In order to support business processes in a dynamically changing environment, workflow management systems are required to flexibly react to changes in the organization of work. We propose the notion of intelligent support for workflows by enhancing an existing workflow management system with three different concepts. First, agents are empowered to adapt the pre-planned workflows to their case-specific situation. Second, a recommender system presents to the agents the operations favorable in their current work situation. Finally, process histories are analyzed in order to make the implicit process knowledge explicitly available for further reuse.
Kramler, Gerhard and Retschitzegger, Werner, "Towards Intelligent Support of Workflows" (2000). AMCIS 2000 Proceedings. 409.