STIM5013 IT For Manager

Topic Eight
Knowledge Management and Intelligent
Support Systems

Discovering Computers 2010: Living in a Digital World 1

Chapter 14
Content
• Knowledge Management
• Artificial Intelligence & Intelligent Behavior
• A.I: The Brief History of Time
• Knowledge & Artificial Intelligence
• The Commercial AI Field
• Expert System
• Natural Language Processing [NLP]
• Speech Recognition & Understanding
• Neural Computing
• Hybrid Systems
• Intelligent Agent
Knowledge Management (KM)
• KM is a process that helps organizations identify, select,
organize, disseminate, and transfer knowledge and expertise
that are part of the organization’s memory.

• KM is the process of systematically and actively managing and

leveraging stores of knowledge in an organization
Data, Information and Knowledge

Data: raw facts

Information: collection of facts organized so that they have additional

value beyond the value of the facts themselves

Knowledge: awareness and understanding of a set of information and

the ways that information can be made useful to support a specific
task or reach a decision

Principles of Information
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Knowledge Management Systems (KMS)

• KMS is an organized collection of people, procedures, software,

databases, and devices

• Used to create, store, share, and use the organization’s

knowledge and experience

Principles of Information
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Types of Knowledge

A KMS can involve different types of knowledge:

– Explicit knowledge: objective; can be measured and documented

in reports, papers, and rules
– Tacit knowledge: hard to measure and document; typically not
objective or formalized

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Types of Knowledge

• Explicit knowledge
– Objective, rational, technical
– Policies, goals, strategies, papers, reports
– Codified
– Leaky knowledge

• Tacit knowledge
– Subjective, cognitive, experiential learning
– Highly personalized
– Difficult to formalize
– Sticky knowledge
Why Knowledge Management?

• Organizations are realizing how important it is to "know what

they know" and be able to make maximum use of the
knowledge.

• Preventing “reinvent the wheel” many times.

Why Knowledge Management?

• Thus, organizations need to know:

– what their knowledge assets are;
– how to manage and make use of these assets to get
maximum return.

• KM can improve organization efficiency by providing

framework, tools and techniques to reuse captured intellectual
assets.
Why Knowledge Management?

• “We have four people in Boston who know how to solve this
problem. How can we get them to help our team in Korea?”

• "People are leaving the company with a lifetime's experience. How

can we capture and re-use that?"

• "We had a team that did a successful proposal for aerospace five
years ago. Why did they make the decisions they did? How did they
deal with the customer? What made the team tick?"
Why Knowledge Management?
• "How do we start learning from our experiences and help our
people stop repeating others' mistakes?"

• "We're involved in an exciting project with four other companies.

How can we all learn how these virtual teams tick?"

• "Needs change often these days and we're always bringing new
people into projects. How can we get them up to speed and
contributing quickly?"
 Quote:
“Successful companies of the 21st century will be those
who do the best of capturing, storing, and leveraging
what their employees know”
(CEO, Hewlett Packard)
Obtaining, Storing, Sharing, and Using
Knowledge

Figure 11.3: Knowledge Management System

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Technology to Support Knowledge Management

• An effective KMS is based on learning new knowledge and

changing procedures and approaches as a result of:
– Organizational learning
– Organizational change

• Data mining and business intelligence are important in capturing

and using knowledge

• Enterprise resource planning tools include knowledge

management features

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Technology to Support Knowledge Management

• Groupware can help capture, store, and use knowledge

• Hardware, software, databases, telecommunications, and the
Internet are needed to support most knowledge management
systems
• Examples of knowledge management products and services
• IBM’s Lotus Notes and Domino
• Microsoft’s Digital Dashboard, Web Store Technology, and
Access Workflow Designer

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Technology to Support Knowledge Management

Table 11.1: Additional Knowledge Management Organizations and

Resources
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Artificial Intelligence & Intelligent Behavior

• Artificial Intelligence (AI) is AI is concerned with two basic

ideas:
“behavior by a machine that, if
performed by a human being, • It involves studying the thought
would be called intelligent.” processes of humans;

• AI’s ultimate goal is to build • It deals with representing

machines that will mimic human those processes via machines
intelligence.
A.I: The Brief History of Time

• Hybrid technology, Intelligent Agent,

2002
Collaborative Intelligence, Humanoid,
Sociable Machines
• Deep Blue beats human Chess master
1990 • Data Mining, Face Recognition, Decision Support System
• Tutoring System, Fuzzy System, Commercial AI system
1980 • Machine Learning, Speech Recognition

1970 • Machine Vision, Natural Language Processing

• Expert Systems
1951 • Dartmouth Conference - The Birth of AI
• The Turing Test
1940 • Neural Computation
• 1st Electronic Comp.
• The Boolean Logic
1832 • The Birth of Analytical Engine
Knowledge & Artificial Intelligence

• AI is frequently associated with the concept of knowledge

Such knowledge consists of facts, concepts, theories, heuristic

methods, procedures, and relationships.

