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Intelligent Processing
This presentation is based on a solution that has been implemented and augmented with additional
research.
The challenge we have with process models and implementation is that they try to emulate and control
physical work. If we spend a great effort in creating optimised processes, surely it should do more than
just replace repetitive work? On the other hand, can processes incorporate artificial intelligence to do work
better than people?
This discussion will focus on how we can use artificial intelligence concepts and everyday working
principles to enable process solutions to cater for the predictable and unpredictable. I will touch on topics
such as cognitive process management and self-optimising processes. This is based on a solution that has
been implemented and augmented with additional research.
Develop more intelligent processes
Better understanding of how people interact with processes
What does AI in process mean?
Measuring decision points and outcomes: we were measuring:
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Customer choice
Process selection
Solution was driven by
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Known
Not yet know, but chosen frequently and acceptable
Unknown; but a good choice
Unknown; should we go there?
1. While user is using process, they make notes. User suggest changes to process, which goes to
change approvers. They validate change request and apply it to the process, or file for further
improvement opportunities (which may be rejected).
2. Process measures indicate a spike in process triggers. A standard (automated) process to deal with
these spikes is implemented to minimise disruptions of spikes.
3. Real-time execution of incoming requests dictate allocation of work to assignees, distribution of
work to work groups, settling of highs and lows among multi-disciplined workgroups, tracking of
service targets depended on the service, not the workgroup or request type or requestor.
4. Performance and customer feedback determine optimisation of process and not internal measured
service targets or KPIs.
The process is improved based on customer selection – drop down – customer selects
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If customer selects “price”, then process is optimised for price.
If customer selects “delivery time”, then process is optimised for delivery time.
If customer selects “other”, this is investigated to broaden drop-down selection.
This can be tailored by customer.
The flipside of the “service” is the cost / time / quality
o You can have it in 2 days, but it will cost you so much and we do not include these.
o You can have all the added benefits, but it will take 2 weeks and the cost will be so much.
o You can have the cheapest price, but wait 3 weeks and all is guaranteed.
So customer selects
o Price
o Quantity
o Benefits
o Time
o Services required
o … and the price adapts