论文标题

业务流程自动化的统一会话助理框架

A Unified Conversational Assistant Framework for Business Process Automation

论文作者

Rizk, Yara, Bhandwalder, Abhishek, Boag, Scott, Chakraborti, Tathagata, Isahagian, Vatche, Khazaeni, Yasaman, Pollock, Falk, Unuvar, Merve

论文摘要

业务流程自动化是一个蓬勃发展的数十亿美元行业,有望通过引入自主代理来从工人的盘子中删除琐碎的任务,并释放他们的时间和大脑力量,以获得更具创造力和引人入胜的任务。但是,成功部署此类自主代理的重要组成部分是业务用户监视其性能并自定义执行的能力。为了增加银行,保险,零售和其他域中此类代理商的采用,必须使用低学习曲线的简单且友好的界面。结果,积极主动的聊天机器人将在业务自动化领域发挥关键作用。他们不仅可以响应用户的查询并代表他们执行操作,而且还可以与用户启动沟通以告知他们系统的行为。这将为企业用户提供一个自然语言界面,以与,监视和控制自动源代理。在这项工作中,我们提出了一个多代理编排框架,通过讨论可以组成代理商的技能类型以及如何协调这些代理商,以开发这种积极主动的聊天机器人。通过四个标准,采用了旅行预批准业务流程和贷款申请业务流程的两种用例,以定性分析提议的框架:绩效,编码开销,可伸缩性和代理重叠。

Business process automation is a booming multi-billion-dollar industry that promises to remove menial tasks from workers' plates -- through the introduction of autonomous agents -- and free up their time and brain power for more creative and engaging tasks. However, an essential component to the successful deployment of such autonomous agents is the ability of business users to monitor their performance and customize their execution. A simple and user-friendly interface with a low learning curve is necessary to increase the adoption of such agents in banking, insurance, retail and other domains. As a result, proactive chatbots will play a crucial role in the business automation space. Not only can they respond to users' queries and perform actions on their behalf but also initiate communication with the users to inform them of the system's behavior. This will provide business users a natural language interface to interact with, monitor and control autonomous agents. In this work, we present a multi-agent orchestration framework to develop such proactive chatbots by discussing the types of skills that can be composed into agents and how to orchestrate these agents. Two use cases on a travel preapproval business process and a loan application business process are adopted to qualitatively analyze the proposed framework based on four criteria: performance, coding overhead, scalability, and agent overlap.

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