Artificial Intelligence based Business Process Automation for Enhanced Knowledge Management

Abstract

A customer relationship management (CRM) system based on Artificial Intelligence (AI) is used to discover critical success factors (CSF) in order to improve the automated business process and deliver better knowledge management (KM). Moreover, different factors contribute towards achieving efficient knowledge management in CRM systems with AI schemes. Identifying the key elements may be accomplished in a variety of ways. For this purpose, Delphi technique, nominal group technique, and brainstorming approach are used. Using the interpretive structural modelling (ISM) approach, ten key variables, significance degree, and interaction are determined. CSFs such as funding, leadership, and support are the most important of the ten variables identified for integrating KM, CRM, and AI. This approach has the potential to significantly improve the business processes.