Workflow Sample: Auto Generation of the Answer Draft on Receiving a Contact

Contact from customers should be replied 'quickly' and 'accurately'.

There are many 'Contact Management System', but most of them do not support your original answering flow. The motivation of business flow improvement varies such as Improving quality, speed up, recurrence prevention. But if the system did not reflect your original creative Contact Reply flow, the 'Human Cost' will keep on increasing.
Suppose if there is a business rule that 'reviewing by technical staff is a must for the answer to inquiries about bug', it should be managed by 'Business Process Management system' rather than by 'Contact Management System'. The progress (bottleneck) can be overviewed on the Flow Chart, the instructions by the chief manager will speed up. (Moreover, flow expansion might happen that the receptionist would distribute queries manually according to who is good at.)

In the following Business Process definition, a Workflow from 'email inquiry' or 'inquiry via Web form' to 'reply email sending' is defined. Using this Workflow, you can record 'the Time of checked by senior staff' and 'Advice from other departments', as well as 'Sentences of the primary answer' or 'Sentences of final answer', as Business data in a bunch. It will be referred as knowledge, and it could be the basic data for the further improvement.

[Inquiry flow-Auto-set Reply]

In this Inquiry flow, 'Draft of answer' will be set soon after the inquiry.
That is, header information such as 'destination', received time, question sentence with redirect mark, and a template of answer will be set in 'reply email'. It is realized by automated processing called 'Script Task'.
In addition, automatic processing "Script Task" is written in JavaScript (ECMA script). It may be a quite important factor that it is written at the program level to be continuously maintained by the organization itself.

▽▽▽ Example of draft generating script ▽▽▽


var bodytextfirst = "\
\n\
\n\
Thank you for contacting us.\n\
\n\ We are sorry to have kept you waiting, but we are making confirmation\n\
 with related sections to make our answer accurate.ate.\n\
\n\
Please wait another while.\n\
\n\
\n\
-- \n\
───────────────────────────────────\n\
Customer Service\n\
Questetra, Inc.\n\
Email: support@questetra.com \n\
Tel: 075-205-5007 \n\
Web Contact http://www.questetra.com/ja/contact/ \n\
Facebook: http://www.facebook.com/Questetra \n\
───────────────────────────────────\n\
\n\
\n\
";

var bodytextfinal = "\
\n\
\n\
Thank you for contacting us.\n\
\n\
\n\
\n\
Best regards\n\
-- \n\
───────────────────────────────────\n\
Customer Service\n\
Questetra, Inc.\n\
Email: support@questetra.com \n\
Tel: 075-205-5007 \n\
Web Contact http://www.questetra.com/ja/contact/ \n\
Facebook: http://www.facebook.com/Questetra \n\
───────────────────────────────────\n\
\n\
\n\
";

var fromname = data.get("7"); // Data item[7: Last Name]
var starttime = data.get("19"); // Data item[19: Received Time]
var addr = data.get("11"); // Data item[11: Email Address]

var inq = data.get("12"); // Data item[12: Inquiry]
var inquiry = "";
inquiry = inquiry + inq + '\n';
var inquirywithmark = inquiry.replace(/(^.*$)/gm, "> "+"$1"); // quotation


var toaddr = addr;

// = Draft of [Primary Answer] =
retVal.put("27", toaddr); // To1
var res = "";
res = java.lang.String(  "Mr./Ms. " + fromname + bodytextfirst + starttime + addr + '\n' + inquirywithmark);
retVal.put("29", res); 

// = Draft of [Final Answer] =
retVal.put("34", toaddr); // To2
res = java.lang.String(  "Mr./Ms. " + fromname + bodytextfinal + starttime + addr + '\n' + inquirywithmark);
retVal.put("38", res);

[Inquiry flow-Auto-set Reply: '1. Check Query, Create Reply' screen]