为人工智能时代重新设计工作流程：流程自动化的实用方法.pdf

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1、Redesigning Workflows for the AI EraPRACTICAL APPROACHES TO PROCESS AUTOMATIONRICHARD MEDINAAIIM GLOBAL SUMMIT 20262Agenda1.Diagnosing Workflow Failure2.Redesigning the Flow Around AI3.Keeping Control Over Routing,Review,and Action4.Running the Pilot and Testing It on Your Own Workflow5.Next StepsWo

2、rkflow problems start before reviewBottom line:The hidden work is part of the process Intake Route Queue Review Final actionFixing routes in email Tracking exceptions in spreadsheets Adding missing details by hand Moving items quietly from one queue to another Leaving no clear record of why What the

3、 system showsWhat people are doing3Incoming packetOne packet shows the old design failingClaim notice Police report Estimate One missing field One policy number in the email A different policy number on the form Sends it to the wrong queue Forces an analyst to checkanother system Forces the analyst

4、to fix the data Forces the analyst to reroutethe packet Loses part of the correction history What the old process does4Find the step that staff still have to interpretMark these pointsFirst redesign targetThe step where people still have to read,judge,and fixthe packet Where work leaves the system W

5、here someone has to read and decide what theitem means Where one item fits more than one category Where rework piles up Where the record becomes weak Where the next action carries legal,money,orcompliance impact5What changesNew pathUse the workflow to read the packet earlier6The workflow reads more

6、of the packet before a person has to The process decides earlier where the item should go Fewer fixes happen in side channels Intake Read and sort the packet Choose the next step Send it forward,send it for review,send it back for correction,or stop it Keep the final action with the named person Kee