BPM: not just for workflow-An intelligent enterprise platform

Dealing with the complex

Nowhere is the need for orchestrating data and process more pressing than in the healthcare field. C3i Solutions is using the Pega Platform from Pegasystems to drive its patient engagement application, which is used by pharmaceutical and healthcare companies to support improved patient care.

Increasingly pressed to focus on patient services and outcomes, healthcare providers have had to revamp their systems to promote patient engagement and compliance rather than merely documenting the procedures and products that have been delivered. Yet the number of providers, volume of clinical data and differing requirements for each patient all combine to make such engagement difficult.

C3i uses several components of the Pega stack in the product it develops for its customers, including the Pega Platform, the Life Sciences Industry Framework, and Customer Engagement for Life Sciences. The latter two modules are vertical-specific, designed to address the activities required for effective patient engagement and support.

A key element of the C3i system is the ability for patients to use the channel of their choice, an option that helps increase engagement. Another valuable feature built into the system is its ability to provide feedback to physicians, who often lack a channel through which they can hear about the impact of medication or adverse effects in between patient visits.

“With the proliferation of so many channels, companies now have to be accountable for a positive overall experience,” says Ying Chen, head of product marketing, Pega Platform, Office of the CTO. “Customers want seamless transitions and a consistent experience across channels.”

A recent innovation from Pegasystems is its intelligent virtual assistant—an expansion of the multichannel capabilities of the Pega Platform. “An organization can take any use case and extend it to any channel,” says Chen. “The assistant supports reuse of the same processes, data and rules while sustaining the appropriate context across channels, whether it’s the organization’s own channels or external channels such as Facebook Messenger or Amazon Alexa.”

Another feature is the use of natural language processing (NLP) in the virtual assistant. Understanding the text allows intelligent scoring of incoming emails that help map them to the correct use case. “For example, a new employee can send an e-mail to IT to request that it start an account process,” Chen explains. “With the intelligent agent doing the first level of triage, the administrative burden on the account representative is reduced.”

Gartner describes the new generation of BPM solutions as systems that use “actionable, real-time insights from operations intelligence to augment the orchestration and automation of adaptive business processes.” Their focus is on improving business outcomes and transforming business processes, and they will likely see increasing adoption.