From process models to chatbots

The effect of digital transformation in organizations needs to go beyond automation, so that human capabilities are also augmented. A possibility in this direction is to make formal representations of processes more accessible for the actors involved. On this line, this paper presents a methodology to transform a formal process description into a conversational agent, which can guide a process actor through the required steps in a user-friendly conversation. The presented system relies on dialog systems and natural language processing and generation techniques, to automatically build a chatbot from a process model. A prototype tool – accessible online – has been developed to transform a process model in BPMN into a chatbot, defined in Artificial Intelligence Marking Language (AIML), which has been evaluated over academic and industrial professionals, showing potential into improving the gap between process understanding and execution.Peer Reviewe