On-line expert systems in network operations: the big bang theory proves true (for the buck, that is)

AT&T has recently deployed two online, continuous operation, cooperating expert systems: trouble evaluation and resolution by expert system application (TERESA) and expert analysis and solution assistant (EASA). TERESA supports automated switched services maintenance, and EASA supports automated facility maintenance operations. They are among the first cooperating expert systems of their kind deployed in the world. They produce substantial savings and quality improvements by streamlining network operations. A methodology for selecting, developing, introducing, and evaluating expert systems to support automated network operations is presented. TERESA and EASA and their cooperating role in network operations are described. Several key factors to guide successful online expert system applications which will meet customer expectations in a timely manner are discussed. Finally, multiple cooperating expert systems covering a broad range of network operations domains for future network operations are addressed