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New Text Book (Order form on page 5) "Building Knowledge Automation Expert Systems with Exsys CORVID" by Dr. Elias Awad Dr. Awad has over 35 years of experience teaching MIS at six universities and more than 10 years experience in building expert systems. He has authored over 19 titles including: Building Expert Systems: Principles, Procedures, and Applications, Business Data Processing, Automatic Data Processing, Management Information Systems, Systems Analysis and Design, Database Management and Human Resources Management: An Information Systems Approach. In addition, he has published more than 70 papers in professional journals and chaired numerous national conferences on expert systems. Dr. Awad is currently Virginia Bankers Association Professor at McIntire School of Commerce, University of Virginia, Charlottesville, Virginia. His long history of active involvement with premier computer organizations includes work with the Association for Computing Machinery (ACM), Data Processing Management Association (DPMA), and the International Association of Knowledge Engineers (IAKE). He also serves in the editorial board of several professional MIS journals. Building Knowledge Automation Expert Systems deals with current realistic approaches of Knowledge Automation Expert System technology - the direct delivery of Knowledge over the Web. Knowledge Automation Web sites deliver decision-making knowledge and customized recommendations through an interactive interface, rather than just providing facts and data. These types of Web-enabled systems can be integrated into Web sites by a variety of techniques discussed in the book. The systems interact with users in a conversational manner that emulates a “consultation” they might have with a human expert. This technology allows Web sites to make the next leap in interactivity and dissemination of knowledge. The book covers all steps in the process of building and fielding such systems. Sections cover everything from selecting an appropriate problem to fielding a finished system. A very important section covers the often-overlooked issues of working with experts, reaching consensus among multiple experts and various techniques for extracting decision-making knowledge in a usable form. Other sections cover the issues of fielding systems on the Web and the pros and cons of the various approaches. Each chapter includes: • An “Implications for Management” section • Terms to Learn • Review and Discussion Questions • Exercises and Cases ® Bundled with the book is an evaluation copy of EXSYS Inc.'s latest CORVID tool, which is based on over 20 years of working closely with many developers to successfully build Knowledge Automation Expert Systems. This is a working version that allows building small systems and fielding them on a Web site. In addition to the evaluation version of CORVID (updates are available from the EXSYS Web site at www.exsys.com), a key disk is provided that extends the time limits and size of systems that can be built to 120 days and 250 nodes. This enables larger systems to be built and, by allowing the software to run for a full semester, provides an ideal tool for classroom use. The CORVID software includes a “Quick Start” tutorial, software tours, and a manual that shows how to use the main features of the development software. CORVID is a well-proven knowledge automation expert system development tool that is easy to learn. The concepts described in the book can be rapidly and effectively implemented on actual Web sites with minimal time spent learning to use the software. The book can be ordered online at: www.exsys.com. Or, fill out the form provided on page 5 and fax to: 1.505.888.9509. You can also mail your order to EXSYS, or call: 1.505.888.9494. Building Knowledge Automation Expert Systems 1 Contents Chapter 3 Application Areas 45 Chapter 1 Working Smarter, Not Harder 1 In a Nut Shell 2 Introduction 2 What Are Knowledge Automation Expert Systems? 3 Hope Looms Ahead 3 Artificial Intelligence 4 A Brief History 5 The Many Faces of Artificial Intelligence 6 Speech Understanding/Recognition 6 Natural Language Understanding 7 Case-Based Reasoning 7 Neural Networks 7 Computer Vision 7 Machine Translation 8 Robotics 8 Automatic Programming 9 Do AI Systems Learn? 