Inquiry Response Process, Outlook Initiation, AI Spam Classification/Summarization

Release date 2024-03-14

Inquiry Response Process, Outlook Initiation, AI Spam Classification/Summarization 20240220

This is a process to manage inquiries from receipt of (Outlook) emails to the response. When an inquiry is received, the AI filters out spam and paraphrases the email text to an easily digestible summary. The contact person assigns an appropriate responder based on the summary.

Worker (#of Swimlane: 2)

General Inquiry Desk Leader
- Responsible for the inquiry response team.
Responder
- Person in charge of responding to inquiries.

Business Flow (Complexity of Workflow: 19)

501′. Decision to respond
- The person in charge of the inquiry response team will determine whether a response is necessary. It will automatically end after 3 days.
1. Designate a Responder
- The person in charge of the inquiry response team will designate a responder.
2. Response
- The person responding to the inquiry enters the answer.
3. Evaluation of response
- The person responsible for the inquiry response team evaluates the response results.
58x1. Email Import
- The workflow platform imports the contents of the email.
x2. Set Title
- The workflow platform sets the subject.
48x3. AI classification/Summary
- The workflow platform categorizes inquiries as to whether they are necessary or not and summarizes the content.
40x4′. Update Title (not required)
- The workflow platform sets the subject.
x4. Update title, destination, response email text
- The workflow platform sets the subject, reply destination, and reply email text.

Business Process Variables (#of Data Item: 28)

▼ Inquiry Source ▼ 0
Name q_name 1 *
Company q_company 2 *
Email Addressq_email3
- Stores the email address of the inquirer.
Telephone Numberq_tel4
- Stores the telephone number of the inquirer.
Noteworthy past inquiriesq_note5
- Stores notable past queries regarding the inquirer.
▼ Inquiry Form ▼ 6
Received Dateq_receiveDatetime7
- Stores the date and time the inquiry was received.
- processInstanceStartDatetime
Inquiry IDq_id8
- #{#sformat(‘%d’, processInstanceId)}#{#sformat(‘%04d’, processInstanceSequenceNumber)}
Inquiry Type 1 q_kind1 9
Inquiry Type 2 q_kind2 10
Product Featuresq_function11
- Stores the product features related to the query.
AI Response (categorization/summary of whether response is required)q_AI_completion18
- Stores the classification results and summary of whether or not the inquiry needs to be handled by AI.
Inquiry Email Titleq_inquirySubject15*
- Stores the query subject.
Inquiry Email Contentq_inquiryDetail12*
- Stores the details of the inquiry.
Inquiry Email Filesq_inquiryFile13
- Stores files related to queries.
Inquiry Email IDq_mailId19
- Stores the ID of the inquiry email.
▼ Response Content ▼ 14
Responderq_operator16
- Stores the person in charge of creating the query answer.
Response Dateq_responseDatetime17
- Stores the date and time of the reply to the inquiry source.
Reply Email Destinationq_mailTo43*
- Stores the destination address for inquiry response emails.
Response Email Senderq_mailFrom44
- Stores the sender address of the inquiry answer email.
- customer-service@example.com
Response Email Textq_mailBody22*
- Stores the text of the inquiry and answer email.
Response Filesq_responseFile45
- Stores files related to query answers.
▼ Internal Communication ▼ 29
Correspondence Scoreq_point30
- Stores the rating for handling inquiries.
Knowledge should be shared within the companyq_knowledgeFlag31
- Stores whether or not the query contents and results should be shared within the company.
Commentsq_comment32
- Memos and comments are stored.

Field Name, num, Initial Value

Download

inquiry-response-20240220-en.qar
- inquiry-response-20240220-en.xml.csv (for Importing Data Item Definitions)

This archive contains the BPMN icons that are not available in the Basic edition.

Notes

Example of prompt for AI (ChatGPT) linked step

I want to determine whether a question needs to be answered or not. Also, I want to read the contents of the inquiry in a short time.

First, please determine if the following query about Questetra BPM Suite is a message that requires a response or not.

If not, please answer "", otherwise please answer "".

In the next line, please summarize the inquiry in 20 words or less.

---[Inquiry]---

(Inquiry text here)