Revolution of processes: how digital assistants are entering our everyday lives

Whether it's about consulting and the online sale of products, service processes, complaints, case handling, citizen services or the predictive maintenance of your vehicles and machines – MR.KNOW can be used in all areas. Especially for complying with regulations and laws, such as the Hazardous Substances Ordinance or Corona regulations, MR.KNOW is the ideal companion.

But what actually makes the digital assistant MR.KNOW so special?

Although good process management is essential for companies, the connection to people is often neglected during implementation. With the digital assistant, it is now possible for the first time to make process management a tangible experience. With its dialogue-guided user interface, MR.KNOW at first appears like a chatbot. But that is far from the truth. Dialogue guidance is only a small part of what defines digital assistants. Unlike a telephone hotline, for example, the customer is not simply forwarded to an employee. Rather, digital assistants keep the entire process in view. Built on standard BPMN 2.0 process models and NO-CODE-BPM, they handle the business case in a fully automated manner. Thanks to the individually customisable interface and the dialogue guidance that can be extended with speech, MR.KNOW is suitable, for example, for use in citizen portals or as the first point of contact on websites. It is precisely here that it is important to include all users. On the one hand the citizens, but on the other hand also the employees in the administrations. The focus of MR.KNOW here is on the holistic digitalisation of processes. This means it is not only about the front end; the back end is also automated. By processing a citizen's request all the way through to handover into the specialist procedures, media discontinuities are avoided.

But before a process can be run through, it must first be mapped. With MR.KNOW it is particularly easy to transfer the knowledge of specialists into processes. In addition to classic modelling, processes can also be recorded with a functional description. In this way, every employee is integrated into the recording of the processes and the knowledge is transferred directly. The process model is then created automatically in the standard BPMN 2.0 based on this description. No programming skills are required for this.

Creating the appropriate interface is also no problem with MR.KNOW. Thanks to so-called low coding, various suggestions for interfaces are generated from the model. Not only the dialogue-based interface with MR.KNOW or an avatar of your own choice is conceivable, but classic interfaces are also possible.

Such a classic interface can be found, for example, on the information portal for employers (www.informationsportal.de). The digital assistant implemented here guides users through the jungle of social legislation and informs employers about social insurance topics. In 2020, the information portal was honoured by the Gesellschaft für Organisation with the Process Solution Award. It shows how the use of digital assistants makes it easy to include all citizens and to implement complex processes simply.

Another field of work for digital assistants is their use in online sales. With the SALES ASSISTANT, MR.KNOW becomes a digital salesperson. Especially for products that require explanation, its advice offers users great added value. It can be fed with countless product data and guides online customers specifically to the products that suit them. After the consultation, the digital assistant then guides the customer through the ordering process until the sale is fully completed.

Especially in the retail sector, there are countless further possible applications for the digital assistant. With it, processes react fully automatically and deliver the optimal order quantities, improve warehousing and merchandise management, coordinate your staff planning, assess complaints, prevent risks, do the billing – and all of this in interaction with already existing systems.

The diverse possible applications show: digital assistants are trailblazing and, due to their simple implementation and high scalability, their use will soon be indispensable.

Revolutionise your processes too and make process management a tangible experience!

You can find our NO-CODE-BPM solution examples and digital assistants under Examples.