• Knowledge Base: an organized & stored collection of knowledge

related to a specific problem (or an opportunity) to be used in an
intelligent system.

• Organizational Knowledge Base: The collection of knowledge

related to the operation of an organization.
The Commercial AI Field

• Expert Systems (ESs) are • Speech (Voice) Understanding is

computerized advisory programs the recognition and
that attempt to imitate the understanding by a computer of
reasoning processes of experts a spoken language.
in solving difficult problems.

• Robotics refers to a broad

• Natural language processing category of systems that
(NLP) gives computer users the combines sensory systems such
ability to communicate with the as vision systems with AI.
computer in human languages.
The Commercial AI Field (cont.)

• Visual recognition has been • Machine learning refers to a

defined as the addition of set of methods that attempt
some form of computer to teach computers to solve
intelligence and decision problems or to support
making to digitized visual problem solving by analyzing
information received from a (learning from) historical
machine sensor. cases.

• Intelligent computer-aided • Handwriting recognition is

instruction (ICAI) refers to the supported by technologies
work of machines that can such as expert systems and
tutor humans. neural computing and is
available in some pen-based
computers.
Expert Systems

Expert Systems (ES) are an attempt to

mimic human experts.

 Expert systems can either support

decision makers or completely
replace them.

 Expert systems are the most widely

applied & commercially successful
AI technology.
Expertise & Knowledge

Expertise is the extensive, task-specific knowledge acquired

from training, reading, and experience.
The transfer of expertise from an expert to a computer and
then to the user involves four activities:

• knowledge acquisition from experts or other sources.

• knowledge representation in the computer.

• knowledge inferencing, resulting in a recommendation for novices.

• knowledge transfer to the user.

Components of Expert Systems

The knowledge base contains

knowledge necessary for
understanding, formulating, and
solving problems.
The “brain” of the ES is the
The blackboard is an area of inference engine, a computer
working memory set aside for the program that provides a
description of a current problem, methodology for reasoning &
as specified by the input data. formulating conclusions.
Components of Expert Systems (cont.)

The user interface allows for The explanation subsystem can

user-computer dialogue, trace responsibility and explain
the ES’s behavior by
which can be best carried out interactively answering
in a natural language, usually questions.
presented in a Q&As format
A knowledge-refining system
and sometimes supplemented enables the system to analyze
by graphics. its performance, learn from it,
and improve it for future
consultations.
MYCIN

• Developed at Stanford University in the mid 1970's

• The first large expert system that perform at the level of

human expert and use as benchmark by expert system
developers.

• Provide consultative advise about bacteremia and

meningitis.

• Bacteremia is an infections that involve bacteria in the

blood.

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MYCIN

• Meningitis is an infection which is an inflammation of the

membranes that envelop the brain and spinal cord.

• Can be fatal, thus need quick response, but positive

identification normally takes 24 - 48 hours.

• Normally doctors must begin treatment in the absence of lab

results.

• Very complex and doctor need advice of an expert of

nbacteremia and meningitis.
How MYCIN works?

• MYCIN begin by initiating a dialogue.

• Physician response to the questions

• MYCIN provides:
a. diagnosis
b. Prescription

• MYCIN reason by the following ways:

o Laboratory results of body fluid analyses

o Symptoms that patient is displaying
o Characteristics of the patient such as age, sex etc.
MYCIN

• MYCIN consultative proceeds in 2 phases:

a. Diagnosis is made to identify the most likely infection

organisms
b. Prescribe one or more drugs (antibiotics)
MYCIN: Example of a rule

IF the stain of the organism is gram-positive

AND the morphology of the organism is coccus,
AND the growth conformation of the organism is clumps,
THEN
there is suggestive evidence (0.7) that the identity of the
organism is staphyloccus
A consultation With MYCIN

1. Please enter information about the patient.

Name Age Sex Race
Sally 42 years Female Melayu
2. Are there any positive cultures obtained from SALLY?
No
3. Are there any pending cultures of SALLY?
Yes
4. Site: date collected: stain examined: method
CSF 3-Jun-75 Yes N/A
5. Stain of smear:
(type NONE if no organism was seen on the smear)
None

(Unable to reach conclusion from lab test, like physician continue asking
questions.)
A consultation With MYCIN (cont..)

6. Has Sally recently had symptoms of persistent headache or other

abnormal neurologic symptoms(dizziness, lethargy etc.)
Yes

7. Has SALLY recently had objective evidence of abnormal neurologic signs

documented by physician observation of examination?
Yes

Questions 6 and 7 traditional approach to diagnose by symptoms.

