Automated transaction management system and method

• US 20020138449A1
• Filed: 03/22/2001
• Published: 09/26/2002
• Est. Priority Date: 03/22/2001
• Status: Active Grant

• Current Assignee: Versata Incorporated (ESW Capital, LLC)
• Original Assignee: Clear Technology Incorporated
• Inventors: Phillips, Chris, Kendall, John
• Granted Patent: US 6,862,573 B2
• Time in Patent Office: Days
• US Class Current: 705/75
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 20/401 Transaction verification

Abstract

An automated knowledge dependent transaction management system for processing both the front-end and back-end of a transaction is provided. The system contains hard-coded transaction management module to support the processing of deterministic manual work independent of the specific transactions. According to the invention, the hard-coded module is separated from the business logic that comprise the definition and configuration of the transaction specific data models, business rules and process steps which drive the manual work of human operators. Such separation of code and business logic allows any ordinary business administrator without any computer programming experience to quickly develop the business logic through a simple GUI. Further, any change in the business logic can be implemented quickly using the GUI by the ordinary administrator to accommodate changes in the business environment without relying on computer programmers.

Claims

1. An automated knowledge dependent transaction management system for processing customer transactions, the system comprising:

a storage device operable to store;

data of a customer transaction,

user-configurable business rule packages with each rule package having one or more business rules, each rule package having a deterministic outcome, at least some of the rule packages being associated with the data of the customer transaction, and

user-configurable business process steps with at least one process step being associated with a rule package and operable to execute a task based on the deterministic outcome of the associated rule package; and

a transaction management module operable to;

collect a next data element of the customer transaction that depends on the deterministic outcome of the rule package associated with the data already collected, and

process the customer transaction by executing the tasks of the process steps, a next process step to be executed being dependent on the execution result of a current business process step.

2. The system according to claim 1, further comprising a rule builder that displays a graphical representation of a business rule and allows a business administrator to graphically change the business rule without using any computer programming code.

3. The system according to claim 2 wherein the rule builder displays the plurality of rule packages in a tree structure.

4. The system according to claim 1, further comprising a process builder that displays a graphical representation of the process steps and allows a business administrator to graphically change the process steps without using any computer programming code.

5. The system according to claim 4 wherein the process builder displays the process steps in a flow chart format.

6. The system according to claim 1, further comprising:

an external mapping module operable to retrieve data resident on an external system which are requested by the transaction management module according to the outcomes of the rule packages or process steps.

7. The system according to claim 6 wherein the data stored in the storage device contains an external business portion that stores information regarding what data is to be passed to the external mapping module to retrieve the requested data resident on the external system.

8. The system according to claim 6 wherein the external mapping module receives the requested data resident on the external system in an XML format.

9. The system according to claim 1, further comprising:

a dynamic user interface module operable to dynamically change the display to guide either a data collector or the customer as to how to provide the data being collected, the dynamic change of the display being dependent on the outcomes of the rule packages or process steps.

10. The system according to claim 1 wherein the data of the customer transaction includes a case profile that defines the data to be collected to process the customer transaction.

11. The system according to claim 1 wherein each rule in the rule package is in the form of if-then logic.

12. The system according to claim 11 wherein the rule package is associated with a first data item and evaluation of the associated rule package determines whether another data item is required or optional.

13. The system according to claim 11 wherein the if portion of the rule in the rule package is capable of incorporating the outcome of another rule package.

14. The system according to claim 1 wherein each rule package includes a result set and a result set logic, and wherein the deterministic outcome is based on evaluation of the result set logic.

15. The system according to claim 14, wherein the rules are nested such that one rule includes a child business rule package to be evaluated.

16. The system according to claim 1 wherein the at least one process step includes one or more transitions to other process steps according to the evaluation of the rule package associated with the at least one process step.

17. The system according to claim 1 wherein the data, rule packages and process steps are stored in the storage device in an XML format.

19. The system according to claim 18 wherein the transaction management module collects a next data element of the customer transaction that depends on a deterministic outcome of the rule package associated with the data already collected.

20. The system according to claim 18 wherein the builder module displays a graphical representation of the rule packages and process steps for manipulation by the business administrator without using any computer programming code.

21. The system according to claim 18 wherein each rule package includes a result set and a result set logic, and wherein a deterministic outcome of the rule package is based on evaluation of the result set logic.

22. The system according to claim 18 wherein each of the some process steps includes one or more transitions to other process steps according to the evaluation of the rule package associated with the each process step.

24. The method according to claim 23 wherein the steps of collecting an item, evaluating a rule package and collecting the another item are repeated until all required items of data are collected.

18. An automated knowledge dependent transaction management system for processing customer transactions, the system comprising:

a storage device operable to store;

data of a customer transaction,

business rule packages with each rule package having one or more business rules, wherein at least some of the rule packages are associated with the customer transaction data, and

business process steps with at least some process steps being associated with the rule packages,

a builder module that allows a business administrator to graphically change the rule packages and process steps; and

a transaction management module operable to;

collect the customer transaction data according to the evaluation of the associated rule packages, and

execute the process steps, a next process step to be executed being dependent on evaluation of a current process step.

23. A method of processing a knowledge dependent customer transaction, comprising:

collecting an item of a customer transaction data;

evaluating a rule package associated with the collected data item, the rule package being graphically configurable by a business administrator, an outcome of the rule package specifying whether another item of data is required;

collecting the another item of the customer transaction data if the outcome of the evaluation specifies that the another item of data is required; and

executing process steps associated with the customer transaction, the execution result of a current business process step determining the next process step to be executed, the process steps being graphically configurable by the business administrator.