Interact Solution Design

Considerations

September 2020

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 Introduction

• This module will discuss human/digital worker collaboration concepts and potential solution designs
• Different types of use case
• Call anatomy and how digital workers could assist
• Using multiple digital workers in parallel
• Solution Design
• Build Considerations

Note that the examples in this module are NOT an exhaustive list and are designed to
give the reader an idea of how Interact can be used and the techniques that can be
used to create an efficient solution.

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 Types of use case

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 Use Case: Fire and Forget

• In this example, the user only wants to submit their request and does not need a result from a digital worker or
confirmation that the task is complete.
• If the result is an exception, then a manual referral team will pick it up.
• This diagram illustrates a single task request, but conceivably parallel worker processes could be used in a multi-
task scenario.

2) The form
data is added
1) The user makes to a Blue Prism
a request by Work Queue
submitting a form

Queue

3) A Digital 4) The Digital Worker

Worker process process automates
gets the item applications

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 Use Case: Fire and Forget (with notification)

• In this example, the user only wants to submit their request and does not need a result from a digital worker but
requires confirmation that the task is complete.
• If the result is an exception, then the user will be notified by the digital worker.
• This diagram illustrates a single task request, but conceivably parallel worker processes could be used in a multi-task
scenario.
• The diagram below sends the response to the original user. Interact enables the response to be sent to another user if
required.

2) The form
data is added 4) The Digital Worker
1) The user makes to a Blue Prism process automates
a request by Work Queue applications
submitting a form

Queue

3) A Digital
Worker process
5) The Digital Worker process gets the item
notifies the user of the result

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 Use Case: Real-time Single-task Collaboration
• Real-time Single-task collaboration is where the user waits for the digital workforce to do one task and return the result.
• Ideally the solution would be designed in such a way that the user would be always be updated, even in the event of an
exception.
• This diagram shows one exchange between the human and the digital workforce but there may be several exchanges to
complete a case.

2) The form
data is added 4) The Digital Worker
1) The user makes to a Blue Prism process automates
a request by Work Queue applications
submitting a form

Queue

3) A Digital
Worker process
5) The Digital Worker process gets the item
sends the result to the user

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 Use Case: Asynchronous Single-task Collaboration
• Asynchronous Single-task collaboration is where the user only waits for the digital workforce to acknowledge receipt of the
task, and then the digital workforce updates the user with the result once it has completed its task.
• Ideally the solution would be designed in such a way that the user would be always be updated, even in the event of an
exception.
• This diagram shows one exchange between the human and the digital workforce but there may be several exchanges to
complete a case.

6) The Digital Worker process sends the result

2) The form
data is added 5) The Digital Worker
1) The user makes to a Blue Prism process automates
a request by Work Queue applications
submitting a form

Queue

3) A Digital
Worker process
4) The Digital Worker process gets the item
acknowledges receipt of the
request

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 Use Case: Real-time Multi-task Collaboration
• Real-time Multi-task collaboration is where the user only waits for the digital workforce to acknowledge receipt, and then
the digital workforce updates the user with the results of tasks at some later time. In this scenario, multiple tasks are
spread across multiple digital workers with each digital worker sending results to the user once it has finished it’s
individual task.
• Ideally the solution would be designed in such a way that the user would be always be updated, even in the event of an
exception.
• This diagram shows one exchange between the human and the digital workforce but there may be several exchanges to
complete a case. 8) The worker processes send results as tasks are completed

7) The worker
1) The user makes 2) The form data is
processes automate
a request by added to a Blue
applications
submitting a form Prism Work Queue

Queue Queue
3) A Digital Queue
5) The polling Queue
Worker polling
process creates
process gets the
multiple queue 6) Worker
item
items processes get the
4) The Digital Worker process items
acknowledges receipt of the request

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 Use Case: Real-time Single-response Multi-task Collaboration
• Real-time Multi-task Ping-pong is where the user only waits for the digital workforce to acknowledge receipt, and then the
digital workforce updates the user with the results of tasks at some later time. In this scenario, multiple tasks are spread
across multiple digital workers with a single response being sent to the user once all digital workers have completed their
individual tasks.
• Ideally the solution would be designed in such a way that the user would be always be updated, even in the event of an
exception.
• This diagram shows one exchange between the human and the digital workforce but there may be several exchanges to
complete a case 8) All task results are sent as one response

