KNOWLEDGE-BASED SALES ADVISORY: EXPERIENCES AND FUTURE DIRECTIONS

This paper investigates the impact of knowledge based information systems (KBIS) on commercial organisations. A questionnaire and interview format was used to gather information from eleven commercial organisations developing KBIS. Three prime areas were considered, namely knowledge acquisition, knowledge representation, and KBIS development methodologies. For each of these areas, the normative position as expressed in the literature is presented and then compared to the survey findings. Problems involved in the development of KBIS are mentioned as well as developers’ perceptions of the future directions for KBIS within their organisations. Additional information on each organisation is presented in an Appendix in order to provide a richer picture and background to the study. The main preliminary findings are that KBIS have made an impact on organisations in Australia who are willing to make a considerable investment of resources in this new venture. While most organisations are treating this technology as research and development, they believe that the technology will be absorbed into their mainstream information systems in the future. These systems are seen as providing a competitive edge to those organisations willing to make the investment.

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Best Practices and Emerging Trends for Knowledge-Based Organizations and Academic Institutions around E-Learning

International Journal of Smart Education and Urban Society ◽

10.4018/ijseus.2020040102 ◽

2020 ◽

Vol 11 (2) ◽

pp. 16-27

Author(s):

Emad Rahim ◽

Darrell Norman Burrell ◽

Terrence Duncan ◽

Aikyna Finch

Keyword(s):

United States ◽

Best Practices ◽

Driving Force ◽

The United States ◽

Academic Institutions ◽

Future Directions ◽

Knowledge Based ◽

Emerging Trends ◽

New Knowledge ◽

E Learning

Many organizations have embraced the notion to operate effectively in today's competitive climate as it is critical for them to become a knowledge-based organization, which is one where the focus is consistently on ways to help their stakeholders learn and develop new knowledge. The United States system of higher education and knowledge-based organizations have been vital to the economic development of the United States because of their capacities to generate and distribute knowledge and the growth of online learning has been a driving force behind the growth of new processes and approaches. This article looks at those trends through an exploration of the literature. The purpose is to inform and explore the current and future directions of e-learning in knowledge-based organizations and academic institutions.

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From automats to algorithms: the automation of services using artificial intelligence

Journal of Service Management ◽

10.1108/josm-05-2019-0161 ◽

2020 ◽

Vol 31 (2) ◽

pp. 145-161

Author(s):

Chris Meyer ◽

David Cohen ◽

Sudhir Nair

Keyword(s):

Artificial Intelligence ◽

Professional Services ◽

Strategic Choices ◽

Future Directions ◽

Content Type ◽

Codified Knowledge ◽

Knowledge Based ◽

Processing Theory ◽

Customer Interaction ◽

Conceptual Paper

PurposeThe paper aims to fill this gap by positing a framework that considers the service automation decision as a matter of knowledge management: a choice between human resident and codified knowledge assets.Design/methodology/approachThe paper is a conceptual paper, grounded in the knowledge-based view.FindingsThe paper uses the information processing theory, which argues that the level of uncertainty in a process should dictate the type of knowledge deployed, as the contingency for the automation choice, and customer interaction uncertainty as the driver of that contingency. From these ideas, propositions are generated relating customer interaction uncertainty and service automation. Further implications for artificial intelligence (AI) are also explored.Originality/valueThe framework illuminates and informs the strategic choices regarding service automation, including the use of AI in professional services, a timely and highly important topic. It offers a valuable model for practitioners and contributes to the academic literature by pointing the way for future directions for scholarly research.

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