This is a process that centrally manages everything from receiving inquiries to sending responses. After receiving the web form, AI will check the received content. If the call is determined to be a sales call rather than an inquiry, the caller will be assigned a different task from normal response.<\/div><\/div>\n\n\n
<\/span>Worker (#of Swimlane: 4)<\/div>\n\n\n\n
\n- Employee<\/strong>\n
\n- Employee reports enquiry<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- Inquiry Desk Leader<\/strong>\n
\n- Head of the Inquiry Response Team<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- Inquiry Handler<\/strong>\n
\n- Person in charge of responding to inquiries.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- Translation\/Advice<\/strong>\n
\n- Person in charge of translating and advising.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n
<\/span>Business Flow (Complexity of Workflow: 27)<\/div>\n\n\n\n
\n- 1. Issue of voucher<\/strong>\n
\n- The employee inputs information about the query.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- 2. Designation of responder<\/strong>\n
\n- The head of the enquiry response team designates a responder.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i>26<\/span><\/span><\/span> 2\u2019. Decide to act or not<\/strong> <\/li>\n\n\n\n
- 3. Response<\/strong>\n
\n- The enquiry responder enters the response.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- 3\u2019. Translation\/advice<\/strong>\n
\n- Nominated personnel provide translation and advice.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- 4. Evaluation of response<\/strong>\n
\n- The person responsible for the enquiry response team evaluates the results of the response.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- 9. Answered ticket<\/strong>\n
\n- Employees enter information about queries that have already been answered by telephone.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i>24<\/span><\/span><\/span> x1. AI-based query classification<\/strong> <\/li>\n\n\n\n
- x2′. Title<\/strong> <\/li>\n\n\n\n
- x2. Title<\/strong> <\/li>\n\n\n\n
- x3. Destination, response email text<\/strong> <\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n
<\/span>Business Process Variables (#of Data Item: 34)<\/div>\n\n\n\n
\n- <\/i><\/span> \u25bc Inquirer \u25bc<\/strong> <\/span>
0<\/code> <\/li>\n\n\n\n- <\/i><\/span>Name<\/strong> q_name<\/span>
1<\/code>*<\/span>\n\n- The name of the inquiring party is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Company<\/strong> q_company<\/span>
2<\/code>\n\n- The name of the company is stored<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Email Address<\/strong> q_email<\/span>
3<\/code>\n\n- The email address of the enquiring party is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Telephone Number<\/strong> q_tel<\/span>
4<\/code>\n\n- The telephone number of the enquiring party is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Noteworthy Past Inquiries<\/strong> q_note<\/span>
5<\/code>\n\n- Contains past queries of particular note concerning the query source.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span> \u25bc Inquiry Details \u25bc<\/strong> <\/span>
6<\/code> <\/li>\n\n\n\n- <\/i><\/span>Date Received<\/strong> q_receiveDatetime<\/span>
7<\/code>\n\n- The date and time of receipt of the query is stored.<\/li>\n\n\n\n
- processInstanceStartDatetime<\/span><\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Inquiry ID<\/strong> q_id<\/span>
8<\/code>\n\n- The query ID is stored.<\/li>\n\n\n\n
- #{#sformat(‘%d’, processInstanceId)}#{#sformat(‘%04d’, processInstanceSequenceNumber)}<\/span><\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Type of Inquiry 1<\/strong> q_kind1<\/span>
9<\/code>\n\n- Inquiry type 1 is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Type of Inquiry 2<\/strong> q_kind2<\/span>
10<\/code>\n\n- Inquiry type 2 is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Product Features<\/strong> q_function<\/span>
11<\/code>\n\n- Product functions related to the query are stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Inquiry Details<\/strong> q_inquiryDetail<\/span>
12<\/code>*<\/span>\n\n- The query details are stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Inquiry-related Files<\/strong> q_inquiryFile<\/span>
13<\/code>\n\n- Files relevant to the query are stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>AI Response (to determine if it is a sales call or not)<\/strong> q_AI_completion<\/span>
23<\/code>\n\n- The result of the decision as to whether the enquiry is a sales contact or not is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span> \u25bc Response Details \u25bc<\/strong> <\/span>
14<\/code> <\/li>\n\n\n\n- <\/i><\/span>Response Method<\/strong> q_media<\/span>
15<\/code>\n\n- The method of replying to the enquirer is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Responder<\/strong> q_operator<\/span>
16<\/code>\n\n- The person in charge of creating the query response is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Response Date<\/strong> q_responseDatetime<\/span>
17<\/code>\n\n- The date and time of the response to the enquirer is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Response Summary<\/strong> q_responseDetail<\/span>
18<\/code>\n\n- The summary of the query response is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span> \u25bc Email Response \u25bc<\/strong> <\/span>
19<\/code> <\/li>\n\n\n\n- <\/i><\/span>Reply Email Address.<\/strong> q_mailTo<\/span>
20<\/code>\n\n- Contains the address to which query response emails are sent.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Reply Email Sent From<\/strong> q_mailFrom<\/span>
21<\/code>\n\n- The source address of the query response email is stored.<\/li>\n\n\n\n
- customer-service@example.com<\/span><\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Response Email Body<\/strong> q_mailBody<\/span>
22<\/code>\n\n- The body of the enquiry response email is stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Files Relevant to the Response<\/strong> q_responseFile<\/span>
33<\/code>\n\n- The files related to the query answers are stored.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span> \u25bc Translation\/Advice \u25bc<\/strong> <\/span>
24<\/code> <\/li>\n\n\n\n