Towards a people-oriented knowledge management environment

Author

Dignum, V.

Author_Institution

NOTION, Nyenrode Univ., Achmea

fYear

2000

fDate

2000

Firstpage

1134

Lastpage

1138

Abstract

We present ongoing research on intelligent knowledge management (KM) environments supporting communication in a virtual environment. An agent community handles the interaction between knowledge sources of different degrees of formality and knowledge users and creators, based on real user needs and virtual collaboration. Intelligent agents handle knowledge sources and tasks, and a personal assistant provides a personalised, dynamic interface to users. The concept of IKME is being applied in the context of a cross sell support pilot at Achmea Customer Care Centre in the Netherlands

Keywords

bank data processing; call centres; data warehouses; insurance data processing; knowledge based systems; marketing data processing; multi-agent systems; Achmea Customer Care Centre; agent community; communication; cross sell support pilot; intelligent agents; intelligent knowledge management environments; knowledge creators; knowledge sources; knowledge users; people-oriented knowledge management environment; personal assistant; personalised dynamic interface; user needs; virtual collaboration; virtual environment; Collaboration; Collaborative work; Information systems; Intelligent agent; Intelligent systems; Knowledge management; Modems; Robust stability; Technological innovation; Virtual environment;

fLanguage

English

Publisher

ieee

Conference_Titel

Database and Expert Systems Applications, 2000. Proceedings. 11th International Workshop on

Conference_Location

London

ISSN

1529-4188

Print_ISBN

0-7695-0680-1

Type

conf

DOI

10.1109/DEXA.2000.875169

Filename

875169