Open AccessArtificial Intelligence based Business Process Automation for Enhanced Knowledge Management
Author(s) -
V. Bindhu
Publication year - 2021
Publication title -
journal of electrical engineering and automation
Language(s) - English
Resource type - Journals
ISSN - 2582-3051
DOI - 10.36548/jeea.2021.2.001
Subject(s) - brainstorming , knowledge management , computer science , critical success factor , key (lock) , process management , variety (cybernetics) , process (computing) , customer relationship management , business intelligence , business process management , business process , delphi method , automation , artificial intelligence , engineering , work in process , operations management , mechanical engineering , computer security , database , operating system
A customer relationship management (CRM) system based on Artificial Intelligence (AI) is used to discover critical success factors (CSF) in order to improve the automated business process and deliver better knowledge management (KM). Moreover, different factors contribute towards achieving efficient knowledge management in CRM systems with AI schemes. Identifying the key elements may be accomplished in a variety of ways. For this purpose, Delphi technique, nominal group technique, and brainstorming approach are used. Using the interpretive structural modelling (ISM) approach, ten key variables, significance degree, and interaction are determined. CSFs such as funding, leadership, and support are the most important of the ten variables identified for integrating KM, CRM, and AI. This approach has the potential to significantly improve the business processes.