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BpmNEXT2019 - The Case of Intentional Process

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“The Case of the Intentional Process” given by our Chief Product Officer, Paul Holmes-Higgin, and our Chief Technology Officer, Micha Kiener at the bpmNEXT 2019 in Santa Barbara, California.

Veröffentlicht in: Technologie
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BpmNEXT2019 - The Case of Intentional Process

  1. 1. The Case of the Intentional Process Paul Sherlock Holmes-Higgin Micha Watson Kiener BPMNext 2019
  2. 2. Date | APR 2019 Chatbots everywhere, trying to engage New businesses starting up, wanting to chat The Case of the Intentional Process East End, London, England Whitechapel, Shoreditch …
  3. 3. Date | APR 2019 Chatbots were being killed off In the backstreets, something dark was happening The Case of the Intentional Process They didn’t seem to be able to engage well enough, except in limited conversations Evidence of a struggle before chatbots demise
  4. 4. Date | APR 2019 Mismatch in expectations brought frustration and rage The chatbots didn’t stand a chance With no clues to who it was, we determined to find a way to protect the chatbots The Chatbot Ripper The Case of the Intentional Process
  5. 5. Date | APR 2019 Optimistic and hyped expectations of capabilities Placed sentries near the chatbots with guides to take people to the right chatbot or to move people to another chatbot to avoid frustration Create safe zone for chatbots and AI The Case of the Intentional Process
  6. 6. Date | APR 2019 Although the case was never closed and the Chatbot Ripper never brought to justice Our framework of logic and process can overcome the strangest challenge Let’s take a closer look at how The chatbot killings stopped The Case of the Intentional Process
  7. 7. Date | APR 2019 Repeatable and replicable process fragments Micro-processes to handle micro-business activities Micro-orchestration of users and systems Business Processes define the digital guides The Case of the Intentional Process
  8. 8. Date | APR 2019 In what context is a micro-process intended to be used? There’s a world of triggers outside a process definition How can we describe and manage them? But when is a micro-process relevant? The Case of the Intentional Process
  9. 9. Date | APR 2019 Case Management to describe micro-process contexts It provides the instruments to define the stages of solving things, along with the life cycles, the milestones, the potential tasks and processes Most of all, it describes the triggers, the sentries An open case The Case of the Intentional Process
  10. 10. Date | APR 2019 Describes what the problem looks like • Stages • Milestones • Sentries BPMN says how to solve a given problem • Tasks • Flows • Events CMMN (no boos and hisses, please) The Case of the Intentional Process
  11. 11. Date | APR 2019 Model life-cycle states, phases or contexts CMMN - Stages The Case of the Intentional Process Scope what processes or activities are started automatically or on demand
  12. 12. Date | APR 2019 Entry criteria start things (white diamonds) CMMN - Sentries The Case of the Intentional Process
  13. 13. Date | APR 2019 Exit criteria stop things (black diamonds) CMMN - Sentries The Case of the Intentional Process Entry criteria start things (white diamonds)
  14. 14. Date | APR 2019 Process-driven chatbots Chatbot defined as a group of micro- processes in a Stage Entry criteria triggered by explicit keywords or by a human Micro-Processes in chatbots The Case of the Intentional Process
  15. 15. Date | APR 2019 Use AI & ML as sentry triggers Detect features in the data: current and historical Entry criteria now define the intent of a micro-process chatbot Intelligent sentries The Case of the Intentional Process
  16. 16. Date | APR 2019 Relationships between Stages describe the life- cycle of a micro-process chatbot Sentries can define switching between specific domain or problem chatbots Multiple expert chatbots can be available at the same time, but not necessarily all actively chatting Chatbot life-cycles The Case of the Intentional Process
  17. 17. Date | APR 2019 Declares how processes and activities relate to each other in a context Not a replacement for process CMMN as an intelligent container for intentional processes The Case of the Intentional Process Cases can be nested to provide even more context
  18. 18. Date | APR 2019 Not just chatbots! Self-organizing process pipeline using document analysis, image detection, process mining, … CMMN as an intelligent container for intentional processes The Case of the Intentional Process
  19. 19. Date | APR 2019 High Wealth Client wants to talk to their Relationship Manager using their chat app – but they’re also the owner of a business that banks with the same institution DEMO The Case of the Intentional Process
  20. 20. Date | APR 2019 For regulatory reasons, the bank has to treat the person as two separate clients. How can this be managed when the customer sees an overall relationship with the bank? DEMO The Case of the Intentional Process

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