Method for assembling a business process and for orchestrating the process based on process beneficiary information

• US 10,171,655 B2
• Filed: 07/10/2015
• Issued: 01/01/2019
• Est. Priority Date: 12/27/2007
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Anisimov, Nikolay A., Mezhibovsky, Vladimir, Galvin, Brian
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US14/797,037
• Publication Number:
  US 20150319302A1
• Time in Patent Office: 1,271 Days
• Field of Search: 379 8801, 37921102, 37926501, 37926509, 379 8816, 379188, 4554141, 705304, 705 727, 705 37, 705 40, 705 64, 706 47, 707708, 715 727, 715205, 717171, 718103, 709227
• CPC Class Codes: G06F 16/9558 Details of hyperlinks; Management of linked annotations
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

A system for assembling a business process or a portion thereof includes a rules base containing executable rules and defined business process elements, a workflow orchestration engine, and at least one interface available to a process beneficiary. Information known about and or provided by a process beneficiary interacting with the at least one interface is used to execute one or more of the rules causing assembly of a new business process or a portion thereof according to workflow orchestration rules the new or modified process directing servicing of the process beneficiary accordingly.

Claims

1. An action-response method comprising:

receiving, by a processor, a selection of a choice from a set of choices provided to an initiator of an action, wherein the selection of the choice is provided via a media interface coupled to the processor;

identifying, by the processor, a rule based on the selection, wherein the rule identifies a first process to be invoked;

dynamically assembling, by the processor, a first process element for the first process based on the identified rule, wherein the dynamically assembling includes selecting the first process element from a repository, and inserting the first process element into a hierarchy of process elements;

executing, by the processor, the first process in response to the dynamically assembling, wherein the executing of the first process includes invoking the media interface for interacting with the initiator;

monitoring, by the processor, execution of the first process;

outputting, by the processor, a result of the monitoring;

during execution of the first process, identifying, by the processor, a second process element based on the result of the monitoring;

dynamically modifying, by the processor, the first process by adding the second process element into the first process or replacing the first process element with the second process element; and

executing, by the processor, the modified first process, wherein the modified first process invokes an action different than an action invoked by the first process prior to the modifying, wherein the executing of the modified first process includes invoking the media interface for interacting with the initiator.

2. The method of claim 1, wherein dynamically assembling the first process element further includes:

identifying, by the processor, an assembly order for the first process element; and

assembling, by the processor, the first process element according to the assembly order.

3. The method of claim 1, wherein the set of choices are provided by an interactive voice response system.

4. The method of claim 1 further comprising dynamically assembling, during execution of the first process, a second process, wherein the second process is executed as a sub-process of the modified first process.

5. The method of claim 4, wherein the second process is executed concurrently with the modified first process.

6. The method of claim 4, wherein the second process is executed in lieu of the modified first process.

7. The method of claim 1, wherein an action invoked by the second process element is presentation of one or more prompts to the initiator.

8. The method of claim 1, wherein an action invoked by the second process element is establishing interaction between the initiator and a business process resource.

9. The method of claim 8, wherein the business process resource is a contact center agent, and the interaction is a voice call between the initiator and the contact center agent.

10. An action-response system comprising:

a media interface;

a processor coupled to the media interface; and

a memory including instructions which, when executed by the processor, cause the processor to;

receive a selection of a choice from a set of choices provided to an initiator of an action, wherein the selection of the choice is provided via the media interface;

identify a rule based on the selection, wherein the rule identifies a first process to be invoked;

dynamically assemble a first process element for the first process based on the identified rule, wherein the instructions that cause the processor to dynamically assemble include instructions that cause the processor to select the first process element from a repository, and insert the first process element into a hierarchy of process elements;

execute the first process in response to the dynamically assembling, wherein the instructions that cause the processor to execute the first process include instructions that cause the processor to invoke the media interface for interacting with the initiator;

monitor execution of the first process,

output a result of the monitoring,

during execution of the first process, identify a second process element based on the result of the monitoring,

dynamically modify first process by adding the second process element into the first process or replacing the first process element with the second process element; and

execute the modified first process, wherein the modified first process invokes an action different than an action invoked by the first process prior to the modifying, wherein the executing of the modified first process includes invoking the media interface for interacting with the initiator.

11. The system of claim 10, wherein the instructions that cause the processor to dynamically assemble the first process element also include instructions that cause the processor to:

Identify an assembly order for the first process element, and

assemble the first process element according to the assembly order.

12. The system of claim 10, wherein the set of choices are provided by an interactive voice response system.

13. The system of claim 10, wherein the instructions further cause the processor to dynamically assemble, during execution of the first process, a second process, wherein the second process is executed as a sub-process of the modified first process.

14. The system of claim 13, wherein the second process is executed concurrently with the modified first process.

15. The system of claim 13, wherein the second process is executed in lieu of the modified first process.

16. The system of claim 10, wherein the action invoked by the second process element is presentation of one or more prompts to the initiator.

17. The system of claim 10, wherein the action invoked by the second process element is establishing interaction between the initiator and a business process resource.

18. The system of claim 17, wherein the business process resource is a contact center agent, and the interaction is a voice call between the initiator and the contact center agent.