This process manages the progress of inquiries from receipt to response.\nAfter receiving an inquiry, the AI (Microsoft Azure OpenAI Service = AOAI) automatically creates and sends a primary response email.\nThe person in charge will then create and send the response to the inquiry.<\/div><\/div>\n\n\n
<\/span>Worker (#of Swimlane: 2)<\/div>\n\n\n\n
- <\/i><\/span><\/span> General Inquiry Desk Leader<\/strong>
- Responsible for the inquiry response team.<\/li><\/ul><\/li>\n
- <\/i><\/span><\/span> Correspondent<\/strong>
- Person in charge of responding to inquiries.<\/li><\/ul><\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n
<\/span>Business Flow (Complexity of Workflow: 21)<\/div>\n\n\n\n
- <\/i>50<\/span><\/span><\/span> 1'. Decide if no response is required<\/strong>
- The person in charge of the inquiry response team will determine whether a response is necessary. It will automatically end after 3 days.<\/li><\/ul><\/li>\n
- <\/i>6<\/span><\/span><\/span> 1. Designate a Responder<\/strong>
- The person in charge of the inquiry response team will designate a responder.<\/li><\/ul><\/li>\n
- <\/i>13<\/span><\/span><\/span> 2. Response<\/strong>
- The person handling the inquiry enters the response.<\/li><\/ul><\/li>\n
- <\/i>19<\/span><\/span><\/span> 3. Evaluation of response<\/strong>
- The person responsible for the inquiry response team evaluates the response results.<\/li><\/ul><\/li>\n
- <\/i>65<\/span><\/span><\/span> x1. AI Classification\/Summary<\/strong>
- The workflow platform categorizes whether inquiries are necessary or not and summarizes the content.<\/li><\/ul><\/li>\n
- <\/i>47<\/span><\/span><\/span> x2. Set Title<\/strong>
- The workflow platform sets the subject.<\/li><\/ul><\/li>\n
- <\/i>66<\/span><\/span><\/span> x3. AI Primary Response<\/strong>
- The workflow platform creates the primary answer to the query.<\/li><\/ul><\/li>\n
- <\/i>40<\/span><\/span><\/span> x4'. Update subject (not required)<\/strong>
- The workflow platform sets the subject.<\/li><\/ul><\/li>\n
- <\/i>9<\/span><\/span><\/span> x4. Update subject, destination, response email text<\/strong>
- The workflow platform sets the subject, reply destination, and reply email text.<\/li><\/ul><\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n
<\/span>Business Process Variables (#of Data Item: 27)<\/div>\n\n\n\n
- <\/i><\/span> \u25bc Inquiry Source \u25bc<\/strong> <\/span>
0<\/code> <\/li>\n- <\/i><\/span> Name<\/strong> q_name<\/span>
1<\/code> *<\/span><\/li>\n- <\/i><\/span> Company<\/strong> q_company<\/span>
2<\/code> *<\/span><\/li>\n- <\/i><\/span> Email Address<\/strong> q_email<\/span>
3<\/code> *<\/span>- Stores the email address of the inquirer.<\/li><\/ul><\/li>\n
- <\/i><\/span> Telephone Number<\/strong> q_tel<\/span>
4<\/code> - Stores the telephone number of the inquirer.<\/li><\/ul><\/li>\n
- <\/i><\/span> Noteworthy Past inquiries<\/strong> q_note<\/span>
5<\/code> - Stores notable past queries regarding the inquirer.<\/li><\/ul><\/li>\n
- <\/i><\/span> \u25bc Inquiry Form \u25bc<\/strong> <\/span>
6<\/code> <\/li>\n- <\/i><\/span> Received Date<\/strong> q_receiveDatetime<\/span>
7<\/code> - Stores the date and time the inquiry was received.<\/li><\/ul>
- processInstanceStartDatetime<\/span><\/li><\/ul><\/li>\n
- <\/i><\/span> Inquiry ID<\/strong> q_id<\/span>
8<\/code> - #{#sformat('%d', processInstanceId)}#{#sformat('%04d', processInstanceSequenceNumber)}<\/span><\/li><\/ul><\/li>\n
- <\/i><\/span> Inquiry Type 1<\/strong> q_kind1<\/span>
9<\/code> <\/li>\n- <\/i><\/span> Inquiry Type 2<\/strong> q_kind2<\/span>
10<\/code> <\/li>\n- <\/i><\/span> Product Features<\/strong> q_function<\/span>
11<\/code> - Contains product features related to the query.<\/li><\/ul><\/li>\n
- <\/i><\/span> AI Response (categorization\/summary of whether response is required)<\/strong> q_AI_completion<\/span>
18<\/code> - Stores the classification results and summary of whether or not the inquiry needs to be handled by AI.<\/li><\/ul><\/li>\n
- <\/i><\/span> Inquiry Detail<\/strong> q_inquiryDetail<\/span>
12<\/code> *<\/span>- Stores the inquiry details.<\/li><\/ul><\/li>\n
- <\/i><\/span> Inquiry Files<\/strong> q_inquiryFile<\/span>
13<\/code> - Contains files related to the inquiry.<\/li><\/ul><\/li>\n
- <\/i><\/span> \u25bc Response Content \u25bc<\/strong> <\/span>
14<\/code> <\/li>\n- <\/i><\/span> AI Response (primary response to inquiry)<\/strong> q_AI_completion2<\/span>
20<\/code> - Stores the primary AI response to the inquiry.<\/li><\/ul><\/li>\n
- <\/i><\/span> Operator<\/strong> q_operator<\/span>
16<\/code> - Stores the person in charge of creating the query response.<\/li><\/ul><\/li>\n
- <\/i><\/span> Response Date<\/strong> q_responseDatetime<\/span>
17<\/code> - Stores the date and time of the reply to the inquiry source.<\/li><\/ul><\/li>\n
- <\/i><\/span> Reply Email Destination<\/strong> q_mailTo<\/span>
43<\/code> *<\/span>- Stores the destination address for inquiry response emails.<\/li><\/ul><\/li>\n
- <\/i><\/span> Response Email Sender<\/strong> q_mailFrom<\/span>
44<\/code> - Stores the sender address of the inquiry response email.<\/li><\/ul>
- customer-service@example.com<\/span><\/li><\/ul><\/li>\n
- <\/i><\/span> Response Email Text<\/strong>