7) The worker
1) The user makes 2) The form data is
processes automate
a request by added to a Blue
applications
submitting a form Prism Work Queue

Queue Queue
3) A Digital Queue
5) The polling Queue
Worker polling
process creates
process gets the
multiple queue 6) Worker
item
items processes get the
4) The Digital Worker process items
acknowledges receipt of the request

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Option 1
• Tasks worked by any
Digital Worker and in
any order
Types of Multi-task Request
Option 2 Option 3 Option 4 Option 5
• Tasks worked by any • Tasks A then B worked • All tasks worked by the • Tasks A then B worked
Digital Worker but in a by the same Digital same Digital Worker in a by the same Digital
fixed order Worker fixed order Worker
• Task C worked by any • Task C worked on
Digital Worker at any another Digital Worker
time but only after B is
complete

Request Request Request Request Request

Task Task Task Task Task Task Task Task Task Task Task Task Task Task Task
A B C A B C A B C A B C A B C

DW
3

In Progress
DW DW
1 DW DW DW 3
DW 2 1 1
3
DW DW
2 3

Complete
DW DW DW DW
1 1 1 1

DW DW
1 1
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 Interaction Structure

The following slides illustrate a Front Office use case and how an
Intelligent Digital Workforce using Interact can be used to restructure
a front office conversation to make it more efficient.

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 Interaction Structure
• This diagram shows how an agent alternates between talking to the caller and working in the application layer
• In such a front-office process the AS IS definition must analyse the interaction between caller and agent
• Unlike in traditional RPA, the TO BE solution will be a group of automations orchestrated by the conversation
• When thinking about a Interact solution, thought is required on how and where improvements could be made
• There is no simple formula to success and every project will be different
Call Start Call End

Caller
Dialog 1 Dialog 2 Dialog 3 Dialog 4

Agent
Task 1 Task 2 Task 3

Applications

Now let’s imagine that digital workforce is on hand to help the agent

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 Interaction Structure- Improvement Option #1
• A basic improvement to the call could be to assume a digital worker is simply faster than the agent
• The dialog between caller and agent does not change but the task time will shrink

Call Start New Call End Old Call End

Caller
Dialog 1 Dialog 2 Dialog 3 Dialog 4

Agent

Digital Worker
Task 1 Task 2 Task 3

Applications

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 Interaction Structure- Improvement Option #2
• Another potential improvement is to move activity to the end of the call
• If the DW can provide confidence that the final task(s) will be completed, then it may be possible to end the call early
Call Start New Call End Old Call End

Caller
Dialog 1 Dialog 2 Dialog 3

Agent

Digital Worker
Task 1 Task 2 Task 3

Applications

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 Interaction Structure- Improvement Option #3
• Alternatively, the call could be redesigned so that the agent and DW can work in parallel
• The DW feeds the agent with enough information ‘just in time’ for the conversation to flow
Call Start New Call End Old Call End

Caller
Dialog 1 Dialog 2 Dialog 3 Dialog 4

Agent

Digital Worker
T 1a T 1b Task 2 T 3a T 3b

Applications

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 Interaction Structure- Improvement Option #4
• It’s also possible to use more than one DW at the same time
• A solution could divide a request from the agent into multiple tasks to be worked in parallel by multiple DWs
Call Start New Call End Old Call End

Caller
Dialog 1 Dialog 2 Dialog 3 Dialog 4

Agent

Digital Worker
T 1a T 1b T 2a T 3a T 3b

Applications T 2b

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 Solution Design Concepts

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 Solution Design Concepts
• At a conceptual level, a traditional BP process usually receives its workload in bulk and works through it until it’s all done

• As each case is worked, data flows back and forth in a series of interactions between the process and the applications

• The process contains all the information and logic necessary to decide how to proceed after each interaction

• With a team of DWs, each case will be completed by one DW (assuming queue items are not deferred and ‘retry’ item clones are not created)

