nach oben

Erschienen in:

2020 | OriginalPaper | Buchkapitel

A Conversational Digital Assistant for Intelligent Process Automation

verfasst von : Yara Rizk, Vatche Isahagian, Scott Boag, Yasaman Khazaeni, Merve Unuvar, Vinod Muthusamy, Rania Khalaf

Erschienen in: Business Process Management: Blockchain and Robotic Process Automation Forum

Verlag: Springer International Publishing

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

Robotic process automation (RPA) has emerged as the leading approach to automate tasks in business processes. Moving away from back-end automation, RPA automated the mouse-click on user interfaces; this outside-in approach reduced the overhead of updating legacy software. However, its many shortcomings, namely its lack of accessibility to business users, have prevented its widespread adoption in highly regulated industries. In this work, we explore interactive automation in the form of a conversational digital assistant. It allows business users to interact with and customize their automation solutions through natural language. The framework, which creates such assistants, relies on a multi-agent orchestration model and conversational wrappers for autonomous agents including RPAs. We demonstrate the effectiveness of our proposed approach on a loan approval business process and a travel preapproval business process.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 390 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Maschinenbau + Werkstoffe

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Vorheriges Kapitel External Data Monitoring Using Oracles in Blockchain-Based Process Execution

Nächstes Kapitel Is Robotic Process Automation Becoming Intelligent? Early Evidence of Influences of Artificial Intelligence on Robotic Process Automation

https://www.businessinsider.com/chatbot-market-stats-trends.

https://api.slack.com/bot-users#bots-overview.

https://www.ibm.com/cloud/watson-assistant.

https://www.ibm.com/products/operational-decision-manager.

Travel preapproval processes are common in many enterprises including IBM Research. Employees submit preapprovals to attend academic conferences, client meetings, training events, etc.

van der Aalst, W.M.P., Bichler, M., Heinzl, A.: Robotic process automation. Bus. Inf. Syst. Eng. 60(4), 269–272 (2018). https://doi.org/10.1007/s12599-018-0542-4CrossRef

Agostinelli, S., Marrella, A., Mecella, M.: Towards intelligent robotic process automation for BPmers. arXiv preprint arXiv:2001.00804 (2020)

Biscotti, F., Mehta, V., Villa, A., Bhullar, B., Tornbohm, C.: Market share analysis: robotic process automation, worldwide, 2019. Technical report (2020)

Camargo, M., Dumas, M., González-Rojas, O.: Learning accurate LSTM models of business processes. In: Hildebrandt, T., van Dongen, B.F., Röglinger, M., Mendling, J. (eds.) BPM 2019. LNCS, vol. 11675, pp. 286–302. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-26619-6_19CrossRef

Chakraborti, T., Khazaeni, Y.: D3BA: a tool for optimizing business processes using non-deterministic planning. In: AAAI IPA (2020)

Fernandez, D., Aman, A.: Impacts of robotic process automation on global accounting services. Asian J. Acc. Gov. 9, 123–132 (2018)

Galitsky, B.: A content management system for chatbots. Developing Enterprise Chatbots, pp. 253–326. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-04299-8_9CrossRef

Gao, J., van Zelst, S.J., Lu, X., van der Aalst, W.M.P.: Automated robotic process automation: a self-learning approach. In: Panetto, H., Debruyne, C., Hepp, M., Lewis, D., Ardagna, C.A., Meersman, R. (eds.) OTM 2019. LNCS, vol. 11877, pp. 95–112. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-33246-4_6CrossRef

Heo, M., et al.: Chatbot as a new business communication tool: the case of naver talktalk. Bus. Commun. Res. Pract. 1(1), 41–45 (2018)CrossRef

10.

Houy, C., Hamberg, M., Fettke, P.: Robotic process automation in public administrations. In: Digitalisierung von Staat und Verwaltung (2019)

11.

Huang, T.H., Chang, J.C., Bigham, J.P.: Evorus: a crowd-powered conversational assistant built to automate itself over time. In: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, pp. 1–13 (2018)

12.

Jakob, M., Krcmar, H.: Which barriers hinder a successful digital transformation in small and medium-sized municipalities in a federal system? In: Central and Eastern European eDem and eGov Days, pp. 141–150 (2018)

13.

Jan, S.T., Ishakian, V., Muthusamy, V.: AI trust in business processes: the need for process-aware explanations. In: IAAI 2020 (2020)

14.

Kalia, A.K., Telang, P.R., Xiao, J., Vukovic, M.: Quark: a methodology to transform people-driven processes to chatbot services. In: Maximilien, M., Vallecillo, A., Wang, J., Oriol, M. (eds.) ICSOC 2017. LNCS, vol. 10601, pp. 53–61. Springer, Cham (2017). https://doi.org/10.1007/978-3-319-69035-3_4CrossRef

15.

Lacity, M., Willcocks, L.P., Craig, A.: Robotic process automation: mature capabilities in the energy sector. Technical report (2015)

16.

