THE INFUSION OF EXPERT-SYSTEMS IN BANKING - AN EXPLORATORY-STUDY

Numerous studies can be found on expert systems (ES) as a specific IT in the literature. However, their focus has been mainly on system deve lopment from a technical perspective. Based on an empirical study on e xpert systems diffusion in 20 British banking organizations, this pape r reports the findings from the study. The study finds that ES infusio n concentrated in specific processes that require extensive knowledge in banking. There is a strong organizational perspective towards exper t systems development in these banking organizations rather than the t echnical perspective. ES diffusion and top management commitment are c losely associated The existence of IT strategy aligned with business s trategy (and/or with an AI element within it) is not a good predictor for ES adoptions. Three cases of expert systems applications in bankin g are given in the paper These results are useful for practitioners in managing their intelligent systems projects and researchers for furth er studies in this area. (C) 1997 Elsevier Science Ltd.