A Proactive Inferencing Agent for Desk Support

We describe an approach towards integrating the semantics of semi-structured documents with tasksupport for (weakly-structured) business processes and proactive inferencing capabilities of a desk support agent. The proactive assistance of the intelligent agent is motivated by the requirements posed in (weakly-structured) business processes performed by a typical knowledge worker. First, we introduce a reactive agent that provides knowledge out of an organizational memory for the business task at hand. The building of the reactive agent requires rather rigid query structures that do not fit nicely with varying precision of knowledge found in the organizational memory. Thus, we propose an enhanced agent that reasons proactively about what might be interesting to you and what might be due in your next step.

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