A Social Norms based Approach for Enhancing Decision Support in Business Process Execution

摘要

Decision making in complex and volatile business environments is still the realm of human decision makers since their knowledge and experience are paramount in making good decisions. The standard run-of-the-mill automation approaches for making decisions do not work well in these contexts. This paper investigates the use of a socially-inspired norm inference mechanism proposed in the area of multi-agent systems to assist human users to make decisions. Using simulation results the paper demonstrates that using the norm-based mechanism results in reduced failure rates in the decision making of a knowledge worker while still providing maximum flexibility for the user to choose from a range of actions to execute.