Classifications

• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04M—TELEPHONIC COMMUNICATION
  • H04M3/00—Automatic or semi-automatic exchanges
  • H04M3/42—Systems providing special services or facilities to subscribers
  • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
  • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• • G—PHYSICS
  • G06—COMPUTING OR CALCULATING; COUNTING
  • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
  • G06Q10/00—Administration; Management

Definitions

• the present invention is enclosed in the technical computer science area, in particularly applying the graph theory, through the use of a directed graph ( digraph) in the definition of workflow models .
• the present invention results from the necessity to model any type of j ourney - a j ourney can be characteri zed by a workflow model where it ' s described how the user will perform certain operations by using sequences of user interactions across multiple channels and requesting the execution of tasks - through a given set of channels , being this invention for this reason enclosed also to the Communication Platforms area .
• DSPs digital signal processors
• the workflow management systems can be characteri zed by the wide range of unique features and capabilities of modelling languages , conj ugated with the lack of appropriate standards , di f ferent concepts and paradigms and high cost , explains why choose a workflow management system for low code environments is sometimes a very di f ficult task .
• a workflow model can be performed by the definition of activities (represented by the nodes of a directed graph) and transitions ( represented by the edges of a directed graph) , in another words , a workflow model is composed of a number of tasks that are connected thus being able the workflow model be represented by a directed graph .
• the directed graph has numerous scienti fic and computational applications , from biology ( evolution, family trees , epidemiology) , sociology ( citation networks) , business (process definition) to computation (scheduling) .
• the challenge that the present invention tries to solve is related to the modeling any kind of personalized user journey in multiple channels, in which by the very nature of user interactions and how the tasks will be executed requires the use of adaptive workflow models in runtime.
• the problem that need to be answered can be characterized by the follow questions that the invention tries to address: 1) how to model any kind of user journey (workflow model) ?, 2) how to support a personalized workflow model, 3) how to ensure that exist separation between the channels heterogeneity and respective protocols from the execution of the journey / desired model?, 4) how to ensure that a workflow model itself can run in asynchronous way?.
• the present invention aims to overcome such issues by developing an approach based on digraphs to use adaptive workflow models in runtime.
• the present invention provides a method to model the user's journey personalized behavior, with user interactions that may use different channels in a user engagement context, where modeling the journey behavior define all the information necessary to describe its behavior and allow a workflow engine to be able to correctly execute the journey.
• journey data model represents a data structure to be used to define the user's journey personalized behavior in the low code workflow engine.
• the first part of the method developed is related with the way the user's journey behavior can be described using patterns that represents generic workflow constructs used in the control-flow perspective of workflow engines.
• the second part of the method developed is related with the creation of a journey data model, which represents the data structure used to define the user's journey personalized behavior in the low code workflow engine.
• FIG. 3 Illustration of the Journey Data Model with the different information elements.
• Figure 4 Example of a journey for a IVR menu.
• the present invention provides a method to model the user's journey personalized behavior, with user interactions that may use different channels in a user engagement context, where modeling the journey behavior define all the information necessary to describe its behavior and allow a workflow engine to be able to correctly execute the journey. It is proposed a method based on two parts with the purpose to create a j ourney data model , which represents a data structure to be used to define the user ' s j ourney personali zed behavior in the low code workflow engine .
• the first part of the method developed is related with the way the user ' s j ourney behavior can be described using patterns that represents generic workflow constructs used in the control-flow perspective of workflow engines .
• Control Flow patterns are used to describe the set of activities that composes a business process and the way in which the thread of execution is routed between them . This encompasses the descriptions of the activities and how they are available and the description how execution is routed between these activities .
• the list of the eligible workflow patterns to be implemented by the low code workflow management is the following :
• the second part o f the method developed is related with the creation of a j ourney data model , which represents the data structure used to define the user ' s j ourney personali zed behavior in the low code workflow engine .
• a journey is a mesh of interconnected activities where the completion of an activity, belonging to a sequence of activities in the journey, allows the start of the next activity in the sequence, by transferring the thread of control to the next task.
• a journey (101) can be defined as a task-based workflow model that consists of a collection of tasks (102) that are related to each other by its execution sequence and respective constraints, where the workflow engine (100) will invoke (107) work items (104) on channels (103) or applications (105) , through the associated tasks (102) , being the execution of the work items (104) guided by the journey instance (101) information which is collected by the upload (108) of the corresponding journey data model (106) configuration.
• a personalized journey (101) as a default workflow model which incorporates numerous variations that adapt to individual customers and also over which in runtime the workflow engine is able to perform dynamic alterations to change the original behavior according to the intended personalization.
