To ensure the AI functions correctly, we need to prepare accurate data.
1. Issue: The Heavy Burden of Updating Call Handler Lists
BizyBizy Corporation, a leading provider of office essentials like copiers and printers, has been actively enhancing its phone answering operations. They’ve adopted an answering service where operators handle calls to the main number, and the results are shared with the administrative department via email. Recently, BizyBizy further boosted efficiency by integrating an AI-powered system for automatic call assignee selection.
However, managing this AI system presents its own set of challenges. The AI relies on a pre-established “responder list” for its selections, but this list needs constant updates due to changes in staff because of new hires, departures, or transfers.
Maintaining this list has become a significant burden for the process owner. When updates are delayed, the AI can’t select the right person for calls, especially for unregistered employees. This means staff often have to manually handle calls to compensate for the AI’s selection errors, undermining the very efficiency the system was designed to achieve.
2. Solution: Automate List Updates Using Platform User Information
To tackle these challenges, the process owner integrated a system into the phone answering workflow that automatically generates the responder list based on the workflow platform’s user information.
This change ensures the responder list is always kept up-to-date.
Before
View details of the workflow diagram
x1. Acquire Email Content
When an email with the Phone Call label is received in Gmail, its content is read.
x2. Importance Determination by AI
The AI analyzes the email content to determine if it is a sales solicitation. The data item Judgment Result is set to “not important” if it’s a solicitation, and “important” otherwise.
x4. Responder Determination by AI
The AI analyzes the email content and selects a responder (email address) from a pre-prepared responder list.
x5. Set Responder
Based on the responder (email address) selected in the “x4. Responder Determination by AI” automated step, the processing handler for the “2. Record Response Outcome” step is set.
g1. AI Judgment Result
Depending on the value of the Judgment Result data item, the path is selected as follows:
- If “not important,” proceed to the “1. Determine Responder” step.
- If “important,” proceed to the email sending event (note*) “m1. Urgent Response Request.”
*Accurately referred to as [Message Sending Intermediate Event (Email)].
m1. Urgent Response Request
An email is sent to administrative department members and the responder determined in “x3. Responder Determination by AI,” prompting them to process the “2. Record Response Outcome” step.
1. Determine Responder
Administrative department members determine the “responder” based on the email content. At this point, the responder determined in “x4. Responder Determination by AI” is pre-filled.
2. Record Response Outcome
The responder confirms the email content and records how they handled the inquiry.
After
View details of the workflow diagram
x1. Acquire Email Content
When an email with the Phone Call label is received in Gmail, its content is read.
x2. Importance Determination by AI
The AI analyzes the email content to determine if it is a sales solicitation. The data item Judgment Result is set to “not important” if it’s a solicitation, and “important” otherwise.
x3. Acquire Responder List
User information registered in the workflow platform is acquired (Responder List).
x4. Responder Determination by AI
The AI analyzes the email content and selects a responder (email address) from the responder list acquired in “x3. Acquire Responder List.”
x5. Set Responder
Based on the responder (email address) selected in the “x4. Responder Determination by AI” automated step, the processing handler for the “2. Record Response Outcome” step is set.
g1. AI Judgment Result
Depending on the value of the Judgment Result data item, the path is selected as follows:
- If “not important,” proceed to the “1. Determine Responder” step.
- If “important,” proceed to the email sending event (note*) “m1. Urgent Response Request.”
*Accurately referred to as [Message Sending Intermediate Event (Email)].
m1. Urgent Response Request
An email is sent to administrative department members and the responder determined in “x4. Responder Determination by AI,” prompting them to process the “2. Record Response Outcome” step.
1. Determine Responder
Administrative department members determine the “responder” based on the email content. At this point, the responder determined in “x4. Responder Determination by AI” is pre-filled.
2. Record Response Outcome
The responder confirms the email content and records how they handled the inquiry.
*This process improvement story is a work of fiction. Any resemblance to actual persons, organizations, or events is purely coincidental.
3. Benefits
Improved Accuracy
Because the responder list is always up-to-date, the AI can accurately select the appropriate responder. This prevents human error and manual mistakes, enabling precise task execution.
Expedited Customer Response
With the immediate selection of the correct responder, the speed of customer service improves. This leads to higher customer satisfaction and strengthens trust.
Cost Reduction
By reducing the labor and time spent on manual update tasks, personnel and operational costs are lowered. As a result, corporate profitability improves.
4. Other Business Applications
The mechanism of utilizing user information registered in a workflow platform can be applied to the following types of operations:
Information Security Training
- After the training manager determines the training content and schedule, a mechanism can be built where users registered in the workflow platform (which can be limited to specific departments) are automatically assigned as handlers for the “Result Report” step.
- This streamlines the management of training progress and prevents coordination errors among responsible parties.
Year-End Tax Adjustment
- After the administrative department sets the year-end tax adjustment schedule, a mechanism can be built where users on the workflow platform are automatically assigned as handlers for the “Document Submission” step.
- This mechanism facilitates the dissemination of submission deadlines and the tracking of progress, leading to increased operational efficiency.
Event Planning
- After the content and schedule of internal events are determined, a mechanism can be built where users registered in the workflow platform (limited to specific departments if necessary) are assigned as handlers for the “Participation Confirmation” step.
- This enables quick and reliable confirmation of participation, contributing to the smooth operation of events.