Inquiry Management Process, Priority AI Decision Making

/ Workflow Apps / Inquiry Response, OpenAI API

Inquiry Management Process, Priority AI Decision Making 20231213
This is the business process of accepting and responding to inquiries. The AI determines the priority (high, medium, or low) in consideration of urgency and importance. The contact person can decide the order of response based on the priority level.
Worker (#of Swimlane: 4)
  • Employee
    • The employee reporting the inquiry.
  • Inquiry Desk Leader
    • Responsible for the inquiry response team.
  • Inquiry Responder
    • The person in charge of responding to inquiries.
  • Translation/Advice
    • The person in charge of translation and advice.
Business Flow (Complexity of Workflow: 20)
  • 11. Issue a Ticket
    • Employees enter inquiry information received by phone, etc.
  • 133. Response
    • The person handling the inquiry enters the answer.
  • 143’. Translation/Advice
    • The designated person will provide translation and advice.
  • 194. Evaluation of response
    • The person in charge of the inquiry response team evaluates the response results.
  • 39. Inquiry Answered
    • The employee enters the information from the answered phone call.
  • 25 x0. AI Priority Decision
  • 24x1′. Set Title
    • The workflow platform sets the subject line.
  • 8x1. Title / Deadline
    • The workflow platform sets the subject and deadline date and time (according to priority).
  • 9x2. Destination, response email text
    • The workflow infrastructure sets the From and body templates for the reply email.
  • 27x3. Set Title
    • The workflow platform sets the subject.
Workflow Diagram (click to open)
Business Process Variables (#of Data Item: 33)
  • ▼ Inquirer ▼ 0
  • Name q_name 1*
    • The full name of the inquirer is stored.
  • Company q_company 2
    • The name of the company from which the inquiry originated is stored.
  • Email Address q_email 3
    • The email address of the inquirer is stored.
  • 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 Details ▼ 6
  • Received Date q_receiveDatetime 7
    • The date and time the inquiry was received is stored.
    • processInstanceStartDatetime
  • Inquiry ID q_id 8
    • Stores the query ID.
    • #{#sformat(‘%d’, processInstanceId)}#{#sformat(‘%04d’, processInstanceSequenceNumber)}
  • Inquiry Type 1 q_kind1 9
    • The inquiry type (object) is stored.
  • Inquiry Type 2 q_kind2 10
    • The query type is stored.
  • Product Features q_function 11
    • Contains product features related to the query.
  • Inquiry Details q_inquiryDetail 12*
    • Inquiry details are stored.
  • Inquiry Files q_inquiryFile 13
    • Contains files related to queries.
  • ▼ Response Content ▼ 14
  • Priority q_response_priority 34
    • The priority of the response task (AI judgment) is stored.
  • Response: Deadline Date q_response_deadline 23
    • The response deadline date and time will be stored. Priority “High” -> received date + 2 hours, “Medium” -> received date + 4 hours, “Low” -> received date + 12 hours
  • Responder q_operator 16*
    • Stores the person in charge of creating the query response.
  • Response Date q_responseDatetime 17
    • The date and time of the reply to the inquiry source is stored.
  • ▼ Email Response ▼ 19
  • Response Email Destination q_mailTo 20
    • Stores the destination address for inquiry response emails.
  • Response Email Sender q_mailFrom 21
    • The sender address of the inquiry response email is stored.
    • customer-service@example.com
  • Email Body q_mailBody 22
    • The inquiry response email body is stored.
  • Response Files q_responseFile 33
    • Stores files related to inquiry response.
  • ▼ Translation/Advice ▼ 24
  • Adviser (translation/advice) q_adviser 25
    • Translation/advice correspondent is stored.
  • Translation Advice: Deadline Date and Time q_adviceLimit 26
    • The deadline date and time for translation/advice is stored.
  • Translation/Advice q_adviceDetail 27
    • The details of the translation/advice are stored.
  • Translation/Advice Files q_adviceFile 28
    • Files related to translation/advice are stored here.
  • ▼ Internal Communications / Overview of Response During the Process ▼ 29
  • Correspondence Rating q_point 30
    • Stores the rating for handling inquiries.
  • Knowledge should be shared internally q_knowledgeFlag 31
    • Stores whether the query should be shared internally.
  • Comment q_comment 32
    • Memos and comments are stored.

Field Name, num, Initial Value

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Notes

  • [x0. AI Priority Decision] auto-step
    • ChatGPT analyzes the query and stores the analysis value in the “Priority” data item
      • Analysis value: “High”, “Medium”, “Low

Capture

See also

問合対応プロセス, ChatGPT連携 翻訳
問合管理プロセス,回答助言部署、AI判断
問合対応プロセス, ExcelOnline分岐

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