Abstract
This paper proposes a general approach for using conversational interfaces such as chatbots to offer adaptive learning of business processes in an environment involving different actors. Adaptivity concerns both the content being proposed, the sequence of learning items, and the way the conversation is conducted. The original approach allows the development of sustainable chatbots and empowers various non-technical actors (authors, teachers, publishers, and learners) to control the chatbot features directly. The aCHAT-WF framework (adaptive CHATbot for WorkFlows), proposed in this paper for managing conversational interfaces, conceptually represents all the aspects related to a conversation about business processes, with different facets for the user, the conversation flow, and the conversation contents, combining them to obtain a flexible interaction with the user. The paper focuses on the different preparation phases for instructional material based on Business Process Modeling Notation (BPMN) models, separating the different roles involved in the construction of a chatbot for teaching business processes and with the possibility of defining different styles for the interaction with the users. The proposed method is configuration-driven, to facilitate the separation of the different aspects of the control of the interaction and the delivery of contents.
Highlights
Business process emerged in the last years as a powerful concept for improving the organizations performances and supporting digitalization
This paper provides an original contribution in a few directions: (i) assigning a specific role for conversational interfaces in teaching a business process; model; (ii) proposing an effective architecture that makes the development of educational chatbots for different actors in education a sustainable task; (iii) empowering process designers to almost directly shape and monitor the learning experience of a business process for learners; (iv) emphasizing the opportunity of adapting learning to the profiles and context of users who interact with the chatbots, and the role that chatbots can play for it
We propose an original approach, based on conceptual modeling based on state diagrams and relational data structures, to separate the different aspects of a conversation, and the generation and management of the learning items from a business process model conceived by a process designer
Summary
Business process emerged in the last years as a powerful concept for improving the organizations performances and supporting digitalization. As a consequence, improving the design, implementation, and control of business processes is necessary for organizations across all industries. The overall challenge of teaching a complex multidisciplinary topic such as business processes is the variety of involved roles in an organization, and the need for essential requirements on all levels, including top executives, workers associations, and other stakeholders. Moormann et al is the spreading of knowledge about a business
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