Designing Bots to Support Problem Solving
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| Year of publication | 2024 |
| Type | Article in Proceedings |
| Conference | Proceedings of the European Conference of Information Systems |
| Citation | |
| Description | Robotic Process Automation (RPA) encompasses bots that perform rule-based and repetitive tasks by mimicking human interactions with information systems. The increased automation of repetitive tasks enables knowledge workers to shift their focus to less repetitive problem-solving activities within Knowledge-intensive Processes (KiPs). Nevertheless, the extent to which bots can be applied to these tasks remains unclear. In this paper, we define and evaluate five new design principles aimed at providing problem-solving support for KiPs. The definition of these principles is informed by Case-Based Reasoning (CBR), which utilizes insights from past experiences to address present problems. The proposed principles expand the existing body of design knowledge at the overlap of RPA and KiPs fields. They guide the development of new bots capable of addressing the limitations of human-centred CBR connected to remembering relevant cases while simultaneously decreasing the cognitive workload of knowledge workers. |
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