2023-10-23 / Workflow Apps / ,
Inquiry Management Process, ChatGPT Integration 20231019
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.
Worker (#of Swimlane: 4)
  • Employee
    • Employee reports enquiry
  • Inquiry Desk Leader
    • Head of the Inquiry Response Team
  • Inquiry Handler
    • Person in charge of responding to inquiries.
  • Translation/Advice
    • Person in charge of translating and advising.
Business Flow (Complexity of Workflow: 27)
  • 11. Issue of voucher
    • The employee inputs information about the query.
  • 62. Designation of responder
    • The head of the enquiry response team designates a responder.
  • 26 2’. Decide to act or not
  • 133. Response
    • The enquiry responder enters the response.
  • 143’. Translation/advice
    • Nominated personnel provide translation and advice.
  • 194. Evaluation of response
    • The person responsible for the enquiry response team evaluates the results of the response.
  • 39. Answered ticket
    • Employees enter information about queries that have already been answered by telephone.
  • 24 x1. AI-based query classification
  • 30 x2′. Title
  • 8 x2. Title
  • 9 x3. Destination, response email text
Business Process Variables (#of Data Item: 34)
  • ▼ Inquirer ▼ 0
  • Name q_name 1*
    • The name of the inquiring party is stored.
  • Company q_company 2
    • The name of the company is stored
  • Email Address q_email 3
    • The email address of the enquiring party is stored.
  • Telephone Number q_tel 4
    • The telephone number of the enquiring party is stored.
  • Noteworthy Past Inquiries q_note 5
    • Contains past queries of particular note concerning the query source.
  • ▼ Inquiry Details ▼ 6
  • Date Received q_receiveDatetime 7
    • The date and time of receipt of the query is stored.
    • processInstanceStartDatetime
  • Inquiry ID q_id 8
    • The query ID is stored.
    • #{#sformat(‘%d’, processInstanceId)}#{#sformat(‘%04d’, processInstanceSequenceNumber)}
  • Type of Inquiry 1 q_kind1 9
    • Inquiry type 1 is stored.
  • Type of Inquiry 2 q_kind2 10
    • Inquiry type 2 is stored.
  • Product Features q_function 11
    • Product functions related to the query are stored.
  • Inquiry Details q_inquiryDetail 12*
    • The query details are stored.
  • Inquiry-related Files q_inquiryFile 13
    • Files relevant to the query are stored.
  • AI Response (to determine if it is a sales call or not) q_AI_completion 23
    • The result of the decision as to whether the enquiry is a sales contact or not is stored.
  • ▼ Response Details ▼ 14
  • Response Method q_media 15
    • The method of replying to the enquirer is stored.
  • Responder q_operator 16
    • The person in charge of creating the query response is stored.
  • Response Date q_responseDatetime 17
    • The date and time of the response to the enquirer is stored.
  • Response Summary q_responseDetail 18
    • The summary of the query response is stored.
  • ▼ Email Response ▼ 19
  • Reply Email Address. q_mailTo 20
    • Contains the address to which query response emails are sent.
  • Reply Email Sent From q_mailFrom 21
    • The source address of the query response email is stored.
    • customer-service@example.com
  • Response Email Body q_mailBody 22
    • The body of the enquiry response email is stored.
  • Files Relevant to the Response q_responseFile 33
    • The files related to the query answers are stored.
  • ▼ Translation/Advice ▼ 24
  • Contact Person (translation/advice) q_adviser 25
    • Translation/advice correspondents are stored.
  • Deadline Date q_adviceLimit 26
    • The date and time of the translation/advice deadline is stored.
  • Translation/Advice Details q_adviceDetail 27
    • The detailed content of the translation/advice is stored.
  • Translation/Advice Files q_adviceFile 28
    • Files relevant to the translation/advice are stored.
  • ▼ Internal Communication / Overview of Response ▼ 29
  • Correspondence Rating q_point 30
    • The grade for the response to the query is stored.
  • Knowledge should be shared internally q_knowledgeFlag 31
    • It stores whether the query should be shared knowledge within the company.
  • Comments q_comment 32
    • Notes and comments are stored.

Field Name, num, Initial Value

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See also

OpenAI ChatGPT: チャット
問合対応プロセス, ChatGPT連携 回答レビュー
問合対応プロセス, ChatGPT連携 回答草稿作成
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