Delivering effective customer service over the internet requires attention to many aspects of knowledge management if it is to be both satisfying for customers and economical for the company or other organization. In RightNow ESERVICE CENTER, such management is built into the architecture and supported by automatically gathering metainformation about the documents held in the core knowledge base. A variety of AI techniques are used to facilitate the construction, maintenance, and navigation of the knowledge base. Customers using ESERVICE CENTER report dramatic decreases in support costs and increases in customer satisfaction because of the ease of use provided by the self-learning features of the knowledge base.

The infrastructure of modern society is controlled by software systems. These systems are vulnerable to attacks; several such attacks, launched by "recreation hackers," have already led to severe disruption. This article is set in the context of self-adaptive survivable systems: software that judges the trustworthiness of the computational resources in its environment and that chooses how to achieve its goals in light of this trust model. Self-adaptive survivable systems contain models of their intended behavior; models of the required computational resources; models of the ways in which these resources can be compromised; and finally, models of the ways in which a system can be attacked and how such attacks can lead to compromises of the computational resources.

With the emergence of electronic-commerce systems, successful information access on electroniccommerce web sites becomes essential. To provide an efficient solution for information access, we have built the NATURAL language ASSISTANT (NLA), a web-based natural language dialog system to help users find relevant products on electronic-commerce sites. The system brings together technologies in natural language processing and human-computer interaction to create a faster and more intuitive way of interacting with web sites. By combining statistical parsing techniques with traditional AI rule-based technology, we have created a dialog system that accommodates both customer needs and business requirements.

Knowledge portals provide views onto domain-specific information on the World Wide Web, thus helping their users find relevant, domain-specific information. The construction of intelligent access and the contribution of information to knowledge portals, however, remained an ad hoc task, requiring extensive manual editing and maintenance by the knowledge portal providers. To diminish these efforts, we use ontologies as a conceptual backbone for providing, accessing, and structuring information in a comprehensive approach for building and maintaining knowledge portals. We present one research study and one commercial case study that show how our approach, called seal (semantic portal), is used in practice.

This article presents a learning agent shell and methodology for building knowledge bases and agents and their innovative application to the development of a critiquing agent for military courses of action, a challenge problem set by the Defense Advanced Research Projects Agency's High-Performance Knowledge Bases Program. The learning agent shell includes a general problem-solving engine and a general learning engine for a generic knowledge base structured into two main components: (1) an ontology that defines the concepts from an application domain and (2) a set of task-reduction rules expressed with these concepts. The development of the critiquing agent was done by importing ontological knowledge from cyc and teaching the agent how an expert performs the critiquing task. The learning agent shell, the methodology, and the developed critiquer were evaluated in several intensive studies, demonstrating good results.

The AAAI-2000 Workshop Program was held Sunday and Monday, 3031 July 2000 at the Hyatt Regency Austin and the Austin Convention Center in Austin, Texas. The 15 workshops held were (1) Agent-Oriented Information Systems, (2) Artificial Intelligence and Music, (3) Artificial Intelligence and Web Search, (4) Constraints and AI Planning, (5) Integration of AI and OR: Techniques for Combinatorial Optimization, (6) Intelligent Lessons Learned Systems, (7) Knowledge-Based Electronic Markets, (8) Learning from Imbalanced Data Sets, (9) Learning Statistical Models from Rela-tional Data, (10) Leveraging Probability and Uncertainty in Computation, (11) Mobile Robotic Competition and Exhibition, (12) New Research Problems for Machine Learning, (13) Parallel and Distributed Search for Reasoning, (14) Representational Issues for Real-World Planning Systems, and (15) Spatial and Temporal Granularity.

Language processing has a large practical potential in intelligent interfaces if we take into account multiple modalities of communication. In particular, the integration of natural language processing and hypermedia allows each modality to overcome the constraints of the other, resulting in a novel class of integrated environments for complex exploration and information access. A great opportunity arises for intelligent interfaces and language technology of this kind to play an important role for individual-oriented cultural tourism. A recent project concentrated on the combination of two forms of navigation taking place at the same time -- one in information space, the other in physical space.

Intelligent-agent technology is one of the most exciting, active areas of research and development in computer science and information technology today. The First Asia-Pacific Conference on Intelligent- Agent Technology (IAT'99) attracted researchers and practitioners from diverse fields such as computer science, information systems, business, telecommunications, manufacturing, human factors, psychology, education, and robotics to examine the design principles and performance characteristics of various approaches in agent technologies and, hence, fostered the cross-fertilization of ideas on the development of autonomous agents and multiagent systems among different domains.

The AAAI-99 Workshop Program (a part of the sixteenth national conference on artificial intelligence) was held in Orlando, Florida. Each workshop was limited to approximately 25 to 50 participants. Participation was by invitation from the workshop organizers. The workshops were Agent-Based Systems in the Business Context, Agents' Conflicts, Artificial Intelligence for Distributed Information Networking, Artificial Intelligence for Electronic Commerce, Computation with Neural Systems Workshop, Configuration, Data Mining with Evolutionary Algorithms: Research Directions (Jointly sponsored by GECCO-99), Environmental Decision Support Systems and Artificial Intelligence, Exploring Synergies of Knowledge Management and Case-Based Reasoning, Intelligent Information Systems, Intelligent Software Engineering, Machine Learning for Information Extraction, Mixed-Initiative Intelligence, Negotiation: Settling Conflicts and Identifying Opportunities, Ontology Management, and Reasoning in Context for AI Applications.