Prerequisites

• SoftExpert Copilot as part of the solutions acquired by the organization.
• SoftExpert Suite environment hosted in the cloud.
• SoftExpert Process as part of the solutions acquired by the organization.
• Access to the Process (PM063) menu.
• Process flowchart with previously designed system activity.
• Previously designed AI-powered form.
• Previously configured SoftExpert Ask AI data source.

Introduction

In the BPM solution (composed of 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 the BPM solution to automate workflows.
 

Configuring commands and web services

Before using workflow automation, 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 (PM063) menu.

2. Search for the desired process.

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

4. In the process flowchart, double-click on the system activity in which AI will be applied.

5. In the General data tab, in 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 on 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 or not is an incident. "
prompt = prompt +" Tag <incident> contain the incident description."
prompt = prompt +" <incident>"
prompt = prompt +" "+ FIELDVALUE('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."


RETURN DEFINESTABLEFIELD('ITIL';'txprompttriage';prompt)

8. After inserting the formula, click on Save and exit.

9. Having configured the command and the web service, click again on Save and exit. Thus, the automation will be ready to be executed.

Operation of the workflow automation in practice

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

See below examples of how AI can be used in each step 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 triage, categorization, and analysis, but also contributes to more agile management, minimizing errors and increasing the accuracy of decisions made throughout the steps of the process.