• The overall design is essentially a loop, where after each iteration the process goes back to the start to work another case

• At the end of the process, output data is made available to show the results of the work

BP Process Applications
Start

Interaction 1
Input Data

Interaction 2
Work
another
case Interaction 3

Stop

Output Results
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 Solution Design Concepts
• With Interact, the automation of a case may spans multiple UIs, multiple digital workers and multiple processes

• Only partial input data comes from the initial conversation with the caller, enough for the first part of the case to be worked

• More information is provided with each subsequent conversation, enabling the case to be completed step by step
NB The initial UI (UI0) is a permanent
part of the Agent’s homepage,
Caller Agent UI0 whereas the other UIs (UI1-UI3) are
Case Start dynamically generated by the
processes
Conversation 1 Input 1

Result 1
Applications
UI1 BP1
Conversation 2

INTERACT
Input 2

Next Case Portal Portal

3 3

Result 2
UI2 BP2
Conversation 3
Input 3

Call Wrap Result 3

Case End UI3 BP3

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 Solution Design Considerations

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 Solution Design Considerations
• The Solution Design should consider the user’s downtime. An Interact solution may include periods of time when
the user is waiting for a response from the Digital Workforce. How this time is used by the User should be included
in the overall design

• The speed at which the Digital Workers can interact with the enterprise applications is likely to be of greater
importance to the success of the Interact project than a traditional Blue Prism project. The Solution Design should
consider whether using direct access methods such as API’s or direct database reads / writes are more suitable for
the solution than traditional UI automation. 

• If the UI automation is to be used, it may be necessary for the Digital Worker to log in and out of the business
applications more frequently than either a User would or that a traditional Digital Worker would. The impact that
this has on the business applications must be considered (e.g. multiple logins showing up on security reports)

•  A traditional Blue Prism process will typically be completed end to end on the same Digital Worker. An Interact
human/digital worker collaboration process may see individual stages of a call being handled by different Digital
Workers. Therefore, care must be taken when building the solution that assumptions aren’t made about data that
has been collected in earlier stages of the call being available in data items.

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 Solution Design Considerations
• Consider how target applications handle records. For example, does the app lock the record? If each DW has to
find/access the record each time, then how long does this take? If a DW fails and leaves a record locked, what is the
impact on the user/caller?

• Exception handling and notification has an elevated importance in an Interact solution. Considerations include
notification to the user that an exception has occurred and the call can not progress and also how this scenario
would be handled within the overall Solution Design.

• A traditional Blue Prism solution typically consists of 2 ‘layers’, with a layer of Process Logic and a layer for
Application Logic. Interact introduces a further layer for Front End logic  i.e, the sending and receiving of data to
and from the End User. For ease of comprehension and all the associated benefits that brings, it is recommended
that a 3 layer approach is considered for human in the loop solutions

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 Build Considerations

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 Build Considerations

• The flow of data between the end user interface, Interact and Blue Prism can initially be built separately to the
application integration and its associated logic by using ‘stubs’ to mimic the application logic.  This approach
enables early presentation to the end users of the process for early feedback.

• Each part of the call can be built as an individual sub process which enables a multiple developer approach to the
build phase. This approach should be considered but must be balanced against making the end solution overly
complex.

• All integration with Interact should be done using the Utility - BPC - Interact API VBO.    Do not call the Interact
Management VBO directly.

• Refer to the Utility - BPC - Interact API VBO Business Object Definition for details of parameter values.

• A traditional Blue Prism process will typically be completed end to end on the same Digital Worker.  An Interact
process may see individual stages of a call being handled by different Digital Workers.  Therefore, care must be
taken when building the solution that assumptions aren’t made about data that has been collected in earlier
stages of the call being available in data items.   The use of a Blue Prism work queue is recommended and that the
queue item is kept updated with the work done and the data collected at each stage of the call.

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 © 2020 Blue Prism Limited. “Blue Prism”, the “Blue Prism” logo and Prism device are either
25 trademarks or registered trademarks of Blue Prism Limited and its affiliates. All Rights Reserved.