A new business process assistant: Based on real-time analysis of user live communications

摘要

Business Process Management (BPM) and context awareness are two big research subjects. The former aims to control and assist the user in achieving his business goal, while the later aims to enhance the user experience by providing the right information, at the right moment, to the right person...etc. In this paper, we believe that live communications are relevant source of information to both business process management solutions and context aware applications. Based on this assumption, we propose a functionality recommender component which analyzes live communications to recommend functionalities to the user, taking into account his business process and its state. We applied the solution to the customer relationship management (CRM) field. More specifically, we applied it to assists customer care operator while in communication with a client. In this paper, we detail the architecture and the current implementation; we summarize our feedback; and we highlight the remaining research challenges.