Bedilia Estrada-Torres

Bedilia Estrada-Torres, Adela del-Río-Ortega, Manuel Resinas

The use of chatbots has spread, generating great interest in the industry for the possibility of automating tasks within the execution of their processes. The implementation of chatbots, however simple, is a complex endeavor that involves many low-level details, which makes it a time-consuming and error-prone task. In this paper we aim at facilitating the development of decision-support chatbots that guide users or help knowledge workers to make decisions based on interactions between different process participants, aiming at decreasing the workload of human workers, for example, in healthcare to identify the first symptoms of a disease. Our work concerns a methodology to systematically build decision-support chatbots, semi-automatically, from existing DMN models. Chatbots are designed to leverage natural language understanding platforms, such as Dialogflow or LUIS. We implemented Dialogflow chatbot prototypes based on our methodology and performed a pilot test that revealed insights into the usability and appeal of the chatbots developed.

Bedilia Estrada-Torres, Manuel Camargo, Marlon Dumas et al.

Business process simulation is a versatile technique for analyzing business processes from a quantitative perspective. A well-known limitation of process simulation is that the accuracy of the simulation results is limited by the faithfulness of the process model and simulation parameters given as input to the simulator. To tackle this limitation, several authors have proposed to discover simulation models from process execution logs so that the resulting simulation models more closely match reality. Existing techniques in this field assume that each resource in the process performs one task at a time. In reality, however, resources may engage in multitasking behavior. Traditional simulation approaches do not handle multitasking. Instead, they rely on a resource allocation approach wherein a task instance is only assigned to a resource when the resource is free. This inability to handle multitasking leads to an overestimation of execution times. This paper proposes an approach to discover multitasking in business process execution logs and to generate a simulation model that takes into account the discovered multitasking behavior. The key idea is to adjust the processing times of tasks in such a way that executing the multitasked tasks sequentially with the adjusted times is equivalent to executing them concurrently with the original processing times. The proposed approach is evaluated using a real-life dataset and synthetic datasets with different levels of multitasking. The results show that, in the presence of multitasking, the approach improves the accuracy of simulation models discovered from execution logs.