Designing Bots to Support Problem Solving

MONASHEV, Mikhail a Jan MENDLING. Designing Bots to Support Problem Solving. In Proceedings of the European Conference of Information Systems. 2024.

Základní údaje

• Originální název: Designing Bots to Support Problem Solving
• Autoři: MONASHEV, Mikhail a Jan MENDLING.
• Vydání: Proceedings of the European Conference of Information Systems, 2024.

Další údaje

• Typ výsledku: Stať ve sborníku
• Utajení: není předmětem státního či obchodního tajemství

Anotace

Robotic Process Automation (RPA) encompasses bots that perform rule-based and repetitive tasks by mimicking human interactions with information systems. The increased automation of repetitive tasks enables knowledge workers to shift their focus to less repetitive problem-solving activities within Knowledge-intensive Processes (KiPs). Nevertheless, the extent to which bots can be applied to these tasks remains unclear. In this paper, we define and evaluate five new design principles aimed at providing problem-solving support for KiPs. The definition of these principles is informed by Case-Based Reasoning (CBR), which utilizes insights from past experiences to address present problems. The proposed principles expand the existing body of design knowledge at the overlap of RPA and KiPs fields. They guide the development of new bots capable of addressing the limitations of human-centred CBR connected to remembering relevant cases while simultaneously decreasing the cognitive workload of knowledge workers.

Návaznosti

• MUNI/A/1315/2022, interní kód MU: Název: An Integration of Business Process Management and Knowledge Management

Investor: Masarykova univerzita, An Integration of Business Process Management and Knowledge Management