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Just as a reminder, Complex Knowledge is any combination of regulatory, statutory, legal, tax, tariff, policy and procedure matter, which is primarily found within documents.




The Competencies for creating a Chatbot Knowledge Map

The competencies for the creation of a Knowledge Map is based on ability to:

  • Synthesise complex knowledge
  • Deconstruct knowledge into different subject domains
  • Reconstruct the knowledge of each domain into a logic map covering each User Decision Journey re: Choices, Pathways and Outcomes
  • Write clear dialogue narrative for each step
  • Reduce the risks of misunderstanding by supplementing the dialogue with a picture or video


Strategic Positioning  

It is quite feasible to convert national planning regulations into a conversation-as-a-service available to citizens across the circa 360 English Government Authorities.  This can be replicated across other areas of regulation especially in areas such as International Trade (beyond BREXIT), health, financial services, human resources and much more.  

The result would be a portfolio of Chatbot “subject matter experts”.  Each chatbot is a working and measurable knowledge asset, available 24/7 with the ability to conduct parallel conversations across all digital touchpoints.   


Cost Benefits

 In the case of the loft extension, the highest cost reductions could be delivered by having a national utility used by the 360 Local Authorities without each one needing to ‘reinvent the wheel’. The benefits could include:

  • Reduced costs of co-ordination
  • Reduced false positives and false negatives
  • Reduced overheads for governance, compliance and risks
  • Reduced training costs
  • Reduced number of appeals
  • Reduced litigation costs
  • Reduced audit costs
  • Reduced costs of business intelligence
  • Increased productivity
  • Shortened quality improvement cycles


New Revenue Generation

The shift from complex knowledge in content form to a conversation-as-a-service provides a fertile foundation for new value exchange and revenue generation – here are two scenarios related to this Use Case:


Scenario 1: New Conversation-as-a-Service when Planning Permission is Required

For those outcomes, which require planning permission, the service could continue to a conversation for gathering data and automation of the form filling, application letter and submission to the Local Government Authority. This would be a fee-based service offered to the citizen, thus saving them time and effort.


Scenario 2: New Conversation-as-a-Service when Planning Permitted

For those outcomes, where planning is permitted, the citizen can be offered a service whereby an agreement report is generated and filed as a smart contract (blockchain) between the Local Government Authority and the Property.




Complex knowledge can be made easy to use, easy to understand, no matter the complexity, and made immediately available from any digital touchpoint.

Complex knowledge can be made inclusive to everyone, no matter the language, culture or those with less abilities.

Complex knowledge can be made available for upskilling, in the moment, empowering people to continually adapt to ever changing conditions.

Complex knowledge can be readily understood to support people making smarter choices along decision pathways to reach the best-fit outcome.

Complex knowledge can be made as a working and measurable asset, known as intangibles, enabling real-time emergent evidence to improve governance and quality, whilst shortening the cycle time for research and development.

This is a knowledge paradigm shift from monologue (content) to dialogue, which is now achievable through an ecosystem of interlinked chatbots, each being a subject matter expert. 

It is through the co-existence of chatbots and people that revolutionises everything.




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Freddie McMahon

Freddie McMahon

Director Strategy and Innovation

DF2020 Ltd

Member since

04 Aug 2017



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