Cooperative Support for Office Work in the Insurance Business

Office tasks related to processing of contracts in the insurance business are complex and highly dependent on legal and company-specific formal regulations. On the other hand, the increasing competition strongly influences efficiency as well as quality requirements and makes such activities very demanding and critical for the company success. This paper describes the main ideas behind the EULE system implemented at Swiss Life to provide computerbased guidance and interactive support for typical office tasks dealing with private life insurances. The system relies on a knowledge representation language which covers data and process aspects including encoding of the relevant regulation contexts. Based on specifications in this language a compiler enables the automatic generation of executable systems. Furthermore, we sketch the embedding of EULE into a general advanced software architecture, in particular wrt. organizational memory functionality, workflow management and business process modeling.