Delivering knowledge in the field

This paper proposes an agent-based system for knowledge management in a mobile work environment. The system is developed based on a real case of telecommunications service provision and maintenance. In the system, cooperating multi-agents play a central role by integrating heterogeneous systems to collect and provide related knowledge for effective execution of mobile tasks and problem solving. The proposed system is expected to increase both the performance of the mobile workforce and customer satisfaction by facilitating creation and sharing of knowledge.