Queensland Treasury Corporation
In business processes, knowledge-intensive tasks are ones in which the people performing such tasks are involved in a fair degree of uncertainty. These people are required to apply and bring together their experience, training, expertise and judgement. In particular, they are concerned about issues or problems that might arise and how these are best dealt with or avoided. Current workflow technology does not support such tasks, as it deals only with predictable and easily automated decision making. In particular, it fails to deliver the right information to the user at the right time based on the context of the process instance, thus not taking the opportunity to forewarn users of potential problems.