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

• US 9,082,109 B2
• Filed: 09/24/2012
• Issued: 07/14/2015
• 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:
  US13/625,566
• Publication Number:
  US 20130022179A1
• Time in Patent Office: 1,023 Days
• Field of Search: 379/88.01, 704/243, 705/7.18, 705/7.27, 705/5, 707/708, 713/182, 348/155, 370/241, 370/252, 340/438, 345/1.1, 700/59
• US Class Current: 1/1
• 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:

processor; and

memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to;

access information about an initiator of an action, wherein the information is selection of a choice from a set of choices provided to the initiator;

identify a rule based on the information, 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;

monitor execution of the first process;

output a result of the monitoring;

identify a second process element based on the result of the monitoring;

dynamically assemble the second process element into a second process; and

execute the second process, wherein the second process invokes an action different than an action invoked by the first process alone.

2. The system of claim 1, 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.

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

4. The system of claim 1, wherein the second process is executed as a sub-process of the first process.

5. The system of claim 1, wherein the second process is executed concurrently with the first process.

6. The system of claim 1, wherein the second process is executed in lieu of the first process.

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

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

9. The system 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 method comprising:

accessing, by a processor, information about an initiator of an action, wherein the information is selection of a choice from a set of choices provided to the initiator;

identifying, by the processor, a rule based on the information, 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;

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

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

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

dynamically assembling, by the processor, the second process element into a second process; and

executing, by the processor, the second process, wherein the second process invokes an action different than an action invoked by the first process alone.

11. The method of claim 10, wherein the 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.

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

13. The method of claim 10, wherein the second process is executed as a sub-process of the first process.

14. The method of claim 10, wherein the second process is executed concurrently with the first process.

15. The method of claim 10, wherein the second process is executed in lieu of the first process.

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

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

18. The method of claim 10, 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.