A Knowledge-Based Approach to Support Business Processes

Ulrich Reimer, Andreas Margelisch and Martin Staudt

Office tasks related to the processing of contracts in the insurance business are complex and highly dependent on legal and company-specific regulations. Furthermore, due to increasing competition on the market there is a strong pressure to increase efficiency and quality of office task performance. The only way to meet these manifold requirements is to provide a computer-based guidance and interactive support for office workers. At Swiss Life, we have developed the EULE system which fulfills these requirements. EULE’s functionality is in the triangle of Knowledge Representation, Business Process Modeling, and Knowledge Management - the latter because EULE encodes and stores knowledge which is crucial for the company. The system relies on a knowledge representation language which covers data and process aspects as well as the relevant legislation and company regulations.

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