EULE: Supporting Office Work

Presented By: Abrar Adeel Brian Belonia Chintal Shah

A Knowledge-Based Approach to Support Business ProcessesBy: Ulrich Reimer, Andeas Margelisch, Martin Staudt

What is a Knowledge Based System?

A system which is built around a knowledge base i.e. a collection of knowledge, taken from a human expert, and stored in such a way that the system can reason with it.

Why a Knowledge Based System?

Our Case Company: Swiss Life

The Insurance industry depends on complex, legal, and company-specific regulations to process contracts.

Increase efficiency and quality of the office task performance due to increasing competition.

Provide guidance and interactive support to office workers.

Swiss Life introduces EULE….

EULE Functionality

Knowledge Representation

AI

Business Process Modeling Knowledge Management

Encoding and StoringOf

Knowledge

Relevant legislationAnd

Company regulations

Encoding and StoringOf

Knowledge

EULE: an AI System

“The system supports knowledge management and knowledge representation. The knowledge base encodes knowledge, which is crucial for the company. In addition, it helps to make it available to whomever and wherever needed.”

EULE’s Functionality (continued)

Just-in-time knowledge delivery

AdaptationAll types of users are supported on EULE

(e.g. Novice & Expert)

Maintainability

So how does EULE work ?

Office Tasks

There are a number of different types of tasks (e.g. surrender of a contract)

Each task has a process description, which specifies how it should be done!

Laws and company regulations require them to be performed properly.

EULE: Work Process Each process associated with an office

task is visualized as a graph!

Node: Activity

ONE WHOLE TASK

Condition

That must be specified in order to move to the next activity.

B

AC

D

E

B1

EULE: Work Process Although a user can browse other

activities, he only works with those activities relevant to the task.

User can request explanations for why he or she is performing an activity, which can be an underlying legislation or company regulation.

Office Task Process Descriptions

HLL Distinguishes three different activities:

working step, simple activity, and composite activity.

Two predefined concepts of ‘right’ and ‘obligation’

EULE: Work Process

Node: Activity

ONE WHOLE TASK

Condition

B

AC

D

E

B1

Simple ActivityComposite Activity

Working Step

Implementation

Four main components: HLL Complier EULE KBMS EULE Execution Controller EULE GUI

EULE Components

Compiler

Controller

Output Descriptions

K

B

M

S

G

U

I

Datalog clauses

Impact of EULE

As a part of an Organizational Memory System

As an embedded part in a Business Process Framework

EULE – Organizational Memory System What is an Organizational Memory

System?Active RolePassive Role

How EULE fits in ?Electronic Performance Support System

(Active Role)

EULE – Business Process Modeling Framework What is Business Process Modeling

Framework ? How EULE fits in ?

Process Description

Related Work

Other systems comparable to the functionality of EULE

Not detailed oriented Weakly structured workflows Study done August 1998

Conclusion

Provides computer-based guidance and interactive support

Relies on a knowledge representation language Productive in mid-1999 Continued working into all models activities at

Swiss Life Future activities: Tool supports modeling and

handle modeling themselves

Any Questions?