Towards a Framework for Context Awareness Based on Textual Process Data

Aleksandra Revina; Nina Rizun; Aksu Ünal

doi:10.1007/978-3-031-26886-1_2

Towards a Framework for Context Awareness Based on Textual Process Data

Abstrakt

Context awareness is critical for the successful execution of processes. In the abundance of business process management (BPM) research, frameworks exclusively devoted to extracting context from textual process data are scarce. With the deluge of textual data and its increasing value for organizations, it be-comes essential to employ relevant text analytics techniques to increase the awareness of business process (BP) workers, which is important for BP execu-tion. Following the design science research guidelines, the present paper ad-dresses this demand by developing a framework for context awareness based on textual process data using a well-established layered BPM context model. This framework combines and maps various text analytics techniques to the layers of the context model, aiming to increase the context awareness of BP workers and facilitate informed decision-making. The framework is conceptualized in an IT ticket processing case study. The findings show that contextual information ob-tained using our framework enriches the awareness of BP workers regarding the process instance urgency, complexity, and upcoming tasks and assists in making decisions in terms of these aspects