Expert Systems as General-Use Advisory Tools

Abstract

An expert system (ES) is a computer-based system that attempts to replicate a human expert's knowledge and problem-solving ability and applies them to complex problems using inferencing capabilities. In contrast to application software where the user employs the software to support her own expertise, an ES queries its user for information and recommends a solution based on its built-in expertise (Turban, 1993; O'Brien, 1995). For an ES to be designed and developed, man agement must make a decision to capture and codify expertise in a given domain to be used in a particular environment for a specific purpose. As ESs in many ways allow the leveraging of expertise, expert systems must demonstrate both economic and performance benefits (Gill, 1995). Gill also stressed the importance of addressing both technical and organizational impacts and perspectives when deciding to implement an ES. DeLone and McLean (1992) have identified the following organizational factors necessary for ES success: that the system does what it was designed to do, that it creates usable output, that potential users begin to regularly use the system, that users are satisfied with the system, and that the ES affects the behavior of users and has a positive effect on organizational performance. With ES use, an organization or department can enforce con sistency and quality in decision-making. ESs have been shown to increase problem-solving speed and can help users perform tasks faster