• the journey workflow model (101) is centered on a description of the control-flow aspects of the user journey which can be represented in the form of a directed graph (digraph) , in which the tasks (102) are nodes, which describe the individual work activities that comprise the journey, are connected by directed arcs indicating the various execution paths available in the user journey.
• a digraph can be the foundation for the workflow model of a journey to describe the behavior of the user journey.
• the digraph representation is also able to attend the requirements to support personalized user journeys because is easy to incorporate numerous variations that adapt to individual users: 1) through the addition/removing of arcs, changes in condition rules and properties of the tasks; 2) through the addition/removing nodes.
• a task (200) is an abstraction of an activity that contains the following elements: task properties (201) , to characterize how and where the task is executed; incoming control (202) , to merge multiple branches, with incoming transitions (203) , into a single branch; outgoing control (204) , to split a single branch, with outgoing transitions (205) , into multiple branches; recursive control (206) , to a task repeats its last invocation; and trigger control (207) to process triggers (208) in the task.
• task properties (201) to characterize how and where the task is executed
• incoming control (202) to merge multiple branches, with incoming transitions (203) , into a single branch
• outgoing control (204) to split a single branch, with outgoing transitions (205) , into multiple branches
• recursive control (206) to a task repeats its last invocation
• trigger control (207) to process triggers (208) in the task.
• the journey data model is a formal data structure that will be used to define a journey behavior according to the workflow management capabilities provided by the workflow engine.
• the journey data model is represented in Figure 3 and is composed of two main entities types: the journey entity and the task entity.
• the journey entity defines the elements that make up a user journey:
• journey parameters list of parameters that characterizes the journey type and may be used by tasks or to control journey execution like the journey validity to use it and the maximum duration to complete the journey;
• the task entity defines the elements used to implement a journey's behavior:
• task mode - define the task execution mode
• task timeout - define the time limit for the task completion; resource identi fy who perform the task activity;
• outgoing control - define the behavior to route the thread of control for the outgoing transitions .
• the task flow element is used to define the task role on the j ourney tasks sequential flow execution :
• the task mode element is used define the task type and therefore the mode as the task executes :
• the task timeout element ( ) is used to limit the time waiting for a task completion and has the following information :
• the resource element ( ) is used to identi fy who will perform the task work and has the following information :
• resource type - used to typi fy the resource ex : channelweb, application, etc ) ;
• resource return attributes - used to speci fy the attributes passed in the return of the task completion in the resource .
• the l oop element is used to control a task execution sequence and has the following information :
• the Recursi ve Control element is used to implement the recursion behavior in the task and has the following information :
• the Trigger Control element is used to identi fy the trigger content and the task behavior, and has the following information :
• trigger message - used to speci fy the trigger' s message and attributes ;
• trigger condition - defines the condition to activate the task .
• the Incoming Control element is used to define the behavior on incoming transitions and has the fol lowing information :
• control type - indicates the type of synchroni zation; o SEQUENCE - a single incoming transition with immediate task execution; o AND - merge all incoming transitions to synchroni ze all ; o XOR - merge of all incoming transitions to synchroni ze j ust one transition; • list incoming transitions - origin task identi bomb used to define the incoming transitions .
• the Outgoing Control element is used to define the routing behavior on outgoing transitions and has the following information :
• control type - indicates the type of synchronization
• o SEQUENCE - a single outgoing transition with immediate trans fer of the thread of control
• control-flow which identifies the journey activities and how its execution is routed between these activities
• resources - identifies the channels and applications that carry out the journey and their interfaces; ii. characterize the journey activities execution routing in terms of the workflow patterns supported by the workflow engine; iii. model the journey behavior according to the journey data model representation; iv. define the entire journey by filling the journey data model information structure.
• IVR channel As one the journey's resources which provide several services (ACCEPT_CALL, PLAYANNOUNCEMENT J1OMPOS I TE, IVR_MENU) that can be invoked to control voice calls and can send signals (INCOMING CALL - event signaling reporting a new call, CALL_D IS CONNECT - event signaling reporting the end of the call) to report specific conditions about the voice call.
• ACCEPT_CALL PLAYANNOUNCEMENT J1OMPOS I TE
• IVR_MENU IVR_MENU
• the IVR channel when receive the indication of a new call will request the creation of a new journey with the objective to perform some initial validations and when the signal INCOMING CALL arrives it must be performed an acceptance to the call (invocation of ACCEPT CALL service) , after the service confirms the call establishment (ACCEPT_CALL_COMPLETED) it is requested to play an announcement (invocation of PLAYANNOUNCEMENTjCOMPOSITE service) . After the confirmation the announcement playing is complete it is requested to play the first level of the IVR menu (invocation of IVR_MENU service) and when the service IVR_MENU returns the digit pressed
• IVR_MENU_COMPLETED& & 1 it will be requested to play branch "1" at level 2 of the IVR menu (invocation of IVR_MENU service) and so on. It is considered that when is received the signal CALL_D IS CONNECT the journey must send a SMS.

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• 2021
  • 2021-12-23 PT PT117679A patent/PT117679A/pt unknown
• 2022
  • 2022-12-16 WO PCT/IB2022/062377 patent/WO2023119092A1/en not_active Ceased
  • 2022-12-16 EP EP22844575.5A patent/EP4454253A1/de active Pending

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