Inquiry Management Process – AI Decision

/ Workflow Apps / Inquiry Response, OpenAI API

Inquiry Management Process - AI Decision 20231122
This process manages everything from receiving enquiries to answering them. Based on the content of the enquiry, the AI decides which department will advise on the response, which is then automatically requested. The contact person responds based on the advice.
Worker (#of Swimlane: 5)
  • All Staff
  • Customer Desk (Support Department)
  • Development Department
  • Management Department
  • Sales Department
Business Flow (Complexity of Workflow: 20)
  • 10. Telephone, face-to-face, and other inquiries
    • The person taking the call registers the inquiry information.
  • 71. Prepare response (request for assistance)
    • The person in charge will seek advice and respond if necessary. You can also request assistance from your sales representative.
  • 222a-1. Response assistance
    • The contact person advises the responding officer.
  • 132a. Response support
    • The person in charge advises the responding employee.
  • 232b-1. Response assistance
    • The contact person advises the responding officer.
  • 182b. Response support
    • The person in charge advises the responding employee.
  • 242c-1. Response support/Call support
    • The sales representative advises the answering officer or undertakes to deal directly with the customer.
  • 142c. Response support/Call support
    • The sales representative advises the answering officer or undertakes to deal directly with the customer.
  • 17x1. Response email template generation
    • The workflow platform creates a template for the email response.
  • 19x2. ChatGPT decision: department in charge of advice
    • The workflow platform obtains the department from which the response advice is requested from ChatGPT.
Workflow Diagram (click to open)
Business Process Variables (#of Data Item: 36)
  • ▼ Inbound Content ▼ 0
  • Receipt Number q_Acceptance 1
    • The receipt number is stored.
    • #{processInstanceId}-#{#sformat(‘%03d’, processInstanceSequenceNumber)}
  • Last Name q_Last_Name 2*
    • The last name of the inquirer is stored.
  • First Name q_First_Name 3
    • The name first name of the inquirer is stored.
  • Company q_Company 4
    • The name of the company from which the inquiry is made is stored.
  • Telephone Number q_Phone 5
    • Stores the telephone number of the inquirer.
  • Email Address q_Email 6*
    • The email address of the enquiring party is stored.
  • Service URL q_URL 7
    • The URL of the inquiring party’s utilisation infrastructure is stored.
  • Questions/Consultations q_Inquiry 8*
    • The content of the query is stored.
  • Attachment q_Attachment 9
    • Attachments provided with the query are stored.
  • Privacy Policy q_Privacy 10 *
  • ▼ Supplementary Information on the Inquirer ▼ 13
  • (See customer master) q_Master 14
    • Stores the account name (master selection).
  • Company Name q_Company2 15
    • The company name of the inquiry source is stored.
  • Corporation Number q_Corporation 16
    • The corporate number of the inquiry source is stored.
  • Customer Classification Code q_Classification 17
    • Stores the classification code of the query source.
  • Customer URL q_Customer_URL 18
    • Stores the company website URL of the company that made the inquiry.
  • Customer Region q_Region 19
    • Stores the headquarters region of the inquiring company.
  • Contract Status q_Status 20
    • Stores the contract status of the inquirer.
    • 1
  • Partnership System q_Partnership 21
    • Stores the partnership type of the query source.
    • 1
  • Organization Size q_Scale 22
    • Stores the inquirer’s company size.
  • Decile value for the past 6 months q_Decile 23
    • Stores the decile value of the query source.
    • 0
  • Usage Period q_Period 24
    • Stores the inquirer’s contract period.
    • 0
  • ▼ Response Email ▼ 25
  • Department in Charge of Advice (as determined by ChatGPT) q_advice_dev_by_ai 11
    • Stores the name of the department in charge of advice (ChatGPT judgment).
  • From q_From 28
    • The “From” address to be included in the response email is stored.
    • support@example.com
  • Subject q_Subject 29
    • The Subject to be included in the response email is stored. Automatically set at x1.
  • Body q_Body 30
    • The body text to be included in the response email is stored. Template will be automatically set at x1.
  • Attachment q_Attach 31
    • Files attached to response emails are stored.
  • ▼ Communication ▼ 32
  • Internal Messages q_Message 33
    • Exchanges with the contact and advisory departments are stored.
  • ▼ Data for Aggregation ▼ 34
  • Response Text Creator q_Drafter 35
    • The person in charge of processing “1. Prepare response” is stored.
  • Adviser q_Adviser 36
    • The person in charge of processing “2. Response support” is stored.
  • Response Start Time q_Start 37
    • Stores the time the inquiry was received.
    • processInstanceStartDatetime
  • Completion Time q_Completed 38
    • The processing completion time for “1. Prepare response” is set.

Field Name, num, Initial Value

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Notes

  • “x2. ChatGPT decision: department in charge of advice” auto-step add-on settings

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See also

問合管理プロセス, ChatGPT 連携 問合分類
問合管理プロセス, Questetra Web フォーム開始
問合対応プロセス, ExcelOnline分岐

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