9 Practical Problems 9 Knowledge Automation Expert Systems: A Branch of Artificial Intelligence 9 Knowledge Automation at Your Fingertips 10 The Knowledge Company 11 Managing Knowledge 11 The Intelligence of Organizations 11 Implications For Management 12 Chapter 2 Understanding Knowledge 17 In a Nutshell 18 Definitions 19 Knowledge 19 Intelligence 19 Experience 20 Common Sense 20 Cognition and Knowledge Management 21 Data, Information, and Knowledge 22 Data 22 Information 22 Knowledge 23 Characteristics of Knowledge 25 Types of Knowledge 27 Shallow and Deep Knowledge 28 Knowledge as Know-How 28 Reasoning and Heuristics 28 Common Sense as Knowledge 30 From Procedural to Episodic Knowledge 31 Explicit and Tacit Knowledge 33 Expert Knowledge 33 Chunking Knowledge 34 Knowledge as an Attribute of Expertise 34 Human Thinking and Learning 36 Human Learning 37 Learning by Experience 37 Learning by Example 37 Learning by Discovery 37 Implications for Management 38 Building Knowledge Automation Expert Systems Case Study – IAP International Assignment Profile Systems 46 In a Nutshell 49 Introduction 49 Benefits of Knowledge Automation Expert Systems 49 Limitations of Knowledge Automation Expert Systems 52 Myths and Realities 54 Knowledge Automation Expert System Activities 56 Control 56 Debugging 56 Design 58 Diagnosis 58 Instruction/Training 59 Interpretation 59 Monitoring 59 Planning/Scheduling 59 Prediction 60 Repair 60 Application Areas 61 Intelligent Agents 62 Implications For Management 63 Chapter 4 Knowledge Automation Expert System Development Life Cycle 67 In a Nutshell 68 Introduction 68 Conventional vs. Knowledge Automation Expert System Development Life Cycle 70 Key Differences 70 Key Similarities 72 User versus Expert 72 The Knowledge Automation Expert System Development Life Cycle 73 Identify the Problem Domain 74 Application Justification 74 The Scope Factor 75 The Feasibility Option 75 Importance of User Support 76 Knowledge Capture 77 Role of Rapid Prototyping 78 Selecting an Expert 79 Role of the Knowledge Developer 79 Knowledge Representation 80 Implementation 81 Verification and Validation 82 Maintenance 82 Barriers to Knowledge Automation Expert System Development 82 Top Management 82 The Knowledge Developer 83 The Domain Expert 83 The User 83 Implications for Management 84 2 Chapter 5 Capturing Tacit Knowledge – The Basics 91 In a Nutshell 92 What is Knowledge Capture? 92 Evaluating the Expert 94 Levels of Expertise 97 Capturing Single versus Multiple Experts’ Tacit Knowledge 98 Advantages and Drawbacks of Using A Single Expert 98 Pros and Cons of Multiple Experts 99 Developing A Relationship With Experts 101 Creating the Right Impression 101 Understanding the Expert’s Style 102 Preparing For the Session 102 Deciding Where To Hold the Sessions 103 Approaching Multiple Experts 103 Fuzzy Reasoning and the Quality Of Knowledge Capture 104 Analogies and Uncertainties In Information 104 Understanding Experience 105 The Language Problem 105 The Interview As A Tool 106 Types of Interviews 107 Guide To A Successful Interview 110 Setting the Stage and Establishing Rapport 110 Phrasing the Questions 111 Question Construction 111 Things to Avoid 113 Reliability of Information from Experts 114 Errors Made by the Knowledge Developer 115 Problems Encountered During the Interview 115 Response Bias 115 Inconsistency 116 Communication Difficulties 116 Hostile Attitude 116 Standardized Questions 117 Length of Questions and the Duration of the Interview 117 Ending the Interview 117 Issues to Assess 118 Rapid Prototyping In Interviews 119 Benefits and Drawbacks 119 Implications For Management 120 Chapter 6 Other Knowledge Capture Techniques 127 In a Nutshell 128 Introduction 128 On-Site Observation 129 Brainstorming 130 Electronic Brainstorming 131 Protocol Analysis 133 Protocol Procedure—Diabetic Foot Knowledge Automation Expert System 136 Consensus Decision Making 137 Building Knowledge Automation Expert Systems The Repertory Grid 138 Nominal-Group Technique (NGT) 141 Delphi Method 142 Concept Mapping 143 Concept Mapping and Semantic Nets 145 Blackboarding 145 Implications for Management 148 Chapter 7 Inferencing Strategies and Explanations 