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Semelhante a Towards Cognitive BPM as a Platform for Smart Process Support over Unstructured Big Data (20)
Towards Cognitive BPM as a Platform for Smart Process Support over Unstructured Big Data
- 1. © 2014 IBM Corporation
TowardsCognitive BPMas a Platform for Smart Process Support over Unstructured Big Data
Hamid R. MotahariNezhad
IBM AlmadenResearch Center, USA
Leveraging information and analytics for smarter process decisions
- 2. © 2013 IBM Corporation
Processes in our life
ï§A process refers to howwork gets done
ï§Processes can be personal, or business processes
ï§Processes can be repetitively performed (are programmable), or unique
ï§They can formally defined, prescribed, described or simply done
ï§They can be aprioridesigned, or created on the fly
ï§People may converse about processes (over many communication channels)
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Ref: Motahar-Nezhad, Swanson, 2013, and Sandy Kemsley, Column2
Spectrum of Work
- 3. © 2013 IBM Corporation
Outline
ï§Business Process Management
âHistorical Perspective
âBusiness Process Analytics
ï§Cognitive Systems
âData generation
ï§Cognitive BPM
âVision
âExample Use Case
âInitial Work in Support of Cognitive BPM Vision
âResearch Questions and Directions
ï§Conclusions and Discussion
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- 4. © 2013 IBM Corporation
BPM: Evolution Timeline
4
Databases
Back end Systems
Layer
Self-Generating Integration
SAP using
java
API
Web
Service
API
Excel using
com
API
MSMQ using
com or java
API
Databases using
jdbc
API
Business
Rules
Layer
Production
Business Level
Objects
Business Level Objects
Inv oices
Business Lev el
Obj ects
AFEâs
Business Level
Objects
Anything
Business Level
Objects
Process
Layer
Any Process
Calculation General Workflow System and User Interactions
Interface
Layer
Web
Service
Presentation Presentation
XML
API
BPMS
TQM
General Workflow BPR
BPM
time
ERP
WFM
EAI
â85 â90 â95 â98 â00 â05
IT Innovations
Management Concepts
Adapted from Ravesteyn, 2007 and graphics from K. Swenson
â15
Social BPM
Business Process Analytics
Cognitive BPM
- 5. © 2013 IBM Corporation
Business Process Analytics (BPA)
ï§All activities that are performed on process data (logs, events, social network, metadata, etc) to deliver process insights, monitor and optimize processes and recommend actions
ï§Technically involves the application of machine learning, data mining, optimization and automation techniques on process(-related) data
5
Ref: Muehlen, 2009
Ref: Forrester, 2010
- 6. © 2013 IBM Corporation
Different Types of Analytics
ï§Existing BPA need to be designed, defined and programmed for a specific analytical result
ï§Mostly reactive: not autonomous/learning, and proactive
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Discovery
Analytics
Ref: Gartner
- 8. © 2012 International Business Machines Corporation
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Businesses areâdying of thirst in an ocean of dataâ
1 in 2
business leaders donât have access to data they need
83%
of CIOs cited BI and analytics as part of their visionary plan
2.2X
more likely that top performers use business analytics
80%
of the worldâs data today is unstructured
90%
of the worldâs data was created in the last two years
1 Trillion
connected devices generate 2.5 quintillion bytes data / day
- 9. © 2012 International Business Machines Corporation
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Understands natural language and human communication
Adapts and learnsfrom user selections and responses
Generates and evaluatesevidence-based hypothesis
Cognitive System
1
2
3
Cognitive Systemsdo actively discover, learnand act
A Cognitive System offers computational capabilities typically based on Natural Language Processing (NLP), Machine Learning (ML), and reasoning chains, on large amount of data, which provides cognition powers that augment and scale human expertise
Watson
- 11. © 2013 IBM Corporation
Cognitive BPM: supporting process over unstructured information, a bottom-up approach
ï§Traditional BPM and workflow systems define structured processes over structured information
ï§Case management support human-guided flexible processes (top-down)
ï§Cognitive BPM supports processes over flex-structured (big) data based on intelligent analytics (bottom up inherently, learning/directing makes it work both directions)
ï§Understanding the (unstructured) information, people (worker/individual) and the environment in a process context
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Users
Assistant/
Agents
Customers
Employees/
Colleagues
Plans
workflows
Rules
Policies
Regulations
Templates
Instructions/
Procedures
Applications
Schedules
Conversations over Email,
chat, social media, etc.
