) One example of a portion of programuming that may be usod to transfornni a fuzzy trait for reliability 1550 is shown below. Reliability is treated as a fuzzy value for which all possible combinalaon of product offering (Ivwv~, medium=I, hig~.=2) and customer need (low=0, medium--1 and l~iglr~2) have been pre-calculated by the following function:
Function rah reliability(uscr needs, product~rovides):
If user needs ~ product~ovides: return 1 If user needs > product~rovides: xeturn 0 If user needs = product~rovides: retrun 0.9 For cost and reliability, the carrespoydin$ fuzzy value for the p~duct is used to calculate the membership value of the user need and tkbax value i.<<~ used as ttxe level of ccstomer satisfaction.

FIG. 16 is a block diagram illustrating an embodiment of dedicated Internet access guidance engine rating functionality 1600 that is performed in accordance with certain aspects of the present invention. In one embodiment, the dedicated Internet access guidance engine employs dedicated Internet access guidance engine metrics 1610 to perform dedicated Internet access guidance engine pxocessing 1690. As shown by the dedicated Internet access guidance engine metrics 1610, several metrics may be used. In some embodiments, 4 metrics are used. In addition, any other metric 1619 may also be used. Exemplary metrics are cost I613, effective bandwidth 1612, reliability 1614, and ability to host a web site 16I5. Again, any other metric 1619 may be used as well for the dedicated Internet access guidance engine metrics 1610 without departing from the scope and spirit of the invention.
The dedicated Internet access guidance engine processing 1690 includes the rating of a product and/or service 1691. In performing the rating of the product and/or service 1691, the various metrics used axe combined into a single metric 1695. 'That is to say, the dedicated Internet access guidance engine metrics 1610 are combined into a single metric as shown in the block 169.5. In this embodiment, the configuration is rated using the 4 different criteria (cost 1613, effective bandwidth 1612, reliability 1614, and ability to host a web site I615), and there is a need to summarize these various metrics to obtain a single rating. It is also important to use a metric or metrics that is or are easy to combine.
One metric that is used in accordance with certain aspects of the invention is a level of customer satisfaction, shown as a metric in a block 1696. The level of customer satisfaction may be used as a metric for each of the traits employed within the expert system.
As described in various other aspects of the invention, similar operations may be performed using a data network guidance engine. Then, weighted averaging is employed as one method in which to combine the Attorney Docket No. WhiSper9Vire-04R PATENT
various customer level of satisfaction znebriics, as shown m a block I69?.
Again, the re customer satisfaction levels for each trait rinay be sumrrzatized with weighted averages as in embodiments of the invention desext'bed in a data network guidance engine as well. Ultimately within the single metric combination of the block 1695, the customer satisfaction is then summarised as shown in a block 1698.
The dedicated Internet access guidance engine rating functionality 1600 then provides summarized ratings I 620 for use ire various components of the dedicated Internet access ,guidance engine. These summarized xatings 1620 may include railngs that are presented to an agent 1621, and also ratings that are output for use by an agent as shown in a block 1622.
For example, the ratings may be provided into an editable document, such as an: MS WORD
document far use by the agent im report preparation.
FTG. 17 is a block diagram illustrating an embodiment of dedicated Internet access guidance engine rating combination 1700 that i5 performed in accordance with certain aspects of the present invention. In a block 17I0, the Ievel(s) of eustrnner satisfaction are iztpux. These levels of customer satisfaction may be provided is the block. 1710 for any number of traits, shown as a trait #1 1711, s trait #2 1712, ..., and a trait #n 1'719. p'or the levels) of custamex satisfaction shown in the block 1710, a weight is assigned to the levels) as shown in a block 1720. If desired, a Boolean is assigned to the levels) indicating whether they are to be taken as a minimum upper bound or not, as shown ith a block 1730. For both of the operations performed in the blocks 120 and 1730, they may be performed an a per trait basis as showcu in blocks 1721 and 1731., res,~ctively.
'fhe assignment of weights in the block I 720 and the alternative assigning of a Boolean in the block x?30 may be provided by a customer, or by a user, or agent, as shown is blocks 1725 r and 1726. The input may be interactive for each, perhaps via a GIJI in various embodiments of the invention. If desired, the user could be given the means to define these weights interactively for example by means of sliders in the page where the problem is submitted to the data network guidance engine.
Then, the various ratings are sunn~narized into a single rating in a block I
740. If desired, weighted averaging is employed to generate the single rating as shown in a block 1741. If desired, the level of satisfaction for each trait is used and summarizes using a similar approach within the dedicated Internet access guidance engine as within the data network guidance engine case.
There are also many alternative means that may be employed to generate a summary rating without departing from the scope and spirit of the invention: The various means may be employed in a dedicated Internet access guidance engine and/or also within a data network guidance engine, among other guidance engines envisioned within the scope and spirit of the invention.
Given the input on a user needs, and any given product p; and also assuming there are levels of customer satisfaction hl, h2, ..., hn for each ofthe n traits. Then, a generalized mean function may be used as follows:
(w l * h 1 * * alpha + w2 * h2 * * alpha + . . . + wn * hn * * alpha) / (w1 +w2+. . .+wn) This may be used to calculate the summary rating for that product with respect to the user needs. The notation is as follows:
wi is the weight assigned to trait i * means multiplication * * means exponentiation A,ttcrrney Docket Na'WbfsperWire-04~It PATENT
alpha is a real number other than zera. .A,lpha is chosen With the following mathematical results in mind:
As alpha tends to infnity, the result o~the generalized paean tends to max(hl, h2, ..., hp?
If alpha =1, the generalized mean yields a nozmal weighted average.
In the limit where alpha tends to zero, the gensraLixed mean tends to the geometric mean 1f alpha = -I, the generalized mean gelds a harmonic mean.
As alpha tends to minus ir~nity, the result of the generalized mean tends to min(h1, h2, ..., ha).
In one embodiment employed four a data network guidance engine, alpha. ~ -2.
In view of the above detailed description of the present i~ntion and associated drawings, other modifications and variations will now become apparent to those skilled in tbie art.
It should also be apparent that such other modifications and variations m~a.~r be e~ without departing from the spirit and scope of the present invention.

