Over the years, financial institutions have faced and solved challenges to optimise information management and improve overall performance. ¹ In such organisations, precise information management is required, accompanied by communication capable of dealing with new challenges, tasks and strategies. ² In this situation, the use of new technologies such as expert systems becomes essential; they are designed to simplify processes that a human expert would find complex. An expert system is a stand-alone program that simulates the actions of an expert in a particular field. They are developed because human experts find it difficult to explain the rules they use to make judgments in the field. ³

They also simulate the reasoning process that experts use to solve certain problems. On the other hand, they can be used by non-experts to improve their problem-solving skills. ⁴

Thus, expert systems aim at optimising information management, which is a set of processes and technologies that can control, organise, support and access the information lifecycle, i.e. facilitate the storage, acquisition, recording and dissemination of information. This means that information becomes a resource of great strategic importance that can be used to achieve goals, improve decision making and generate knowledge, particularly in different areas. ¹

Most research has shown that the development of expert systems (ES) for information management (IM) has the potential to have a positive impact on efficiency, accuracy and precision. Expert systems are therefore very important to organisations as an effective means of managing management plans. ^{5 – 7} According to the study carried out by, ⁵ the effectiveness of Expert Systems was determined in the Information Technology Management System of the company Sion Global in Peru. They concluded that ES have the potential to be used by companies because they can control the quality of services throughout the process. ⁵

On the other hand, ⁶ want to understand the principles of expert systems and in turn provide the right communication and information for system development. As a result, they found that the tests performed coincided in correcting all the errors, so they were presented well and without any problems. In conclusion, they provide an opportunity to streamline processes and obtain accurate, timely and reliable information for future work, using technological tools to optimise time and resources. ⁶

Over time, expert systems have been proven to provide effective and proven support and automation for a wide range of business decision challenges. ^{8 – 11} However, most ES are very complex and require a high level of technical expertise to develop and maintain, which can be a problem for companies that do not have the capacity to develop and maintain such systems. ¹²

However, there is a need for further and more comprehensive research that analyses and verifies the productivity of ES in information management processes. This research paper aims to fill this gap through an analysis of the incorporation of ES for Information Management (IM), focusing on the implementation and contribution to the improvement of IM within the insurance company.

Further research is essential to analyse and confirm the impact of this tool in the area of Information Management (IM) and real-time decision making. The demand for these systems is driven by the increasing complexity of financial information, the need to simplify access to data and the urgent need for a centralised and up-to-date database for comprehensive and effective support.

This study contributes to provide practical, updated and relevant information on the implementation of ES for Information Management; streamlining processes, reducing waiting times, improving the user experience in real time and optimising the handling of large amounts of data within the insurance company.

In this sense, the objective of this research is to implement an Expert System to Improve Information Management in order to improve the quality of user service, optimising time and resources Lima, 2023.

In this section we provide a detailed description of the methods used in the development and operation of our software, which is designed to improve business decision making.

This software has unique attributes that distinguish it from other existing solutions: •

Dedicated to the banking sector: Our system is designed specifically for banking and financial organisations, adapting to their specific workflows and requirements for efficient management.

By detailing these unique methods and features, we provide a clear blueprint for the development and implementation of our software tool in the banking sector, increasing its replicability and usefulness.

In this section we present the results obtained in the qualifications in terms of achievement of learning objectives, level of understanding and ease of use; we also specify that the system data will be downloaded automatically once it has been located using the link found in the repository. ¹⁵