Organization
Cog. BPM Agent
Unstructured Linked Information
- 12. © 2013 IBM Corporation
Cognitive BPM Systems
ï§A Cognitive BPM systemoffers the computational capability of a cognitive system to provide analytical support for processes over structured and unstructured information sources, and continuously discovers, learnsand actsto achieve a process outcome
âMeets two pressing needs: supporting complex process decisions, and processing large amount of data
âAnalytics-driven and integrated process (model) definition, reasoning and adaptation
âąProcess is not assumed aprioridefined; discovered, learned and customized based on accumulated knowledge and experience
âAnalytics supporting the execution of process
âąWhen, What action (how) and whom to contact
âThe need for revisiting some basic abstractions of BPM
âąReal-world course of actions
âąNew information availability changes course of actions in a plan
âąFluid tasks, notion of task completion, and process/plan adaptation
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- 13. © 2013 IBM Corporation
Process Definition,
Discovery, Learning
Process Enactment
Process/ Environment Sensing
Process Analytics
Proactive/ Reactive Process Response/Adaptation
Cognitive BPM Lifecycle
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Environment Sensing
Data sources
Data Processing/ Analytics
Process Composition / Enactment Update
Process Monitoring/AnalyticsIoT
- 14. © 2013 IBM Corporation
Use Case 1: Knowledge-intensive Enterprise Processes
ï§Human-Centric, knowledge-instensiveProcesses in IT Services Provider Environments (Sales Management Processes)
âReference, descriptive processes are available, no (WFM) system supporting the process
âThe need for a business-aware automation solution for human-centric processes
âConversational, multiple interactions and facts impacting process decisions
âInbox used a work management system, in addition to phone, chat and records in databases
âChanges to process guidelines and templates are commonplace and communicated through email
ï§Cognitive BPM
âProviding automation support, and analytics over process
âAbility to process and link process information from unstructured sources over multiple channels
âPutting the business first (outcome), not the process
âąProcess should support more sales, through employing all analytics type: diagnostic, predictive, prescriptive
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- 15. © 2013 IBM Corporation
Research Supporting Cognitive BPM in Enterprise Processes
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Health Identification and Outcome Prediction for Outsourcing Services Based on Textual Comments
Hamid R. MotahariNezhad, Daniel B Green ia, Taiga Nakamura, and Rama Akkiraju, IEEE SCC 2014
A Win Prediction Model for IT Outsourcing Bids
Daniel Greenia, Rama Akkiraju, and Mu Qiao, IEEE SRII Global Conference 2014.
- 16. © 2013 IBM Corporation
Use case 2: Cognitive Assistant/Agents
ï§Systems that reason, learn from experience, and accept guidance in order to provide effective, personalized assistance (Ref: DARPA PAL)
ï§IBMâs Watson, Appleâs SIRI, SRIâs CALO, Google Now, Cortana, ⊠.
ï§Open Source
âCougaar(http://www.cougaar.org/)
âOpen Cog (http://opencog.org/)
âOpen Advancement of Question Answering Systems (http://oaqa.github.io/)
âSolrSherlock(http://debategraph.org/SolrSherlock)
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$3B
Cognea
- 17. © 2013 IBM Corporation
Cognitive BPM in Cognitive Assistants/Agents
ï§Goals
âIncreasing workerâs productivity, efficiency, and creativity (serendipity)
ï§Current cognitive assistants are focused on personal space or virtual conversational agents
ï§Cognitive Work Agent
âIsprocess and work aware
âMonitorsworkerâs input channels and interactions (emails, chats, social connections, external and internal environment, knows rules, policies and processes)
âProactively acts on workerâs behalfand reacts to requests: becomes a copy of you in work environment
âąCommands/requests-Responds to simple requests intelligently
âąSituational awarenessâmonitors the environments to overcome information overloading (selective).
âąDeep QA: process questions, how-tos, previous successful process experience
âOrganizesand assists your work
âąExtract tasks/commitments, promises, commitments
âąManaged to-dos: status updates, over-dues, plans
âąManages calendar, schedules, social contacts
âąFinds and present prior related interactions to a particular conversation 17
Related article to Personal Assistants in work environments:
Erickson et al, Assistance: The Work Practices of Human Administrative Assistants and their Implications for IT and Organizations, CSCW 2008.
- 18. © 2013 IBM Corporation
Use Case 3: Work Assistant Example
ï§Assume an executive admin is managing an event organization process for their department
âStep 1: sending invite to an event to employees in their department, through email and requests for RSVP
âąCognitive BPM (1): Q&A ability for the admin: How many have confirmed, how many pending, how many not answered
âąCognitive BPM (2): Predictive analytics: how many will eventually RSVP?
âąCognitive BPM (3): Diagnostic analytics: why some not accepted (customers in case of marketing case)?
âStep 2: Ordering place, food, transportation, etc
âąCognitive BPM (1): tracking of the process steps, which vendor have replied, which ones pending, have questions, etc.
âąCognitive BPM (2): keeping track of synchronization and consistency (dates, amounts, numbers, etc.) among different steps
âStep 3: Pre-event steps
âąReminding people who have RSVPed
âąCompiling and sending logistic information (from different steps) 18
- 19. © 2013 IBM Corporation
Research in Support of Cognitive BPM in Work Assistant Space
ï§Task, commitment and process extraction from workers interactions over email and chat
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Anup K. Kalia, Hamid R. MotahariNezhad, Claudio Bartolini, MunindarP. Singh: Monitoring Commitments in People-Driven Service Engagements. IEEE SCC 2013: 160-167
- 20. © 2013 IBM Corporation
Research Directions
ï§Abstractions and models for Cognitive Processes
ï§Cognitive Process Management System
âAnalytics on unstructured information to support process understanding
âAnalytics to support process adaptation, customization and configuration
âProactive process adaptation
ï§Cognitive Work Assistants
âCognitive augmentation of workers in work environments, and in process management
ï§Teaching processes to cognitive agents
âInteractive learning where cognitive agents ask process questions
âGradual learning through experience, and process improvement
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- 21. © 2013 IBM Corporation
Conclusions and Discussions
ï§We are in the beginning of a profound transformation of assisting workers with intelligent agents/assistant, and the BPM field, in general, enabled by advances in AI and Cognitive Computing
ï§Major advances in business process analytics work so far, however, systems need prescriptions by humans
ï§The vision of Cognitive BPM supports a self-learning, adaptive and analytics BPM systems that focuses on process outcome
âAnalytics-driven, learning, and proactive adaptation
âEnabling systems and human work together to achieve better results
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- 22. © 2013 IBM Corporation
QUESTIONS?
Thank You!
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COGNITIVE BPM: SMART PROCESS SUPPORT OVER UNSTRUCTURED BIG DATA