MINIMIZING UNDESIRABLE USER RESPONSES IN AUTOMATED BUSINESS PROCESSES

• US 20150339611A1
• Filed: 05/21/2014
• Published: 11/26/2015
• Est. Priority Date: 05/21/2014
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Byron, Donna K., Chang, Duke, Pikovsky, Alexander, Winkler, Timothy
• Application Number:
  US14/283,643
• Publication Number:
  US 20150339611A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work

Abstract

A system, and computer program product for minimizing undesirable user responses in automated business processes design are provided in the illustrative embodiments. A user response is identified in an interaction between a user and an automated business process. Using sentiment analysis, a determination is made that the user response comprises an undesirable response based on an undesirable emotional state of the user. A modification is selected, wherein the modification causes a change in the interaction to minimize the undesirable response. The modification is applied to the automated business process to cause the change in a future portion of the interaction.

Claims

1-10. -10. (canceled)

11. A computer usable program product comprising a computer usable storage device including computer usable code for minimizing undesirable user responses in automated business processes, the computer usable code comprising:

computer usable code for identifying, using a processor and a memory, a user response in an interaction between a user and an automated business process;

computer usable code for determining, using sentiment analysis, that the user response comprises an undesirable response based on an undesirable emotional state of the user;

computer usable code for selecting a modification, wherein the modification causes a change in the interaction to minimize the undesirable response; and

computer usable code for applying the modification to the automated business process to cause the change in a future portion of the interaction.

12. The computer usable program product of claim 11, wherein the computer usable code for minimizing the undesirable response comprises computer usable code for minimizing an effect of the undesirable response on a business objective of the automated business process.

13. The computer usable program product of claim 11, further comprising:

computer usable code for causing the modification in the automated business process such that a future user response in a future interaction between a second user and the automated business process is not of a type of the undesirable response.

14. The computer usable program product of claim 11, wherein the modification in the future portion comprises including a human actor in the future portion.

15. The computer usable program product of claim 11, wherein the interaction is at a first state at a time of the identifying the user response, and wherein the user response is likely to occur at a second state in the future portion of the interaction.

16. The computer usable program product of claim 15, wherein the computer usable code for applying causes a workflow change such that the second state is modified to a third state in the future portion.

17. The computer usable program product of claim 11, wherein the interaction is part of a corpus stored in a repository, and wherein the corpus comprises a combination of textual data, verbal communication data, and system interaction data.

18. The computer usable program product of claim 11, wherein the computer usable code is stored in a computer readable storage medium in a data processing system, and wherein the computer usable code is transferred over a network from a remote data processing system.

19. The computer usable program product of claim 11, wherein the computer usable code is stored in a computer readable storage medium in a server data processing system, and wherein the computer usable code is downloaded over a network to a remote data processing system for use in a computer readable storage medium associated with the remote data processing system.

20. A data processing system for minimizing undesirable user responses in automated business processes, the data processing system comprising:

a storage device including a storage medium, wherein the storage device stores computer usable program code; and

a processor, wherein the processor executes the computer usable program code, and wherein the computer usable program code comprises;

computer usable code for identifying, using a processor and a memory, a user response in an interaction between a user and an automated business process;

computer usable code for determining, using sentiment analysis, that the user response comprises an undesirable response based on an undesirable emotional state of the user;

computer usable code for selecting a modification, wherein the modification causes a change in the interaction to minimize the undesirable response; and

computer usable code for applying the modification to the automated business process to cause the change in a future portion of the interaction.