Flowable: High wealth customer engagement through chat-driven case and process
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The document discusses enhancing wealth customer engagement through chat-driven processes in financial institutions, emphasizing the shift from email to chat applications for customer interactions. It outlines the integration of AI and machine learning into conversation management, utilizing BPMN for structured processes within unstructured chats. Additionally, it highlights the architecture and components of the chat-driven case and process management platform, including various chat integrations and chatbot interactions.
Flowable: High wealth customer engagement through chat-driven case and process
- 1. High wealth customer engagement through chat-driven case and process Micha Kiener – CTO [email protected]
- 2. Financial Institutions We can’t reach our clients through email anymore!
- 3. New Channels How would processes look like when adding instant messaging as a new channel!
- 4. High Wealth Client wants to talk to their Relationship Manager using their chat app – a change address process needs to be executed Blend structured process in the unstructured chat all defined using BPMN Use AI and machine learning to augment the conversation behind the scenes Demo Scenario 4
- 5. Chat Engine Core Systems Case- and Business Process Management Platform FRONTEND Preferred Channel Banking Service 5
- 6. REST API Flowable Design Flowable Forms Chat Application BPMN Engine CMMN Engine DMN Engine Form Engine Content Engine Action Definition Engine Chat Integrations WhatsApp, WeChat… Template Engine Flowable Engage Architecture 6 Persistence Service Job Service Variable Service Task Service Identity Service Engine specific services Indexing Service Confidential IDM Admin Chat Engine
- 7. Case and process models describe chatbot interactions Define behaviours through BPM Introduce forms and flow with collaborative data filling Structured questionnaires Timer events trigger processes that start at a future time Tasks, Reminders and timed actions Natural language understanding and dialogue management based on trained models Conversational AI Chatbots augment the conversation 7
- 8. Model what interactions are available and appropriate at different stages CMMN as a Conversation Container Mix auto-start of processes and auto-create of tasks, or processes made available on demand Bring together processes and tasks Conversation as Case Management 8
- 9. Demo Time to take you on a customer journey 9