Towards a People-Oriented Knowledge Management Environment

Abstract

In this preliminary report we present ongoing research on intelligent knowledge management (KM) environments supporting communication in a virtual environment. An agent community handles the interaction between knowledge sources of different degrees of formality and knowledge users and creators, based on real user needs and virtual collaboration. Intelligent agents handle knowledge sources and tasks, and a personal assistant provides a personalised, dynamic interface to users. The concept of IKME is being applied in the context of a cross sell support pilot at Achmea Customer Care Centre in the Netherlands.