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.
P. Patil, S. Sangle, A. Yenare, und R. Sonawane. International Journal on Recent and Innovation Trends in Computing and Communication, 3 (3):
1357--1360(März 2015)