159 In a Nutshell 160 Introduction 161 How Humans Reason 162 Reasoning with Logic 163 Deductive Reasoning 163 Inductive Reasoning 164 Inferencing with Rules: Backward and Forward Chaining 166 Backward Chaining 167 Forward Chaining 168 Opportunistic Reasoning 170 Backward Chaining in Exsys CORVID 170 Adding One More Layer of Chaining 174 Comparison of Inference Engines to Traditional Programming 176 Forward Chaining in Exsys CORVID 176 Implications for Management 177 Chapter 8 Implementing the Knowledge Automation 183 In a Nutshell 184 Issues Related to Implementation 185 Selection of Problem Domain 185 Ease of Understanding the Knowledge Automation Expert System 186 The Issue of Maintenance 187 Organizational Factors 189 The Role of the Champion 190 Technology Transfer 191 Integration Alternatives 192 User Training and Development 192 Preparing for System Training 194 Combating Resistance to Change 195 Post-Implementation Review 197 Security Considerations 198 Implementing the Knowledge Automation Expert System 198 Intelligent Database Systems 199 Intelligent Database Interface 199 Implications for Management 201 Chapter 9 Implications of the Web on Knowledge Automation 209 In a Nutshell 210 Providing Answers 210 Logical Processing 211 3 Appropriate Problem 211 Appropriate Technology 211 Know the Tools and the Limitations 212 Complexity of the Logic 212 Resource Intensive Part of the Project 212 Realistic and Efficient User Interface 213 Success Stories 213 Case Study 1 213 Hewlett Packard’s CAST System 213 Thinking It Through 215 Case Study 2 216 Small Business Administration Wizard 216 Web Delivery 217 Server-Based vs. Client-Side 217 The CGI Approach 217 Persistence 218 Building Knowledge Automation Expert Systems Java Servlets 218 Client-Side Download 219 Java Applet Delivery & Portability 219 Applet Scalability 220 Exsys CORVID Servlets vs. Applets 220 Implications for Management 221 Appendix A Installing Instructions for Exsys CORVID Knowledge Automation Expert System Development Software 223 Appendix B Exsys CORVID Knowledge Automation Expert System Development & Deployment Technologies White Paper 227 Index 261 4 Fax or Mail Order Form Building Knowledge Automation Expert Systems With Exsys CORVID By. Dr. Elias M. Awad Building Knowledge Automation Expert Systems deals with current realistic approaches to Knowledge Automation Expert System technology and the direct delivery of Knowledge over the Web. These types of systems interact with users in a manner that emulates a “consultation” they might have with a human expert. The book covers all steps in the process of building and fielding such systems. Sections discuss everything from selecting an appropriate problem to fielding a finished system, including Web integration and the pros and cons of various approaches. Includes Exsys CORVID 120-Day evaluation software CD and license key disk that enables the reader to build systems of up to 250 nodes. Shipping Address: (Please print carefully) Name____________________________________________________________________________________________________ Address__________________________________________________________________________________________________ _________________________________________________________________________________________________________ City________________________________________________________State_____________Postal Code___________________ Country_____________________________________Daytime Telephone Number_______________________________________ Email____________________________________________________________________________________________________ Quantity____________ Subtotal_________________ Price: $95.00@ USD Add Shipping_________________ Shipping & Handling (4-9 business days) U.S. Priority $9.50@ All other countries $19.00@ Add sales tax (New Mexico only)_________________ Total $USD_________________ ___Visa ___MasterCard ___Check or Money Order Account Number____________________________________Expiration Date______/______ Signature of Cardholder_____________________________ EXSYS, Inc., 2155 Louisiana Blvd. NE, Suite 3100, Albuquerque, NM 87110 U.S.A. www.exsys.com Tel: 1.505.888.9494 Fax: 1.505.888.9509 [email protected] Building Knowledge Automation Expert Systems 5