bpmNEXT 2018: All about bots with Cognitive Technology, PMG.net, Flowable
Blog: Column 2 - Sandy Kemsley
We’re into the afternoon of day 2 of bpmNEXT 2018, with another demo section.
RPA Enablement: Focus on Long-Term Value and Continuous Process Improvement, Cognitive Technology
Massimiliano Delsante of Cognitive Technology presented their myInvenio product for analyzing processes to determine where gaps exist and create models for closing those gaps through RPA task automation. The demo started with loading historical process data for process mining, which created a process model from the data together with activity resources, counts and other metrics; then comparing the model for conformance with a reference model to determine the frequency and performance of conformant and non-conformant cases. The process discovery model can be transformed to a BPMN model, and simulated performance. With a baseline data set of all manual activities, the system identified the cost of each activity, helping to identify which activities would result in the greatest savings if automated, and fed the data for actual resources used into the simulation scenario; adjusting the resources required by specifying the number of RPA robots that could be deployed at specific tasks allows for a what-if simulation for the process performance with an RPA implementation. An analytics dashboard provides visualization of the original process discovery and the simulated changes, with performance trends over time. Predictive analytics can be applied to running processes to, for example, predict which cases will not meet their deadlines, and some root cause analysis for the problems. Doing this analysis requires that you have information about the cost of the RPA robots as well as being able to identify which tasks could be automated with RPA. Good integration of process discovery, simulation, analysis and ongoing monitoring.
Integration is Still Cool, and Core in your BPM Strategy, PMG.net
Ben Alexander from PMG.net focused on integration within BPM as a key element for driving innovation by increasing the speed of application development: integrating services for RPA, ML, AI, IoT, blockchain, chatbots and whatever other hot new technologies can be brought together in a low-code environment such as PMG. His demo showed a vendor onboarding application, adding a function/subprocess for assessing probability of vendor approval using machine learning by calling AzureML, user task assignment using Slack integration or SMS/phone support through a Twilio connector, and RPA bot invocation using a generic REST API. Nice demo of how to put all of these third-party services together using a BPM platform as the main application development and orchestration engine.
Making Process Personal, Flowable
Paul Holmes-Higgin and Micha Keiner from Flowable presented on their Engage product for customer engagement via chat, using chatbots to augment rather than replace human chat, and modeling the chatbot behavior using standard modeling tools. In particular, they have found that a conversation can be modeled as a case with dynamic injection of processes, with the ability to bring intelligence into conversations, and the added benefit of the chat being completely audited. The demo was around the use case of a high-wealth banking client talking to their relationship manager using chat, with simultaneous views of both the client and relationship manager UI in the Flowable Engage chat interface. The client mentioned that she moved to a new home, and the RM initiated the change address process by starting a new case right in the chat by invoking a context-sensitive digital assistant. This provided advice to the RM about address change regulatory rules, and provided a form in situ to collect the address data. The case is now progressed through a combination of chat message to collaborate between human players, forms filled directly in the chat window, and confirmation by the client via chat by presenting them with information to be updated. Potential issues, such as compliance regulations due to a country move, are raised to the RM, and related processes execute behind the scenes that include a compliance officer via a more standard task inbox interface. Once the compliance process completes, the RM is informed via the chat interface. Behind the scenes, there’s a standard address change BPMN diagram, where the chat interface is integrated through service activities. They also showed replacing the human compliance decision with a decision table that was created (and manually edited if necessary) based on a decision tree generated by machine learning on 200,000 historical address change cases; rerunning the scenario skipped the compliance officer step and approved the change instantaneously. Other chat automated tasks that the RM can invoke include setting reminders, retrieving customer information and more using natural language processing, as well as other types of more structured cases and processes. Great demo, and an excellent look at the future of chat interfaces in process and case management.
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