Value Propositions of Personal Digital Assistants for Process Knowledge Transfer

Elsensohn, Paula; Burger, Mara; Voß, Marleen; vom Brocke, Jan

Zusammenfassung

Process knowledge is essential yet often elusive, buried within masses of data. This paper investigates the value propositions of Personal Digital Assistants (PDAs) as AI tools that understand language and perform tasks to address this challenge. Positioning these value propositions within process phases according to the BPM Lifecycle underlines how valuable PDAs are for increasing efficiency in process knowledge transfer. Through qualitative interviews across diverse sectors, we identify nine value propositions of PDAs in BPM, to (1a) offer automation, (1b) foster faster information access, (2a) facilitate user education, (2b) onboard new employees, (2c) analyze context-aware, (3a) get process advice, (3b) aid in process optimization, (3c) streamline processes through standardization, and (3d) aid in decision-making and documentation. We structure them into three dimensions: accessibility, understandability, and guidance. Despite limitations, PDAs hold promise in advancing process knowledge transfer by integrating with systems and supporting real-time process guidance along different process lifecycle phases.