A SURVEY OF OPERATIONAL EXPERT-SYSTEMS IN BUSINESS (1980-1993)

I surveyed publications on operational expert system (ES) applications in business published between 1980 and 1993 to provide a macro-view o f ES use in business. I found records of 440 expert systems in use. Ni nety-seven percent of the papers were published since 1986. Business e xpert systems are an innovative technology for helping knowledge worke rs manage problems in many domains. Many ESs have profound impact, shr inking the time for tasks from days to hours, minutes, or seconds. Non quantifiable benefits include improved customer satisfaction, improved quality of products and services, and accurate and consistent decisio n making. Few business areas are untouched by ESs, which have become i ndispensable tools for effective management.