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Chatbot integration with BPM: Operations Management for Business Processes

Igor Luzhanskiy

Igor Luzhanskiy

February 19, 2019

Operations Management in Which People Use Various Methods to Discover, Model, Analyze, Measure, Improve, Optimize, and Automate Business Processes.

Business process management is the new solution to discover, model, analyze, measure and improve business flow. Everyone knows that a system provides automation of profits management, helps plan company budgets and financial reports.

Recently, chatbot and RPA (Robotic Process Automation) came on everybody’s A-list and a part of adherents claims that chatbots will replace BPM system soon. The reason is quick implementation and adaptation. Will chatbots or RPA replace BPM or can they integrate and successfully work in tandem?

A lot of people who are involved in the digital sector say that at first RPA provides automatization of low-level tasks and then will complete tasks like an executor. Chatbots are a great solution for businesses because of quick access, using everywhere you need (just take your phone out of the jacket pocket), automating repeated simple tasks and get profit.

What is the common ground for chatbots and BPM? Actually, both technologies are important together.

 

Chatbots integrate with BPM through an API. It isn’t a complex solution that allows the following:

  • Conversation content is kept in the dialog
  • BPM show tasks that should be completed.

 

Of course, BPM-online platform for process automation allows for creating own chatbot and personalize it for your business. However, the usual platforms are still more convenient for chatbot building.

The perfect fit is the following triangle with elements that constitute a great working business process:

Working business process flow
Working business process flow

 

So, take a look at the common integration patterns:

A bot passes the information from BPM to a customer via Messenger

The first one is the process of inventory items transferring. Let’s consider for inventorying laptops. It includes the following steps:

  • Scanning QR code on the item (laptop);
  • The system chooses the appropriate staff to pass the task;
  • The employee sends a notification with task confirmation;
  • The employee sends a notification when the task is completed.

 

The BPM system holds the integration with a corporate system of item transferring. In the meantime, the chatbot provides engagement between staff via Messenger.

A bot starts the processing in the BPM system

This is the typical pattern before chatbot has integrated with BPM system. Client calls to the support team to resolve the issue. Operator fills the form according to the client’s complaints during the call. After that, the operator sends a request to the BPM system that continues to handle the process.

After integration, the chatbot with the BPM system there no need to communicate with the support team. A customer fills the form in Messenger according to examples that chatbot provides. The bot is connected with a database of the BPM system. When the bot has enough information regarding the issue (the form is completely filled), the process in the BPM system has started. After data processing in BPM chatbot send to customer information about the status of the issue via Messenger.

 

So, as can be seen, the solution of non-voice communication for business process automation in large companies seems to be relevant. Let’s see how the tandem of bots and BPM will evolve…

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