Substitute a standard web services interface for a speaking tube, a business rules management system for his encyclopedic knowledge of policies and regulations, data mining or predictive analytics for his customer knowledge and adaptive control for his experimentation and you have Decision Management. The Answerer but on an industrial scale.
R. Witte, and T. Gitzinger. 13th International Conference on Applications of Natural Language to Information Systems (NLDB 2008), volume 5039 of LNCS, page 317--322. London, UK, Springer, (June 2008)