Finance and Accounting
Many expert system, neural network, and hybrid AI applications
as well as knowledge work systems have been developed
for the finance and accounting function. Rule-based expert systems
have been widely used tools for evaluating the credit risk
of loan applicants and for investment portfolio selection. A
number of financial services firms use neural networks for
stock and bond trading strategies, commodity trading, and
detecting credit card fraud. Financial professionals use investment
workstations that integrate a wide range of financial data
from internal and external sources as well as enterprise-wide
knowledge management systems with structured and unstructured
financial, accounting, and tax information.
Human Resources
The human resources function uses Web publishing tools and
knowledge repositories to communicate company policies to
employees and to provide online directories of human
resources policies and training programs. Human resources
specialists are also in charge of employee training programs to
help employees use knowledge management systems and may
also be responsible for operating the firm’s learning management
systems. The data from learning management systems
often are exported to human resources systems so that they
become part of each employee’s permanent records. Human
resources staff may be asked to help management develop policies
and procedures to promote a “knowledge culture.”
Knowledge networks can help human resources with staffing
by locating and identifying employees with the expertise for
new job openings. You can find examples of human resources
applications on pages 428 and 432.
Manufacturing and Production
The manufacturing and production function is replete with
knowledge system applications. Many companies are using
knowledge work and group collaboration tools for creating
and sharing product design and manufacturing specifications
and for project management. Expert systems have been used to
guide the configuration of orders when products with many
different parts or features are being assembled. Both expert systems
and case-based reasoning systems are used for assisting
diagnostic and repair work on malfunctioning products and
equipment. Fuzzy logic helps improve the performance of
products such as camcorders, air conditioners, washing
machines, and subway cars. Genetic algorithms have generated
solutions for problems in optimizing scheduling or design.
Intelligent agents are starting to be used in supply chain management.
You can find examples of manufacturing and production
applications on pages 415 and 453–455.
Sales and Marketing
Specialized corporate portals and repositories for structured
and unstructured knowledge have been created for sales and
marketing staff to help them access and share information
about customers, sales leads, competitors, and changes in product
pricing and specifications. Virtual reality and VRML simulations
can help customers experience the “look and feel” of
products and even tailor some of these products more precisely
to their needs. Case-based reasoning systems have been widely
used for customer service and support. Many online intelligent
agent tools and services have been developed to search the Web
for products and services specified by users and to assist them
in comparing prices and features.