Claims (20)

What is claimed is:

1. An expert system adapted dedicated Internet access guidance engine, comprising:
a dedicated Internet access guidance engine;
a plurality of available Internet access products;
customer need input concerning a plurality of dedicated Internet access guidance engine questions, the customer needs are provided to the dedicated Internet access guidance engine;
the dedicated Internet access guidance engine uses the customer need input to rate at least one available Internet access product of the plurality of available Internet access products; and the dedicated Internet access guidance engine selects a recommended Internet access solution, that is operable to meet a customer need, from among the plurality of available Internet access products and the rated at least one available Internet access product.

2. The expert system adapted dedicated Internet access guidance engine of claim 1, wherein the dedicated Internet access guidance engine provides the recommended Internet access solution to an agent using a graphical user interface.

3. The exert system adapted dedicated Internet access guidance engine of claim 2, wherein the dedicated Internet access guidance engine provides a compatible Internet access solution and a not recommended Interact access solution to the agent using the graphical user interface.

4. The expert system adapted dedicated Internet access guidance engine of claim 1, wherein the rating of the at least one available Internet access product comprising determining a plurality of traits corresponding to the customer need, the determination made using the customer need input; and the plurality of traits comprising a cost, an ability to host a web site, a reliability, and a bandwidth.

5. The expert system adapted dedicated Internet access guidance engine of claim 4, wherein the bandwidth comprises information of bandwidth needs for at least one application selected from the group comprising an email application, a web browsing application, a web site hosting application, a file transfer application, and a voice over Internet protocol application.

6. The expert system adapted dedicated Internet access guidance engine of claim 4, wherein the reliability comprises a maximum of a value indicative of a criticality of Internet use and a value indicative of a data type transmitted via the Internet.

7. The expert system adapted dedicated Internet access guidance engine of claim 4, wherein the customer reed input comprises an integer input and a Boolean input.

8. The expert system adapted dedicated Internet access guidance engine of claim 4, wherein the ability to host a web site comprises a Boolean input.

9. A dedicated Internet access guidance engine method used within an expert system, comprising:
providing a plurality of dedicated Internet access guidance engine questions to a customer;
receiving a plurality of answers, corresponding to the plurality of dedicated Internet access guidance engine questions;
providing the plurality of answers to a dedicated Internet access guidance engine;
performing dedicated Internet access guidance engine processing to calculate a plurality of crisp values to represent a plurality of traits corresponding to a plurality of customer needs;
transforming at least one crisp-value of the plurality of crisp values to a fuzzy value to represent at least one trait within the plurality of traits with the fuzzy value;
rating at least one available Internet access product within a plurality of available Internet access products, using the dedicated Internet access guidance engine, based on the fuzzy value and at least one crisp value within the plurality of crisp values; and recommending an Internet access solution, that is operable to meet the plurality of customer needs, from among the plurality of available Internet access products and the rated at least one available Internet access product.

10. The method of claim 9, wherein the expert system further comprises a data network guidance engine.

11. The method of claim 9, further comprising providing the recommended Internet access solution to an agent using a graphical user interface.

56~

12. The method of claim 11, further comprising providing a compatible Internet access solution and a not recommended Internet access solution to the agent using the graphical user interface.

13. The method of claim 11, further comprising providing an explanation to the agent, using the graphical user interface, that explains why the recommended Internet access solution was recommended.

14. The method of claim 9, wherein the plurality of traits comprises a cost, an ability to host a web site, a reliability, and a bandwidth.

15. The method of claim 14, wherein the ability to host a web site comprises a Boolean value.

16. The method of claim 9, wherein the plurality of cusp values comprises an integer value and a Boolean value.

17. A dedicated Internet access guidance engine method used within an expert system, comprising:
performing real time interaction between a customer and an agent;
providing a plurality of dedicated Internet access guidance engine questions to the customer;

receiving a plurality of answers, corresponding to the plurality of dedicated Internet access guidance engine questions;
inputting the plurality of answers into a dedicated Internet access guidance engine via a graphical user interface;
performing dedicated Internet access guidance engine processing to calculate a plurality of crisp values to represent a plurality of traits corresponding to a plurality of customer needs, the plurality of crisp values comprising a cost, an ability to host a web site, a reliability, and a bandwidth;
transforming at least one crisp value of the plurality of crisp values to a fuzzy value to represent at least one trait within the plurality of traits with the fuzzy value;
rating at least one available Internet access product within a plurality of available Internet access products, using the dedicated Internet access guidance engine, based on the fuzzy value and at least one crisp value within the plurality of crisp values; and recommending an Internet access solution, that is operable to meet the plurality of customer needs, from among the plurality of available Internet access products and the rated at least one available Internet access product; and wherein the rating of the at least one available Internet access product within a plurality of available Internet access products comprises disqualifying the at least one available Internet access product when the at least one available Internet access product is inoperable to support web site hosting and when the ability to host a web site crisp value comprises a true value.

18. The method of claim 17, wherein the rating of the at least one available Internet access product comprising employing dynamic calculation.

19. The method of claim 17, wherein the ability to host a web site comprises a Boolean customer need.

20. The method of claim 17, wherein. the bandwidth, comprises the at least one crisp value of the plurality of crisp values that is transformed to a fuzzy value.