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

• US 8,275,647 B2
• Filed: 12/27/2007
• Issued: 09/25/2012
• 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
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US11/965,608
• Publication Number:
  US 20090171729A1
• Time in Patent Office: 1,734 Days
• Field of Search: 379/67.1, 705/7.27, 705/37, 709/232, 717/101, 717/104, 717/106, 717/171, 718/103, 718/106, 719/315, 719/317
• US Class Current: 705/7.27
• 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. A computerized server executing software for assembling and executing a business process comprising:

a database accessible to the software for storing business process elements including components that define steps or portions of a business process and rules for execution of the elements;

a session path determination engine having access to the database providing business process elements to specified points in the assembled business process;

a workflow orchestration engine assembling the business process elements according to the rules; and

at least one media interface available to a process beneficiary;

characterized in that information known about and or provided by a process beneficiary, interacting with the media interface, is used by the session path determination engine to determine best session paths and business processes elements for interaction with the process beneficiary and the business process elements are dynamically incorporated by the workflow orchestration engine according to the rules causing assembly and execution of a new business process, the new process directing servicing of the process beneficiary, accordingly.

2. The server of claim 1, wherein the media interface enables communication with the process beneficiary via interactive voice response (IVR), email, instant messaging (IM), voice over IP (VoIP) and chat.

3. The server of claim 1, wherein the session path determination engine monitors interaction between the beneficiary and the business process and modifies or initiates assembly of a second business process based on the interaction.

4. A method for assembling and orchestrating a business process from a computerized server executing software comprising the steps:

(a) storing business process elements including components that define steps or portions of a business process and rules for execution of the elements in a database;

(b) interacting with a process beneficiary via a media interface and obtaining information about the beneficiary;

(c) determining, by a session path determination engine having access to the database, business process elements to specified points in the assembled business process based on the information obtained about the beneficiary;

(d) assembling the business process elements according to the rules by a workflow orchestration engine causing assembly and execution of a new business process, the new process directing servicing of the process beneficiary.

5. The method of claim 4, wherein the media interface enables communication with the process beneficiary via interactive voice response (IVR), email, instant messaging (IM), voice over IP (VoIP) and chat.

6. The method of claim 4 providing a further step for monitoring interaction between the beneficiary and the business process and modifies or initiates assembly of a second business process based on the interaction.