Prerequisites

• SoftExpert Copilot as part of the solutions acquired by the organization.
• Cloud-hosted SoftExpert Suite environment.
• SoftExpert Process as part of the solutions acquired by the organization.
• Access to the Process menu (PM063) .
• Flowchart of the process with a previously modeled system activity.
• Form with pre-modeled AI.
• SoftExpert Ask AI data source previously configured.

Presentation

In the BPM solution (comprising the SoftExpert Workflow , SoftExpert Form , and SoftExpert Process components), Artificial Intelligence (AI) is used to optimize and transform business processes through the automatic execution of activities. 

This article will demonstrate the use of AI in BPM solutions to automate workflows.
 

Configure command and web service

Before using automation in the workflow, it is necessary to configure a command and the web service in the system activity that will receive the automation. See an example below:

1. Access the Process menu (PM063).

2. Research the desired process.

3. With the process selected, click the Open flowchart button.

4. In the process flowchart, double-click the system activity where the AI ​​will be applied.

5. On the General Data tab , under Integrations, select Web Service . 

6. Click on Web Service Configuration and configure the SoftExpert Ask AI data source 

7. In the Formula (Before execution) field, click Formula Editor and enter the command that the AI ​​will receive.

//generate prompt

prompt = "You are an incident specialist who is responsible for analyzing an incident description and decide if is ou not is an incident. "
prompt = prompt +" Tag <incident> contain the incident description."
prompt = prompt +" <incident>"
prompt = prompt +" "+ VALORCAMPO('ITIL';'txincident')
prompt = prompt + " <\\incident>"
prompt = prompt +" The answer is only YES or NO."
prompt = prompt +" The response should be a single text (YES or NO) that represents if is or not is an incident."
prompt = prompt +" Do not return an explanation of why you selected it."


RETORNO DEFINECAMPOTABELA('ITIL';'txprompttriage';prompt)

8. After entering the formula, click Save and Exit.

9. After configuring the command and the web service, click Save and Exit again. The automation will then be ready to run.

How workflow automation works in practice.

To understand how workflow automation works, consider the following context: an organization has an incident management process, which brings together all the activities necessary for incident identification. 

Below are examples of how AI can be used at each stage of the incident management process:

The following video illustrates the information in the table:

Conclusion

The use of Artificial Intelligence (AI) to automate workflows not only facilitates sorting, categorization, and analysis, but also contributes to more agile management, minimizing errors and increasing the accuracy of decisions made throughout the process stages.