Conclude from the questions by giving first conclusion.

Conclusion: The CSF cultures will be considered to be associated

with MENINGITIS.
A consultation With MYCIN (cont..)

The following questions will identify particular organism that cause the
infections.

8. Is the meningitis a hospital-acquired infection?

Yes
9. Is SALLY clinical history consistent with EPIGLOTTITIS?
No
10. Is Sally clinical history consistent with OTITIS-MEDIA?
No
11. Has the patient ever been to an area that is endemic for
coccidiomycoses?
Unknown
12. Is Sally a burn patient?
Yes (Why)

Conclusion: The type of infection may be bacterial .

A consultation With MYCIN (cont..)

The final phase, prescription of antibiotics.

13. Does SALLY have clinically significant allergic reaction to any

antimicrobial agent?
No
14. Is Sally pregnant of breast feeding?
No
15. Do you have reason to suspect that SALLY may have impaired renal
functions?
No
16. SALLY weight in kilograms?
51.4
A consultation With MYCIN

My preferred therapy recommendation is as follows:

Give the following combination:

1. ETHAMBUTAL
Dose: 1.28g (13.0 100mg tablets) q24h PO for 60 days
then 770 mg (7.5 100 mg tablets) q24h PO.
Comments: periodic vision screening tests are recommended
for optic neuritis.

2. INH
Dose: 513 mg (5.0 100mg-tablets) q24h PO

3. RIFAMPIN
Dose: 600 mg PO q24h
Comments: Administer dose on empty stomach.
HOW GOOD AN EXPERT IS MYCIN?

• In one complex evaluation, 8 independent evaluators evaluate MYCIN

with 9 others human diagnostician for 10 difficult cases of meningitis.

• The task used was the selection of drugs for cases of meningitis before
causative agents had been identified.

• Two phases of the evaluation:

a. MCYIN and 9 human experts evaluate 10 cases
b. Each of them prescribe medications
HOW GOOD AN EXPERT IS MYCIN?

Two evaluative criteria was used to see whether the prescriptions:

a. Would be effective against the actual bacteria after it was finally

identified.

b. Adequately covered for other possible bacteria while avoiding over-

prescribing.
HOW GOOD AN EXPERT IS MYCIN?

Result:

Criteria 1: MYCIN and 3 other humans expert consistently prescribe

therapy that would have been effective for all 10 cases.

Criteria 2: MYCIN received higher ratings. 65% correct in all the cases
whereas human expert 42.5% to 62.5%.
HOW GOOD AN EXPERT IS MYCIN?

MYCIN strengths is based on 4 factors:

a. MYCIN's knowledge base is extremely detail because acquired

from the best human practitioners.

b. MYCIN do not overlook anything or forget any details. It considers

every possibility.

c. MYCIN never jumps to conclusions of fails to ask for key pieces of

information.

d. MYCIN is maintained at a major medical center and consequently,

completely current.

MYCIN represents 50 man-years of effort.

Using Expert Systems on the Net

• The widespread availability and use of the Internet and intranets now
provide the opportunity to disseminate expertise and knowledge to mass
audiences.

• ESs can be transferred over the Net not only to human users, but also to
other computerized systems, including DSS, robotics, and databases.

• The Web also can support the spread of multimedia-based expert systems.

Such systems, referred to as Intellimedia Systems, support the integration

of extensive multimedia applications and ES.
Natural Language Processing [NLP]

Natural Language Understanding Natural Language Generation

Investigates methods of allowing Strives to allow computers to
a computer to comprehend produce ordinary English
instructions given in ordinary language, on the screen or by
English, via the keyboard or by voice (known as voice synthesis),
voice, so that computers are so people can understand
able to understand people. computers more easily.
Applications of NLP

• Natural language processing programs have been applied in

several areas.
• The most important are:
o Human–computer interfaces (mainly to databases)
o Abstracting and summarizing text
o Grammar analysis
o Translation of a natural language to another natural language
o Translation of a computer language to another computer language
o Speech understanding
o Composing letters by machine.
ELIZA

• ELIZA is one of the first AI programs employing NLP

• Written to be a therapist

ELIZA – A computer program for the study of natural language

communication between man and machine.
ELIZA (cont..)

Person : Men are all alike.

ELIZA : In what way?
Person : They’re always bugging us about something or other.
ELIZA : Can you think of a specific example?
Person : Well, my boyfriend made me come here.
ELIZA : Your boyfriend made you come here?
Person : He says I’m depressed much of the time.
ELIZA : I am sorry to hear that you are depressed.
Person : It’s true. I am unhappy.
ELIZA : Do you think coming here will help you not to be unhappy?
Person : I need some help, that much seems certain.
ELIZA : What would it mean to you if you got some help?
Person : Perhaps I could learn to get along with my mother.
ELIZA : Tell me more about your family
ELIZA (cont..)

