Inquiry Response Process, Outlook Initiation, AI Spam Classification\/Summarization 20240220<\/div>
This is a process to manage inquiries from receipt of (Outlook) emails to the response.\nWhen an inquiry is received, the AI filters out spam and paraphrases the email text to an easily digestible summary.\nThe contact person assigns an appropriate responder based on the summary.<\/div><\/div>\n\n\n
<\/span>Worker (#of Swimlane: 2)<\/div>\n\n\n\n
\n- General Inquiry Desk Leader<\/strong>\n
\n- Responsible for the inquiry response team.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- Responder<\/strong>\n
\n- Person in charge of responding to inquiries.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n
<\/span>Business Flow (Complexity of Workflow: 19)<\/div>\n\n\n\n
\n- <\/i>50<\/span><\/span><\/span>1′. Decision to respond<\/strong>\n
\n- The person in charge of the inquiry response team will determine whether a response is necessary. It will automatically end after 3 days.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- 1. Designate a Responder<\/strong>\n
\n- The person in charge of the inquiry response team will designate a responder.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- 2. Response<\/strong>\n
\n- The person responding to the inquiry enters the answer.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- 3. Evaluation of response<\/strong>\n
\n- The person responsible for the inquiry response team evaluates the response results.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i>58<\/span><\/span><\/span>x1. Email Import<\/strong>\n
\n- The workflow platform imports the contents of the email.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- x2. Set Title<\/strong>\n
\n- The workflow platform sets the subject.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i>48<\/span><\/span><\/span>x3. AI classification\/Summary<\/strong>\n
\n- The workflow platform categorizes inquiries as to whether they are necessary or not and summarizes the content.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i>40<\/span><\/span><\/span>x4′. Update Title (not required)<\/strong>\n
\n- The workflow platform sets the subject.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- x4. Update title, destination, response email text<\/strong>\n
\n- The workflow platform sets the subject, reply destination, and reply email text.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n
<\/span>Business Process Variables (#of Data Item: 28)<\/div>\n\n\n\n
\n- <\/i><\/span> \u25bc Inquiry Source \u25bc<\/strong> <\/span>
0<\/code> <\/li>\n\n\n\n- <\/i><\/span> Name<\/strong> q_name<\/span>
1<\/code> *<\/span><\/li>\n\n\n\n- <\/i><\/span> Company<\/strong> q_company<\/span>
2<\/code> *<\/span><\/li>\n\n\n\n- <\/i><\/span>Email Address<\/strong>q_email<\/span>
3<\/code>\n\n- Stores the email address of the inquirer.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Telephone Number<\/strong>q_tel<\/span>
4<\/code>\n\n- Stores the telephone number of the inquirer.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Noteworthy past inquiries<\/strong>q_note<\/span>
5<\/code>\n\n- Stores notable past queries regarding the inquirer.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span> \u25bc Inquiry Form \u25bc<\/strong> <\/span>
6<\/code> <\/li>\n\n\n\n- <\/i><\/span>Received Date<\/strong>q_receiveDatetime<\/span>
7<\/code>\n\n- Stores the date and time the inquiry was received.<\/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- #{#sformat(‘%d’, processInstanceId)}#{#sformat(‘%04d’, processInstanceSequenceNumber)}<\/span><\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span> Inquiry Type 1<\/strong> q_kind1<\/span>
9<\/code> <\/li>\n\n\n\n- <\/i><\/span> Inquiry Type 2<\/strong> q_kind2<\/span>
10<\/code> <\/li>\n\n\n\n- <\/i><\/span>Product Features<\/strong>q_function<\/span>
11<\/code>\n\n- Stores the product features related to the query.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>AI Response (categorization\/summary of whether response is required)<\/strong>q_AI_completion<\/span>
18<\/code>\n\n- Stores the classification results and summary of whether or not the inquiry needs to be handled by AI.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Inquiry Email Title<\/strong>q_inquirySubject<\/span>
15<\/code>*<\/span>\n\n- Stores the query subject.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Inquiry Email Content<\/strong>q_inquiryDetail<\/span>
12<\/code>*<\/span>\n\n- Stores the details of the inquiry.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Inquiry Email Files<\/strong>q_inquiryFile<\/span>
13<\/code>\n\n- Stores files related to queries.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Inquiry Email ID<\/strong>q_mailId<\/span>
19<\/code>\n\n- Stores the ID of the inquiry email.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span> \u25bc Response Content \u25bc<\/strong> <\/span>
14<\/code> <\/li>\n\n\n\n- <\/i><\/span>Responder<\/strong>q_operator<\/span>
16<\/code>\n\n- Stores the person in charge of creating the query answer.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Response Date<\/strong>q_responseDatetime<\/span>
17<\/code>\n\n- Stores the date and time of the reply to the inquiry source.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Reply Email Destination<\/strong>q_mailTo<\/span>
43<\/code>*<\/span>\n\n- Stores the destination address for inquiry response emails.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Response Email Sender<\/strong>q_mailFrom<\/span>
44<\/code>\n\n- Stores the sender address of the inquiry answer email.<\/li>\n\n\n\n
- customer-service@example.com<\/span><\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Response Email Text<\/strong>q_mailBody<\/span>
22<\/code>*<\/span>\n\n- Stores the text of the inquiry and answer email.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span>Response Files<\/strong>q_responseFile<\/span>
45<\/code>\n\n- Stores files related to query answers.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
- <\/i><\/span> \u25bc Internal Communication \u25bc<\/strong> <\/span>
29<\/code> <\/li>\n\n\n\n- <\/i><\/span>Correspondence Score<\/strong>q_point<\/span>
30<\/code>\n