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CIKM '06 Proceedings of the 15th ACM international conference on Information and knowledge management
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At Swiss Life, as in many other companies, office workers for customer support are no longer specialists dealing with certain kinds of office tasks only, but are becoming generalists who must deal with all kinds of tasks. There are many laws and company regulations which take influence on how a certain task is to be performed properly. As a consequence, the work of this new generation of office workers is quite demanding and urgently calls for a better support. For this purpose, the Information Systems Research Group of Swiss Life has developed a knowledge-based system, called EULE2, that aims at providing a user with a maximal guidance in performing office tasks he may not be familiar with. A research prototype is completed and we are now in the phase of developing the first official version which is intended to become deployed.In the following, Section 2 characterizes EULE2 as a user sees the system. Subsequently, the architecture of EULE2 is outlined (Section 3). EULE2 and issues of knowledge management it is related with are addressed in Section 4. Section 5 concludes the paper and gives an outlook on future work.