The use of expert systems in business transformation

Expert systems have become the more acceptable face of the much mooted “artificial intelligence” of the 1980s. A survey of UK organizations was undertaken in order to determine the usage rate and the main applications of expert systems. The responses indicate that very little use is being made of the available technology, and that where expert systems are used, they are often utilized in routine roles. Interviews were carried out with 12 high‐level managers in medium and large organizations to ascertain the possible results of poor or little use of expert systems and why organizations are reluctant to use them. The consensus is that, on a global scale, UK firms may lose sustained competitive advantage if they do not make the best use of the technology available.