The infusion of expert systems in banking: An exploratory study

摘要

Numerous studies can be found on expert systems (ES) as a specific IT in the literature. However, their focus has been mainly on system development from a technical perspective. Based on an empirical study on expert systems diffusion in 20 British banking organizations, this paper reports the findings from the study. The study finds that ES infusion concentrated in specific processes that require extensive knowledge in banking. There is a strong organizational perspective towards expert systems development in these banking organizations rather than the technical perspective. ES diffusion and top management commitment are closely associated. The existence of IT strategy aligned with business strategy (and/or with an A1 element within it) is not a good predictor for ES adoptions. Three cases of expert systems applications in banking are given in the paper. These results are useful for practitioners in managing their intelligent systems projects and researchers for further studies in this area.