Method for Assembling a Business Process and for Orchestrating the Process Based on Process Beneficiary Information

• US 20130022179A1
• Filed: 09/24/2012
• Published: 01/24/2013
• 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, Mezhibovsky, Vladimir, Galvin, Brian
• Granted Patent: US 9,082,109 B2
• Time in Patent Office: Days
• US Class Current: 379/88.01
• 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 system comprising:

a network-connected server presenting to an initiator of an action a structured set of choices, the initiator'"'"'s choice at each step leading to another choice or to a point of service; and

a function of the network-connected server accessing information about the initiator of the action, and altering the structured set of choices to benefit the initiator.

2. The system of claim 1 wherein the initiator'"'"'s choice at each step is considered by the system as behavior to alter the set of choices.

3. The system of claim 1 wherein the action is a statement in voice call and the system is an Interactive Voice Response (IVR) system wherein the structured set of choices are choices presented by the system as voice prompts.

4. The system of claim 3 wherein the point of service is routing the transaction to a live agent.

5. The system of claim 1 wherein the structured set of choices is a menu system presented on a web page to the initiator.

6. The system of claim 1 wherein the structured set of choices is a plurality of links in a web page, each link leading to a different destination.

7. The system of claim 1 wherein the point of service is an interactive source of information or an interactive service facilitating a purchase.

8. The system of claim 1 wherein the initiator is enabled to provide a prearranged code, word or phrase, and the system in response takes the initiator directly to a final point of service.

9. A method for guiding an initiator of an action, comprising steps of:

(a) presenting by a network-connected server a structured set of choices to the initiator of the action, the initiator'"'"'s choice at each step leading to another choice or to a point of service;

(b) accessing information about the initiator of the transaction; and

(c) altering the structured set of choices to benefit the initiator.

10. The method of claim 9 wherein the initiator'"'"'s choice at each step is considered by the system as behavior to alter the set of choices.

11. The method of claim 9 wherein the action is a statement in a voice call and the system is an Interactive Voice Response (IVR) system wherein the structured set of choices are choices presented by the system as voice prompts.

12. The method of claim 11 wherein the point of service is routing the transaction to a live agent.

13. The method of claim 9 wherein the structured set of choices is a menu system presented on a web page to the initiator.

14. The method of claim 9 wherein the structured set of choices is a plurality of links in a web page, each link leading to a different destination.

15. The method of claim 14 wherein the point of service is an interactive source of information or an interactive service facilitating a purchase.

16. The method of claim 9 wherein the initiator is enabled to provide a prearranged code, word or phrase, and the system in response takes the initiator directly to a final point of service.