Chatbots as an enabler for Knowledge Process Re-Modelling

The Problem

Process Modelling is pervasive. At the lowest level process, there is often tasks that require the knowledge worker to access Complex Knowledge in the form of documents covering regulatory, statutory, legal, tax, tariffs, policies or procedural matters. Complex Knowledge contained in documents is no longer fit for purpose for two reasons: it is difficult to use and easy to misuse.

Perception versus Reality

Organisations have stringent controls for managing these types of documents, including signatories for approving changes, with checks and balances embedded within their services, operations, risk and audit processes. The very nature of these documents is that they contain choices, pathways and outcomes. These algorithmic structures have weakened over time as permutation complexity increases. The problem has been compounded as these documents have not been subject to usability tests nor are the user decision journeys transparent and measurable.

Impact

These incomplete, ambiguous and inefficient documents have overtime led to increasing process costs, whilst negatively impacting productivity. More seriously, they have masked deep systemic nano risks, which eventually manifest themselves into unexpected exposures, brand contamination and balance sheet exposures. The irony is that most workflows have been developed separately to the choices, pathways and outcomes embedded deep within these documents, leading to an ever-bigger gap between processes and the actual knowledge work applied in practice.

Digital Transformation: Knowledge Process Re-modelling     

Organisations now need to undertake Knowledge Processing Re-modelling (KPR) to simplify and streamline knowledge work. This is achieved through the deconstruction and reconstruction of documented knowledge into chatbots. The shift towards knowledge-driven (not data-driven) dialogue enables more efficient and effective user decision journeys. The captured dialogue-data is a new form of Big Data for purposes such as audit and business intelligence.  Dialogue driving highly granular processes in context to choices and pathways has the potential to deliver better outcomes and change the conventions of workflow and form-filling everywhere.

Benefits and Outcomes

Increase productivity and self-management. Reduce risk and regulatory overheads. Measure intangibles. Retain and evolve knowledge. Upskilling for an adaptive workforce. Ensure better brand protection.