Conversational Case- Based Reasoning Support for Business Process Management Barbara Weber, Univ. of Innsbruck Werner Wild, Evolution Consulting

AAAI’05, 5-Nov-05 Slide 2 Overview Motivation Integrated Process Lifecycle Support Overview Performing Ad-hoc Changes Using CCBR Deriving Evolutionary Changes Case-Base Migration Summary and Outlook

AAAI’05, 5-Nov-05 Slide 3 Motivation

AAAI’05, 5-Nov-05 Slide 4 Motivation Growing interest in aligning information systems in a process- oriented way Early attempts unsuccessful due to lack of flexibility bypassing the system necessary limited traceability knowledge is lost, no reuse in similar situations

AAAI’05, 5-Nov-05 Slide 5 Example: Patient Treatment Process Additional Lab Test Patient suffers from diabetes Patient is older than 40 years Lab test Exception Deliver report Enter order Examine patient Make appointment Prepare Patient patData

AAAI’05, 5-Nov-05 Slide 6 Example: Patient Treatment Process Semantical knowledge about the reasons for and the context of the deviation are stored in the case-base Lab test Case-Base Problem Additional Test required Question-Answer Pairs Solution Insert LabTest Age? > 40 Diabetes?Yes Deliver report Enter order Examine patient Make appointment Prepare Patient patData

AAAI’05, 5-Nov-05 Slide 7 Example: Patient Treatment Process Lab test Exception Case-Base Retrieving similar cases Reuse of solutions Process User Deliver report Enter order Examine patient Make appointment Prepare Patient patData

AAAI’05, 5-Nov-05 Slide 8 Example: Patient Treatment Process Lab test Exception Diabetes Deliver report Enter order Examine patient Make appointment Prepare Patient patData Enter order Lab test Examine patient Deliver report Make appointment sc1: age > 40  diabetes =„yes“ Prepare Patient patData sc2: default

AAAI’05, 5-Nov-05 Slide 9 Integrated Process Life Cycle Support An Overview

AAAI’05, 5-Nov-05 Slide 10 Integrated Process Life Cycle Support Examine patient Make appointm ent Ente r orde r Inform patient Make appointm ent Schema S: Process Engineer  Create Process Type Schema ABC E D

AAAI’05, 5-Nov-05 Slide 11 Integrated Process Life Cycle Support Examine patient Make appointm ent Ente r orde r Inform patient Make appointm ent Schema S: Process Engineer  Create Process Type Schema ABC E D Instantiation  Process Instance I Process User Process Execution

AAAI’05, 5-Nov-05 Slide 12 Integrated Process Life Cycle Support Examine patient Make appointm ent Ente r orde r Inform patient Make appointm ent Schema S: Process Engineer  Create Process Type Schema ABC E D Instantiation  Process Instance I Process Execution AB D C Ad-hoc changed Process Instance I CCBR  Problem Additional Test required Question-Answer Pairs Solution Insert LabTest Age? > 40 Diabetes?Yes Change Process Instance Process User

AAAI’05, 5-Nov-05 Slide 13 Integrated Process Life Cycle Support Examine patient Make appointm ent Ente r orde r Inform patient Make appointm ent Schema S: Process Engineer  Create Process Type Schema ABC E D Instantiation  Process Execution CCBR   Notify Process Engineer Process Instance I AB D C Ad-hoc changed Process Instance I Change Process Instance Process User

AAAI’05, 5-Nov-05 Slide 14 Integrated Process Life Cycle Support Examine patient Make appointm ent Ente r orde r Inform patient Make appointm ent Schema S: Process Engineer  Create Process Type Schema ABC E D Instantiation  Process Execution CCBR   Notify Process Engineer Change Process Type Schema  AB D X C E Schema S‘: Process Instance I AB D C Ad-hoc changed Process Instance I Change Process Instance Process User

AAAI’05, 5-Nov-05 Slide 15 Integrated Process Life Cycle Support Performing Ad-hoc Changes Using CCBR-Assistant

AAAI’05, 5-Nov-05 Slide 16 Case Representation Represents an ad-hoc modification of one or more process instances Consists of a textual problem description a set of question-answer pairs (reasons for and context of the deviation) a solution part (set of change operations)

AAAI’05, 5-Nov-05 Slide 17 Adding a New Case Title Description Question-Answer Pairs QuestionAnswer Patient has diabetes? Yes What is the patient’s age? > 40 Actions sInsert LabTest S, PreparePatient, Examine Patient Operation TypeSubjectParameters

AAAI’05, 5-Nov-05 Slide 18 Retrieving Similar Cases With CCBR Rank questions Problem description Retrieve cases Case Base CCBR System initiate CCBR dialog

AAAI’05, 5-Nov-05 Slide 19 Retrieving Similar Cases With CCBR Rank questions Problem description Retrieve cases Case Base CCBR System initiate CCBR dialog Ranked questions

