Inquiry Support Process, AI Primary Response

/ Workflow Apps / Inquiry Response, OpenAI API

Inquiry Support Process, AI Primary Response 20240306
This process manages the progress of inquiries from receipt to response. After receiving an inquiry, the AI (Microsoft Azure OpenAI Service = AOAI) automatically creates and sends a primary response email. The person in charge will then create and send the response to the inquiry.
Worker (#of Swimlane: 2)
  • General Inquiry Desk Leader
    • Responsible for the inquiry response team.
  • Correspondent
    • Person in charge of responding to inquiries.
Business Flow (Complexity of Workflow: 21)
  • 50 1'. Decide if no response is required
    • 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 handling the inquiry enters the response.
  • 19 3. Evaluation of response
    • The person responsible for the inquiry response team evaluates the response results.
  • 65 x1. AI Classification/Summary
    • The workflow platform categorizes whether inquiries are necessary or not and summarizes the content.
  • 47 x2. Set Title
    • The workflow platform sets the subject.
  • 66 x3. AI Primary Response
    • The workflow platform creates the primary answer to the query.
  • 40 x4'. Update subject (not required)
    • The workflow platform sets the subject.
  • 9 x4. Update subject, destination, response email text
    • The workflow platform sets the subject, reply destination, and reply email text.
Business Process Variables (#of Data Item: 27)
  • ▼ 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
    • Contains 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 Detail q_inquiryDetail 12 *
    • Stores the inquiry details.
  • Inquiry Files q_inquiryFile 13
    • Contains files related to the inquiry.
  • ▼ Response Content ▼ 14
  • AI Response (primary response to inquiry) q_AI_completion2 20
    • Stores the primary AI response to the inquiry.
  • Operator q_operator 16
    • Stores the person in charge of creating the query response.
  • 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 response email.
    • customer-service@example.com
  • Response Email Text q_mailBody 22 *
    • Stores the inquiry response email body.
  • 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
    • Stores memos and comments.

Field Name, num, Initial Value

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

Notes

  • If you replace the AI (AOAI) cooperation step with [OpenAI ChatGPT: Chat], it can be used in the Advanced edition.
  • Example prompt for AI (AOAI) cooperation step
We receive inquiries from users of Questetra BPM Suite about how to use it, etc.

There are many cases where interactions occur multiple times.

As a Customer Success team, we always want to write polite reply emails.

Please write a response to the following [Question]. 200 words or less.

A customer call or a sentence in which the respondent identifies himself/herself is not required.

Since responses will be sent by email, please insert line breaks where appropriate so that each line is not too long.

---[Question]---

(inquiry text here)

Capture

See also

Azure OpenAI Service #Chat: パラメータ付き対話
問合対応プロセス, Outlook開始、AIノイズ分別・要約
問合対応プロセス, ChatGPT連携 回答草稿作成
問合対応プロセス, ChatGPT連携 回答レビュー
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