Knowledge Management in Multimedia Communication Using Software Agents

This paper presents the problem of knowledge management related to software agents and agent systems (i.e. systems composed of communicating and cooperating software agents). The author presents basic theoretical issues, but the main focus is on the areas of application of software agents in multimedia communication - both existing and prospective applications. Particular attention has been paid to the applications of software agents for: supporting customer service processes through the Contact Centre system; supporting the distance learning system; creating virtual assistants in the form of conversation bots; searching for information in the Semantic Web, and assisting in setting up a video conference call. Software agents are often referred to as 'intelligent' - due to their intelligent behaviour. At their core, they involve: perception, reasoning, learning, communication and operation in complex environments, using all multimedia techniques and procedures. Software agents and agent systems, as presented in this article, represent a new approach to the analysis, design and implementation of complex (usually decentralised and distributed) computer systems, offering a whole range of concepts, techniques and tools to significantly improve the software development process. The ability of software agents to make autonomous decisions have been a subject of considerations. Among other things, they are based on the example of cognitive sciences, which deal with modelling real processes of  information processing in humans and building programmes that imitate these processes. Research on the common understanding of shared knowledge and knowledge management in agent-based systems focuses on ontologies, understood as a description of the relationship between the way knowledge is represented and the concept represented by that knowledge. In contrast, research on knowledge sharing has focused on communication languages and their associated - interaction protocol and message transport protocol.