A survey of operational expert systems in business (1980-1993)

The paper surveyed publications on operational expert system (ES) applications in business published between 1980 and 1993 to provide a macro-view of ES use in business. It found records of 440 expert systems in use. Ninety-seven percent of the papers were published since 1986. Business expert systems are an innovative technology for helping knowledge workers manage problems in many domains. Many ESs have profound impact, shrinking the time for tasks from days to hours, minutes, or seconds. Non-quantifiable benefits include improved customer satisfaction, improved quality of products and services, and accurate and consistent decision making. Few business areas are untouched by ESs, which have become indispensable tools for effective management.