AAAI’05, 5-Nov-05 Slide 20 Retrieving Similar Cases With CCBR Rank questions Problem description Retrieve cases Case Base CCBR System User Ranked questions Answer selected question initiate CCBR dialog

AAAI’05, 5-Nov-05 Slide 21 Retrieving Similar Cases With CCBR Retrieve cases Case Base CCBR System Rank questions Problem description User initiate CCBR dialog Ranked questions Answer selected question Ranked cases

AAAI’05, 5-Nov-05 Slide 22 Retrieving Similar Cases Select Operation Patient has diabetes? What’s the patient’s age? Question Answer Yes >40 Select Activity/Edge Insert LabTest Case ID 1 Score 100% Title Perform lab test Reputation Score 25 positive Past 7 Days 25 Past Month 30 Reputation Score: 25 Positive Feedback:83% Positive:30 Negative:5 Recent Ratings for Case 1: Past 6 Months 0 neutral11 0 negative25 0 Overall Ratings for Case 1:

AAAI’05, 5-Nov-05 Slide 23 Integrated Process Life Cycle Support Deriving Evolutionary Changes

AAAI’05, 5-Nov-05 Slide 24 Deriving Evolutionary Changes

AAAI’05, 5-Nov-05 Slide 25 Integrated Process Life Cycle Support Case-Base Migration

AAAI’05, 5-Nov-05 Slide 26 Migrating the Case-Base Case-Base has to be migrated to a new version too Cases whose solution part gets integrated into the new schema version are no longer needed Only cases whose solution part is not reflected in the new schema version are migrated

AAAI’05, 5-Nov-05 Slide 27 Migrating the Case-Base CCBR: cb := cb T,1 : c1: (..., {sInsert(S, X, C, D)}), freq S (c1) = 48 c2: (..., {sInsert(S, X, C, D)}), freq S (c2) = 23 c3: (..., {sInsert(S, X, C, D)}), freq S (c3) = 33 c4: (..., {sInsert(S, Y, A, B)}), freq S (c4) = 5 c5: (..., {deleteAct(S, D)}), freq S (c5) = 60 c6: (..., {deleteAct(S, E), sInsert(S, Y, A, B)}), freq S (c6) = 2 cb‘ := cb T,2 : Case-Base Migration  T1 = {sInsert(S, X, C, E), deleteAct(S, D)}  T2 = {deleteAct(S‘, F)} Process Type Level: Enter order Examine patient Deliver report Make appointment ACDE Prepare Patient B Schema Version S := S(T,1) Enter order Lab test Examine patient Make appointment A C X DE sc1: age > 40  diabetes =„yes“ Prepare Patient B patData sc2: default Schema Version S‘ := S(T,2) Process Type Change  T c4: (..., {sInsert(S, Y, A, B)}), c5: (..., {deleteAct(S, D)}) c6: (..., {deleteAct(S, E), sInsert(S, X, C, D)}) c7: (..., {sInsert(S, Y, A, B)}) c8: (..., {deleteAct(S, B)}) c1, c2, c3 c4, c6 c5 c7, c8 dropped by process engineer automatically transferred transfered by process engineer new cases for instances based on S' Migration  T = cInsert(S, Lab test, Prepare Patient, Examine Patient, sc1)

AAAI’05, 5-Nov-05 Slide 28 Summary and Outlook

AAAI’05, 5-Nov-05 Slide 29 Summary Application of CCBR-Assistant to Process Management Reduces the strict separation between build-time and run-time Supports just-in-time updates to the process model Allows for an agile approach to process management Continuous Learning handle modifications when they arise and memorize them for later reuse quick incorporation of results of the learning process into process execution continuously close the gap between the modeled and the observed execution behavior

AAAI’05, 5-Nov-05 Slide 30 Summary Delays the precise modeling of business processes until requirements are more clear need for more details becomes obvious clear business value can be identified (just-in- time modeling) User Involvement Process users are empowered to deviate from the predefined process model User involvement when full automation is not feasible

AAAI’05, 5-Nov-05 Slide 31 Summary Approach for the integrated process lifecycle support support of ad-hoc changes memorization and reuse of these changes derivation of process type changes

AAAI’05, 5-Nov-05 Slide 32 Summary CBRFlow CCBR is used for supporting the reuse of ad-hoc changes DLE (Dynamic Logic Engine) DLE is a a user-friendly programming environment for domain experts (e.g., in the logistics industry), developed by the Austrian software company VISION-FLOW. CCBR is used for the memorization and the reuse of knowledge about exceptions ADEPT + CBRTool CCBR for enabling integrated process lifecycle support Implementation of an integrated prototype

AAAI’05, 5-Nov-05 Slide 33 Outlook Security Applications: Logistics Industry, Medical

Thanks for your attention! Questions???