1. Issue: Increased Supervisor Workload Due to Assignee Changes

A BPO service company that handles the operation of online consultation desks. Thirty staff members receive consultation requests from applicants via a web form.

To prevent an uneven distribution of workload, the assignment of operators is automatically handled by AI based on predefined rules. However, when scheduling conflicts or specific nomination requests overlapped, double booking sometimes occurred, resulting in one operator being assigned multiple consultations in the same time slot.

In these situations, a supervisor with administrative privileges manually reassigned the task to a different operator. This placed a significant burden on the administrators and was a contributing factor to processing delays.

2. Solution: On-site Reassignment by Operators

The process owner revised the workflow so that the assigned operator could change the assignee themselves.

Specifically, a loopback path was introduced, leading from the Human Task “Edit Notification Text” back to the same step. This allowed the assigned operator to reassign tasks to other operators themselves when facing difficulty in handling a request due to a double booking or similar issue.

This mechanism eliminated the need for the supervisor to intervene every time an assignment change was necessary.

Decentralizing assignee swaps empowers front-line staff and removes the administrative bottleneck of manual reassignments.

3. Customers Case Study

4. Other Business Applications

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