Intelligent agents framework for developing knowledge-based decision support systems for collaborative organizational processes☆

Abstract In this paper we present a knowledge-based software framework for automating the execution of collaborative organizational processes performed by multiple organizational members. Intelligent computerized assistants or agents are used as the basis for the solution design. These assistants emulate the work and behavior of human agents; each of them is capable of acting autonomously, cooperatively and collaboratively to achieve the collective goal. Organizational processes expand in scope and evolve in time, and thus suffer from constantly changing requirements and assumptions. We demonstrate the effectiveness of our design formalism in managing change so that the software solution can adapt easily to the changing needs and situations of the organization. A knowledge-based operational prototype of the framework, using object-oriented technology and implemented using PROLOG, allowed us to examine the feasibility of having the “assistants” replace human agents in organizational process execution. These assistants proved to increase organizational productivity by effectively carrying out several tedious watchdog activities, thereby freeing humans to work on other challenging job-related responsibilities.