Automated Knowledge System : A Trusted Advisor

With the rapid advancements in the technological world, the utility provided by automated knowledge systems has also increased exponentially. Though, these have been serving humans since years but now they have taken up a larger portion of work and help humans to get their work done by artificial intelligence. Automated Knowledge Systems also known as Knowledge Based Systems are computer programs that use artificial intelligence to solve problems which are complex in nature. It uses knowledge that is acquired from humans and then is derived and developed consistently over time. A knowledge based system usually contains knowledge about a particular topic or a commodity. The information to be articulated is explicit in nature and is made available for the people who would be interested in accessing it.

Replacing the databases systems that stored simple data, transactions and information not capable of being remembered manually, knowledge based systems have an edge over these as they can store complex data that includes hypertext’s and multimedia files. The agenda behind the introduction of knowledge based databases was to produce structured information which is easily understood by the users. The initial researches under such systems aimed to contribute significantly in the fields of science and computers. Such complex information exhibited by these systems is called ontological knowledge which is used by the user to learn about a topic or concept. These systems also play a major role in helping humans to effective decision making on the basis of knowledge residing in them. Essentially, there are two components of such systems namely Knowledge Base and Inference Engine.  The former is concerned with containing knowledge about a specific problem to be solved and the knowledge is in the forms of rules, codes, words and symbols. The programmer enters the information which would help the user to solve his problem or to learn in detail about the problem concerned. This in no way means that the information once entered cannot be updated or changed, but is actually updated by the programmer consistently to offer efficiency.

Inference engine, on the other hand, helps the user to reach a conclusion or make a decision by using the information in the knowledge base. The decision made by the user is basically backed by the IF-THEN rules that are stored in the knowledge base which guides the system to work out a solution to a given problem. The inference engine can be divided into parts i.e. forward-chaining and backward-chaining. The former is data-driven and is used to extract all the possible information that there is by using the available information while the latter is goal-based and instead of deriving all the facts, it focuses to generate more precise information to devise a plan or procedure.

Features of Automated Knowledge Systems:

Automated knowledge systems work on a rule based system and simply work on the if-then logic. The “if” part is referred to as antecedent and the “then” part is the consequent. However, these systems have the following features that facilitate better understanding.

  • Interactive:

These systems are highly interactive and help the user to effectively solve the issue by unique and interrogatory methods to simplify the particular issue.  For product related queries or issues, these systems can be customized to have interactive interfaces to allow the customer to address the issue articulately.

  • Throughout Assistance: Many a times, humans cannot always be available at the time when a customer or user faces problem regarding anything and thus, these systems prove to be very utilitarian due to round the clock assistance that they offer. At any hour of the day, the services can be availed without any delay.
  • Wealth of Information:

Knowledge based systems are equipped with wide knowledge of subjects that might be important for the customers. The information stored can be used by the user the desired way and helps to make a decision that is backed by extensive analysis of the information available.     

  • Personalization:

One of the best features of these systems is that they can be used subjectively by different people according to their purpose. A user can filter and edit the information available and put it to use the way it means to. For example, a user while searching for a pair of shoes on a website can use filters to find the desired results to prevent wastage of time and to find effective results.

  • Rich Information: These systems carry information which is supported by images, info-graphics, and various multimedia files to enhance the information and make it more appealing and useful to the customer. Use of such multimedia files makes the information more clear and easy to understand as simple facts and data often fail to serve the purpose.

These were the basic features of these automated knowledge systems which mostly are useful for the user. These systems offer great value to companies and the employees in it to better understand the structure of the organization. These also serve various purposes to customers to solve their issues and problems. However, mentioned below are a few advantages that are offered by knowledge based systems.

  • Faster & Better Transfer of Information: The information stored in these systems is transferred at a relatively faster pace than it is done manually. The user can easily gather all the information required simply with few clicks and the work is done whereas getting information from a human can be less reliable and very slow.
  • Structures human knowledge:

These systems help to arrange the unorganized human knowledge into structured and well-defined information to be made useful for the customers. These systems make sure that no necessary information is missed and the user has a complete set of information for his reference.

  • Source of Knowledge: Knowledge bases systems serve as sources of knowledge for employees at lower levels in the organization. The employees can have access to expert knowledge and get familiar with the rules regarding the organization or a product.
  • Advanced Interface:

The problem solving interface that these systems provide outwork humans and provide a better way of dealing with the problems of users. The pre-determined solutions to the problems of the user are a result of the information registered by the programmer.

  • Lower Costs: With the outburst of these systems into the working of every organization or businesses, the employees need lesser training as the information stored in these systems is enough to train them effectively which in turn reduces the cost of the company or the business.

Clearly, these artificial intelligence driven systems benefit the enterprises significantly and offer great value. But after all, it’s a machine-operated system and cannot fully suffice to the need of humans to deal with real –life problems and basic human sense. As a consequence, these systems also have some drawbacks which are enumerated below:

  • Inflexible: Knowledge based systems operate on stringent rules and logical assertions and the decisions made on the basis of these are not always correct or suitable.
  • No Common Sense: Driven by artificial intelligence, these systems fail to exhibit common sense which is entirely a human trait. The rule based systems do not allow the system to provide the human aspect to the user.

Despite these disadvantages, knowledge based systems have contributed immensely to aid various fields of life and society. They provide necessary solutions to problems of users and provide a platform for information to be accessed by innumerable users. These systems offer great utility to various big businesses and companies and are used worldwide. These systems replace humans and provide efficient means to operate in the organization and have a wide scope in the business and entrepreneurial world.

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