Inquiry Response Process, Outlook Initiation, AI Spam Classification/Summarization

Inquiry Response Process, Outlook Initiation, AI Spam Classification/Summarization 20240220

This is a process to manage inquiries from receipt of (Outlook) emails to the response. When an inquiry is received, the AI filters out spam and paraphrases the email text to an easily digestible summary. The contact person assigns an appropriate responder based on the summary.

Worker (#of Swimlane: 2)

General Inquiry Desk Leader
- Responsible for the inquiry response team.
Responder
- Person in charge of responding to inquiries.

Business Flow (Complexity of Workflow: 19)

50 1'. Decision to respond
- The person in charge of the inquiry response team will determine whether a response is necessary. It will automatically end after 3 days.
6 1. Designate a Responder
- The person in charge of the inquiry response team will designate a responder.
13 2. Response
- The person responding to the inquiry enters the answer.
19 3. Evaluation of response
- The person responsible for the inquiry response team evaluates the response results.
58 x1. Email Import
- The workflow platform imports the contents of the email.
47 x2. Set Title
- The workflow platform sets the subject.
48 x3. AI classification/Summary
- The workflow platform categorizes inquiries as to whether they are necessary or not and summarizes the content.
40 x4'. Update Title (not required)
- The workflow platform sets the subject.
9 x4. Update title, destination, response email text
- The workflow platform sets the subject, reply destination, and reply email text.

Business Process Variables (#of Data Item: 28)

▼ Inquiry Source ▼ 0
Name q_name 1 *
Company q_company 2 *
Email Address q_email 3
- Stores the email address of the inquirer.
Telephone Number q_tel 4
- Stores the telephone number of the inquirer.
Noteworthy past inquiries q_note 5
- Stores notable past queries regarding the inquirer.
▼ Inquiry Form ▼ 6
Received Date q_receiveDatetime 7
- Stores the date and time the inquiry was received.
- processInstanceStartDatetime
Inquiry ID q_id 8
- #{#sformat('%d', processInstanceId)}#{#sformat('%04d', processInstanceSequenceNumber)}
Inquiry Type 1 q_kind1 9
Inquiry Type 2 q_kind2 10
Product Features q_function 11
- Stores the product features related to the query.
AI Response (categorization/summary of whether response is required) q_AI_completion 18
- Stores the classification results and summary of whether or not the inquiry needs to be handled by AI.
Inquiry Email Title q_inquirySubject 15 *
- Stores the query subject.
Inquiry Email Content q_inquiryDetail 12 *
- Stores the details of the inquiry.
Inquiry Email Files q_inquiryFile 13
- Stores files related to queries.
Inquiry Email ID q_mailId 19
- Stores the ID of the inquiry email.
▼ Response Content ▼ 14
Responder q_operator 16
- Stores the person in charge of creating the query answer.
Response Date q_responseDatetime 17
- Stores the date and time of the reply to the inquiry source.
Reply Email Destination q_mailTo 43 *
- Stores the destination address for inquiry response emails.
Response Email Sender q_mailFrom 44
- Stores the sender address of the inquiry answer email.
- customer-service@example.com
Response Email Text q_mailBody 22 *
- Stores the text of the inquiry and answer email.
Response Files q_responseFile 45
- Stores files related to query answers.
▼ Internal Communication ▼ 29
Correspondence Score q_point 30
- Stores the rating for handling inquiries.
Knowledge should be shared within the company q_knowledgeFlag 31
- Stores whether or not the query contents and results should be shared within the company.
Comments q_comment 32
- Memos and comments are stored.

Field Name, num, Initial Value

Download

inquiry-response-20240220-en.qar
- inquiry-response-20240220-en.xml.csv (for Importing Data Item Definitions)

This archive contains the BPMN icons that are not available in the Basic edition.

Notes

Example of prompt for AI (ChatGPT) linked step

I want to determine whether a question needs to be answered or not. Also, I want to read the contents of the inquiry in a short time.

First, please determine if the following query about Questetra BPM Suite is a message that requires a response or not.

If not, please answer "", otherwise please answer "".

In the next line, please summarize the inquiry in 20 words or less.

---[Inquiry]---

(Inquiry text here)

Capture

問合対応プロセス, Gmail開始、AI回答要否分類

問合管理プロセス,優先度ＡＩ判断

開始: Microsoft 365 Outlook for Business: メール受信時