In the field of multimedia services, we propose an architecture for designing and implementing services that are robust, adaptive to their users and their environment. Behind the notion of multimedia services we mean an added value for the management of interactive communications on various media like web, email, SMS, telephony, fax... Users are important actors in the communication process: systems must be designed to take users behavior models into account for including them in the center of services. In order to satisfy them, the system will try to interpret their actions by diagnostic, and then when detecting a potential risk, it will have to plan a path that will bring them in a safe state, that is a known step on the way to their satisfaction. A second, but also central issue in the conception of multimedia services is the resource management. The global system must provide a given quality of service (QoS), in function of the resources it can use. This implies recurrent and appropriate choices that require a precise description of resource capabilities.