Leopold, H., van der Aa, H., Reijers, H.A.: Identifying candidate tasks for robotic process automation in textual process descriptions. In: Gulden, J., Reinhartz-Berger, I., Schmidt, R., Guerreiro, S., Guédria, W., Bera, P. (eds.) BPMDS/EMMSAD -2018. LNBIP, vol. 318, pp. 67–81. Springer, Cham (2018). https://doi.org/10.1007/978-3-319-91704-7_5CrossRef

17.

Marrella, A.: What automated planning can do for business process management. In: Teniente, E., Weidlich, M. (eds.) BPM 2017. LNBIP, vol. 308, pp. 7–19. Springer, Cham (2018). https://doi.org/10.1007/978-3-319-74030-0_1CrossRef

18.

Matthies, C., Dobrigkeit, F., Hesse, G.: An additional set of (automated) eyes: chatbots for agile retrospectives. In: Proceedings of the 1st International Workshop on Bots in Software Engineering, pp. 34–37. IEEE Press (2019)

19.

Moffitt, K.C., Rozario, A.M., Vasarhelyi, M.A.: Robotic process automation for auditing. J. Emerg. Technol. Account. 15(1), 1–10 (2018)CrossRef

20.

Muise, C., et al.: Planning for goal-oriented dialogue systems. arXiv preprint arXiv:1910.08137 (2019)

21.

Muthusamy, V., Slominski, A., Ishakian, V.: Towards enterprise-ready AI deployments minimizing the risk of consuming AI models in business applications. In: 2018 First International Conference on Artificial Intelligence for Industries (AI4I), pp. 108–109. IEEE (2018)

22.

Papageorgiou, D.: Transforming the HR function through robotic process automation. Benefits Q. 34(2), 27–30 (2018)

23.

Rizk, Y., et al.: A unified conversational assistant framework for business process automation. In: AAAI IPA (2020)

24.

Rizk, Y., Isahagian, V., Unuvar, M., Khazaeni, Y.: A snooze-less user-aware notification system for proactive conversational agents. In: Intelligent User Interfaces Workshop on User-Aware Conversational Agents (2020)

25.

Rosemann, M.: Trust-aware process design. In: Hildebrandt, T., van Dongen, B.F., Röglinger, M., Mendling, J. (eds.) BPM 2019. LNCS, vol. 11675, pp. 305–321. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-26619-6_20CrossRef

26.

Seeliger, A., Sánchez Guinea, A., Nolle, T., Mühlhäuser, M.: ProcessExplorer: intelligent process mining guidance. In: Hildebrandt, T., van Dongen, B.F., Röglinger, M., Mendling, J. (eds.) BPM 2019. LNCS, vol. 11675, pp. 216–231. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-26619-6_15CrossRef

27.

Sen, J., et al.: Natural language querying of complex business intelligence queries. In: Proceedings of the 2019 International Conference on Management of Data, pp. 1997–2000. ACM (2019)

28.

Stople, A., Steinsund, H., Iden, J., Bygstad, B.: Lightweight it and the it function: experiences from robotic process automation in a Norwegian bank. Bibsys Open J. Syst. 25(1) (2017)

29.

Tello, G., Gianini, G., Mizouni, R., Damiani, E.: Machine learning-based framework for log-lifting in business process mining applications. In: Hildebrandt, T., van Dongen, B.F., Röglinger, M., Mendling, J. (eds.) BPM 2019. LNCS, vol. 11675, pp. 232–249. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-26619-6_16CrossRef

30.

Upadhyay, S., Agarwal, M., Bounneffouf, D., Khazaeni, Y.: A bandit approach to posterior dialog orchestration under a budget. In: NeurIPS Conversational AI Workshop (2019)

31.

Weske, M.: Business Process Management (2012)

32.

Wróblewska, A., Stanisławek, T., Prus-Zajączkowski, B., Garncarek, Ł.: Robotic process automation of unstructured data with machine learning. Ann. Comput. Sci. Inf. Syst. 16, 9–16 (2018)

33.

Wurm, B., Goel, K., Bandara, W., Rosemann, M.: Design patterns for business process individualization. In: Hildebrandt, T., van Dongen, B.F., Röglinger, M., Mendling, J. (eds.) BPM 2019. LNCS, vol. 11675, pp. 370–385. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-26619-6_24CrossRef

34.

Yurochkin, M., Upadhyay, S., Bouneffouf, D., Agarwal, M., Khazaeni, Y.: Online semi-supervised learning with bandit feedback. In: LLD Workshop at ICLR (2019)

Titel: A Conversational Digital Assistant for Intelligent Process Automation
verfasst von: Yara Rizk
Vatche Isahagian
Scott Boag
Yasaman Khazaeni
Merve Unuvar
Vinod Muthusamy
Rania Khalaf
Verlag: Springer International Publishing
Buch: Business Process Management: Blockchain and Robotic Process Automation Forum
Print ISBN: 978-3-030-58778-9

Electronic ISBN: 978-3-030-58779-6

Copyright-Jahr: 2020
DOI: https://doi.org/10.1007/978-3-030-58779-6_6

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Technik"

Springer Professional "Wirtschaft"

Premium Partner