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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
ExceptionDeliverreport
Enter order
Examinepatient
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? > 40Diabetes? Yes
Deliverreport
Enter order
Examinepatient
Make appointment
Prepare Patient
patData
AAAI’05, 5-Nov-05 Slide 7
Example:Patient Treatment Process
Lab test
Exception
Case-BaseRetrieving similar cases
Reuse of solutions
Process User
Deliverreport
Enter order
Examinepatient
Make appointment
Prepare Patient
patData
AAAI’05, 5-Nov-05 Slide 8
Example:Patient Treatment Process
Lab test
Exception
Diabetes
Deliverreport
Enter order
Examinepatient
Make appointment
Prepare Patient
patData
Enter order
Lab test
Examinepatient
Deliverreport
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
Examinepatient
Make appointm
ent
Enter
order
Inform patient
Make appointm
ent
Schema S:
Process Engineer
Create Process Type
Schema
A B C ED
AAAI’05, 5-Nov-05 Slide 11
Integrated Process Life Cycle Support
Examinepatient
Make appointm
ent
Enter
order
Inform patient
Make appointm
ent
Schema S:
Process Engineer
Create Process Type
Schema
A B C ED
Inst
ant
iatio
n
Process Instance I
Process User
Proce
ss Exe
cutio
n
AAAI’05, 5-Nov-05 Slide 12
Integrated Process Life Cycle Support
Examinepatient
Make appointm
ent
Enter
order
Inform patient
Make appointm
ent
Schema S:
Process Engineer
Create Process Type
Schema
A B C ED
Inst
ant
iatio
n
Process Instance I Proce
ss Exe
cutio
n
A B DC
Ad-hoc changed Process Instance I CCBR
Problem
Additional Test required
Question-Answer Pairs
Solution
Insert LabTest
Age? > 40Diabetes? Yes
Change Process Instance
Process User
AAAI’05, 5-Nov-05 Slide 13
Integrated Process Life Cycle Support
Examinepatient
Make appointm
ent
Enter
order
Inform patient
Make appointm
ent
Schema S:
Process Engineer
Create Process Type
Schema
A B C ED
Inst
ant
iatio
n
Proce
ss Exe
cutio
n
CCBR
Notify Process Engineer
Process Instance I
A B DC
Ad-hoc changed Process Instance I
Change Process Instance
Process User
AAAI’05, 5-Nov-05 Slide 14
Integrated Process Life Cycle Support
Examinepatient
Make appointm
ent
Enter
order
Inform patient
Make appointm
ent
Schema S:
Process Engineer
Create Process Type
Schema
A B C ED
Inst
ant
iatio
n
Proce
ss Exe
cutio
n
CCBR
Notify Process Engineer
Change Proce
ss Typ
e Sch
ema
A B DX
C E
Schema S‘:
Process Instance I
A B DC
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
Question Answer
Patient has diabetes? Yes
What is the patient’s age? > 40
Actions
sInsert LabTest S, PreparePatient, Examine Patient
Operation Type Subject Parameters
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
PastMonth
30
Reputation Score: 25
Positive Feedback: 83%
Positive: 30
Negative: 5
Recent Ratings for Case 1:
Past 6Months
0
neutral 1 1 0
negative 2 5 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
Enter order
Examinepatient
Deliverreport
Make appointment
Prepare Patient
Prepare Patient
Examinepatient
Make appointment
DeliverreportPrepare
PatientExaminepatient
Make appointment Prepare
PatientExaminepatient
Make appointment
Lab test
Process Instance I:
Enter order
Prepare Patient
Examinepatient
Make appointment
Lab test
Prepare Patient
Examinepatient
Make appointment
DeliverreportPrepare
PatientExaminepatient
Make appointment Prepare
PatientExaminepatient
Make appointment
Lab test
Process Instance I:
Enter order
Prepare Patient
Examinepatient
Make appointment
Lab test
Prepare Patient
Examinepatient
Make appointment
Deliverreport
Prepare Patient
Examinepatient
Make appointment Prepare
PatientExaminepatient
Make appointment
Lab test
Process Instance I:
Enter order
Prepare Patient
Examinepatient
Make appointment
Reuse Frequency
104
Question-Answer Pairs
Question Answer
Patient has diabetes? Yes
What is the patient’s age? > 40
Actions
sInsert LabTest S, PreparePatient, Examine Patient
Operation Type Subject Parameters
Case ID 1
Title Lab test required
Reputation Score 104
Perform Process Type Changes
Lab test
Deliverpatient
Schema Version S := S(T,1)
Enter order
Lab test
Examinepatient
Deliverreport
Make appointment
sc1: age > 40 diabetes =„yes“
Prepare Patient
patData patData
sc2: default
Process Engineer
Schema Version S‘ := S(T,2)
Process User
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 := cbT,1:
c1: (..., {sInsert(S, X, C, D)}), freqS(c1) = 48c2: (..., {sInsert(S, X, C, D)}), freqS(c2) = 23c3: (..., {sInsert(S, X, C, D)}), freqS(c3) = 33c4: (..., {sInsert(S, Y, A, B)}), freqS(c4) = 5c5: (..., {deleteAct(S, D)}), freqS(c5) = 60c6: (..., {deleteAct(S, E), sInsert(S, Y, A, B)}), freqS(c6) = 2
cb‘ := cbT,2:
Case-Base MigrationCase-Base Migration
T1 = {sInsert(S, X, C, E), deleteAct(S, D)} T2 = {deleteAct(S‘, F)}
Process Type Level:
Enter order
Examinepatient
Deliverreport
Make appointment
A C D EPrepare Patient
B
Schema Version S := S(T,1)
Enter order
Lab test
Examinepatient
Make appointment
A C
X
D E
sc1: age > 40 diabetes =„yes“
Prepare Patient
B
patData 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, c6c5c7, c8
dropped by process engineerautomatically transferredtransfered by process engineernew 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???