• (X me Y)  (X you Y)

• (I remember X)  (Why do you remember X just now?)

• (My {family-member} is Y)  (Who else in your family is Y?)

• (X {family-member} Y)  (Tell me more about your family)

Speech Recognition & Understanding

SPEECH RECOGNITION SPEECH UNDERSTANDING

is a process that allows us to refers to the second part of the
communicate with a computer by communication process, where
speaking to it. The computer the meaning of the speech is
recognizes words that have been ascertained.
spoken without necessarily
interpreting their meanings.
Neural Computing

Neural Computing or Artificial Neural Networks (ANN), a field 3 in AI that

mimics certain processing capabilities of the brain.
The results are:
• knowledge representations and processing based on massive
parallel processing,
• fast retrieval of large amounts of information, and
• the ability to recognize patterns based on experiences.
Benefits of Neural Systems

Pattern recognition. Neural Generalization. When a neural

networks can analyze large network is presented with an
quantities of data to establish incomplete or previously unseen
patterns/ characteristics in input, it can generalize to produce a
situations where the logic or rules reasonable response.
are not known.
Adaptability. The network learns in
Fault tolerance. If there are many new environments.
processing nodes, damage to a few
nodes or links does not bring the Forecasting capabilities. Similar to
system to a halt. statistics, prediction is made based on
historical data.
Suitable Business Areas for ANNs

Data mining Resource allocation

Tax fraud Identifying takeover targets
Financial services Signature validation
Loan application evaluation Prediction
Insurance fraud detection
Solvency prediction
New product analysis Credit card fraud detection
Evaluation of personnel & job
Airline fare management candidates
Case: Visa Cracks Down on Fraud

Problem:
Only 0.2% of Visa International’s turnover in 1995 was lost to fraud,
but at $655 million it is a loss well worth addressing.
Solution:
Visa invested in a cardholder risk identification system (CRIS)
designed to notice inconsistent use, such as sudden expensive non-
essentials.

Results:
Visa’s participating banks believe the neural technology has been
successful. Bank of America has cut fraudulent card use by two-
thirds.

By 1995, Visa member banks loss to counterfeiters dropped by more

than 16 percent.
Hybrid Systems

• Intelligent systems are frequently integrated with other intelligent systems or with
conventional systems such as decision support systems.

• These form what is known as Hybrid Systems.

• The integrated technologies and their roles are:

 Neural Networks. These are used to predict future market share and growth.

 Expert Systems. These provide intelligent advice on developing market strategy

to individuals and to the planning team.

 Fuzzy Logic. This helps deal with uncertainties by simulating the process of
human reasoning, allowing the computer to behave less precisely and logically
than conventional computers do.
Intelligent Agents

Intelligent agents are software entities that carry out some set of operations
on behalf of a user or another program with some degree of independence
or autonomy, and in so doing, employ some knowledge or representation of
the user's goals or desires.

An intelligent agent may also be referred to as a "knowbot“ or "bot" (short

for robot).
Applications of Intelligent Agents

User Interface.  Intelligent agent Workflow & Task Management

technology allows systems to monitor Agents. Intelligent agents can be
the user’s actions, develop models of used to ascertain, then automate,
user abilities, and automatically help user wishes or business processes.
out when interface problems arise.
Operating Systems Agents. Agents Negotiation in e-Commerce.  A
can assist in the use of operating challenging system is one in which
systems. agents need to negotiate with each
other. Such systems are especially
Spreadsheet Agents. Spreadsheet
applicable to EC.
agents make the software more
friendly.
Managerial Issues

Cost-benefit and justification. While

some of the benefits of intelligent
systems are tangible, it is difficult to
put a dollar value on the intangible
benefits of many intelligent systems.
Acquiring knowledge. Intelligent
systems are built up on experts’
Heightened expectations. When knowledge. How can an expert be
there is too much expectation and motivated to contribute his or her
hope associated with intelligent knowledge?
technologies, management may get
discouraged.
Managerial Issues (cont.)

Embedded technologies. Intelligent

System acceptance. The acceptance systems are expected to be
of intelligent systems by the IS embedded in at least 20 % of all IT
department and the integration of applications in about ten years.
such systems with mainstream IT is
a critical success factor. Ethical issues. Finally, there are
several issues related to the use of
System integration. Intelligent intelligent systems. The actions
systems can succeed as standalone performed by an ES can be
systems, but they have a broader unethical, or even illegal. There is
area of applications when integrated also the issue of using knowledge
with other computer-based extracted from people and
information systems. replacing people with machines.