Inquiry Support Process, AI Primary Response

Release date 2024-03-12

Inquiry Support Process, AI Primary Response 20240306

This process manages the progress of inquiries from receipt to response. After receiving an inquiry, the AI (Microsoft Azure OpenAI Service = AOAI) automatically creates and sends a primary response email. The person in charge will then create and send the response to the inquiry.

Worker (#of Swimlane: 2)

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

Business Flow (Complexity of Workflow: 21)

501′. Decide if no response is required
- The person in charge of the inquiry response team will determine whether a response is necessary. It will automatically end after 3 days.
61. Designate a Responder
- The person in charge of the inquiry response team will designate a responder.
132. Response
- The person handling the inquiry enters the response.
193. Evaluation of response
- The person responsible for the inquiry response team evaluates the response results.
65x1. AI Classification/Summary
- The workflow platform categorizes whether inquiries are necessary or not and summarizes the content.
47x2. Set Title
- The workflow platform sets the subject.
66x3. AI Primary Response
- The workflow platform creates the primary answer to the query.
40x4′. Update subject (not required)
- The workflow platform sets the subject.
9x4. Update subject, destination, response email text
- The workflow platform sets the subject, reply destination, and reply email text.

Business Process Variables (#of Data Item: 27)

▼ 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
- Contains 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 Detailq_inquiryDetail12*
- Stores the inquiry details.
Inquiry Filesq_inquiryFile13
- Contains files related to the inquiry.
▼ Response Content ▼ 14
AI Response (primary response to inquiry)q_AI_completion220
- Stores the primary AI response to the inquiry.
Operatorq_operator16
- Stores the person in charge of creating the query response.
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 response email.
- customer-service@example.com
Response Email Textq_mailBody22*
- Stores the inquiry response email body.
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
- Stores memos and comments.

Field Name, num, Initial Value

Download

inquiry-response-20240306-en.qar
- inquiry-response-20240306-en.csv (for Importing Data Item Definitions)

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

Notes

If you replace the AI (AOAI) cooperation step with [OpenAI ChatGPT: Chat], it can be used in the Advanced edition.
Example prompt for AI (AOAI) cooperation step

We receive inquiries from users of Questetra BPM Suite about how to use it, etc.

There are many cases where interactions occur multiple times.

As a Customer Success team, we always want to write polite reply emails.

Please write a response to the following [Question]. 200 words or less.

A customer call or a sentence in which the respondent identifies himself/herself is not required.

Since responses will be sent by email, please insert line breaks where appropriate so that each line is not too long.

---[Question]---

(inquiry text here)