Business Workflow for H2H Conversation

[pchainho]

Actors

Pre-conditions

Description

Depending on the Conversation goal or subject, each Conversation follows a Business Workflow according to pre-defined Business Policies. The workflow will rely on one or more state machines of shared resources e.g. documents shared in a conversation. One example, is a document used to support a Business Negotiation among participants, or the edition of a Business Report that has to follow different states including reviews and approvals by certain Business Identities.

For Automation purposes, Conversation Business Workflows should inter-operate with Enterprise Business Processes from the Business Identities involved in the Conversation e.g., purchase order process.

The Conversation cost may depend on the Conversation Workflow, e.g. in case the Business Negotiation is successful the price is higher than when it fails.

Differentiation - Market Relevance

New concept?

[Yudani]

Not clear the labels "Charging and Billing" and "Identity Management" for me.
If I'm not wrong the industry (call centers for instance) call this element a "Workflow Management System" that can be added as a new actor.

[pchainho]

This use case is partially inspired on the current CEBP concept. It extends it to govern the behavior of Conversations with Business Activities that should be interopete with Business Processes of the enterprises involved in the conversation.

In my understanding the "Workflow Management System" you mention is more related with how calls are routed through Agents and IVRs, right?

I've added IdM because I believe this use case may imply a few new requirements eg using Business Identities to associate Conversation Business Activities to Enterprise Business Processes through Business Identities and to set which party is responsible to perform a certain Task.

Regarding Charging, this may also result new requirements for charging eg the conversation price may depend on the Business Activities performed during the conversation eg if a certain business transaction is performed, the price is high than for conversations where no commercial deals were achieved.

Anyway, I'm proposing to have this use case for phase 2.