Figure 7, shows how the use of dashboards has a positive impact on the efficiency of the interface, facilitating visualisation by providing detailed information to improve decision making and optimise time. This resource provides a global view of key data, facilitating a deep and rapid understanding of the information, allowing analysis to have a significant impact. According to Refs. 16, 17, monitoring contributes significantly to achieving results, facilitating strategic decisions, identifying risks and promoting productivity improvements. These aspects are essential to ensure the competitiveness of a company. Moreover, this tool is known to be relevant in the financial sector, highlighting its importance in process improvement and informed decision making for information management. This finding is in line with previous research conducted by Ref. 18, which emphasises that dashboards are tools that allow the sharing and visualisation of important data of an entity, simplifying the development of decisions in data management. Not only do they facilitate the understanding of important information, but they also enable the sharing of relevant data and streamline critical decision making in financial and other sectors. Dashboards are therefore a valuable tool for improving information management by presenting data in a visual way. This feature allows them to make the most of data and play an essential role in decision making. ^{19 – 21} In summary, these findings highlight the importance of dashboards as critical tools that positively impact efficiency, decision making and quality of user service, making them essential resources for technology and finance professionals involved in business intelligence and data analytics.

The results shown in Figure 8, demonstrate the system’s ability to capture products, risks, data loads, etc., and to take corrective action to maximise results before the end of the month. Previously, this information was processed manually, which took longer to generate data and had a higher probability of error. This system provides technology and finance professionals with fast, centralised access to information, simplifying the management of large volumes of data within the insurance company. This feature is critical to ensuring proper user support and effective decision making; in general, according to Refs. 22, 23 they also mention process improvement in their research by demonstrating that the lack of use of information technologies limits the generation and dissemination of information, directly affecting its quality. These findings highlight the importance and benefits of having an expert system for information management, with the aim of improving both user service and effective communication between technology and financial professionals. According to Ref. 24, it is highlighted how information technologies are associated with productive processes to increase labour productivity, becoming a transformative element. Similarly, ²⁵ describes how educational management processes are improved through the implementation of an expert system that contributes to improving management by automating processes and activities related to institutional planning and evaluation, streamlining the analysis of crucial information for decision-making.

Figure 9, illustrates the importance of data reports in the management of financial information, which are useful for monitoring results and achieving objectives. These reports are generated from filters applied by the administrator in relation to user support, and provide comprehensive details of the support provided on a daily basis. These findings are consistent with the research of, ^{26 , 27} which indicates that the lack of summary data results in increased query times and complicates analysis. By providing a complete view of actions taken, this tool improves communication and avoids duplication of effort. The implementation of expert systems in finance can have a positive impact on efficiency, team coordination and ultimately the quality of care provided. In addition, ^{28 , 29} state that data-driven reporting in information systems is now essential in the financial sector as it brings significant benefits to decision making, such as improved access to and tracking of information, integration of records from different episodes of care, ongoing coordination and support in justifying financial decisions. These results highlight the importance of reporting in data analysis, and how it contributes significantly to improving user care and coordination between technical and financial professionals.

The results shown in Figure 10, demonstrate the support provided by an evolving report; this perspective, combined with the seasonal behaviour of the financial system, enables management to make effective decisions to monitor results and achieve objectives. In addition, exporting reports on an ad hoc basis allows access to this information from any device, allowing staff to focus on core business tasks in the field, avoiding time spent on operational tasks in the office; this is evidenced in studies by Refs. 30, 31, which highlight the lack of management information systems to support decision making in companies in the financial sector due to the absence of management indicators. Similarly, ³² in his research, addresses the lack of importance given by companies to data analysis and how this practice has a negative impact on the development of their activities. Finally, ³³ analyses how banking institutions can improve their competitiveness by improving their internal processes through the incorporation of information technologies in decision-making.

This study successfully developed and implemented an expert system for information management in an insurance company, specifically in the area of life insurance underwriting. Previously, this company relied on manual records. Throughout this research, the challenge of modernising the process of data collection, security, peace of mind and customer protection was met and overcome in order to provide a more efficient customer service with a higher level of service.

Firstly, a dashboard in an information management system is a valuable tool that can improve data management and the quality of customer service by providing relevant information in an accessible and efficient manner. We have also seen a significant reduction in user errors and increased security in information management. In addition, an expert reporting system has significant benefits for financial staff, saving them time by providing detailed and structured information in a short period of time, making their job easier.

Ultimately, it can be seen that after the implementation of the expert system, information management has improved significantly, service times have been optimised and user satisfaction has increased, resulting in a significant improvement in the handling of information management.