{"id":"https://openalex.org/W2529724652","doi":"https://doi.org/10.1109/edocw.2016.7584355","title":"Communication-Based Business Process Task Detection - Application in the CRM Context","display_name":"Communication-Based Business Process Task Detection - Application in the CRM Context","publication_year":2016,"publication_date":"2016-09-01","ids":{"openalex":"https://openalex.org/W2529724652","doi":"https://doi.org/10.1109/edocw.2016.7584355","mag":"2529724652"},"language":"en","primary_location":{"id":"doi:10.1109/edocw.2016.7584355","is_oa":false,"landing_page_url":"https://doi.org/10.1109/edocw.2016.7584355","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2016 IEEE 20th International Enterprise Distributed Object Computing Workshop (EDOCW)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5051728598","display_name":"Nassim Laga","orcid":null},"institutions":[{"id":"https://openalex.org/I19370010","display_name":"Orange (France)","ror":"https://ror.org/035j0tq82","country_code":"FR","type":"company","lineage":["https://openalex.org/I19370010"]}],"countries":["FR"],"is_corresponding":true,"raw_author_name":"Nassim Laga","raw_affiliation_strings":["Orange Labs, France"],"affiliations":[{"raw_affiliation_string":"Orange Labs, France","institution_ids":["https://openalex.org/I19370010"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5078653432","display_name":"Mohammed Oussama Kherbouche","orcid":null},"institutions":[{"id":"https://openalex.org/I19370010","display_name":"Orange (France)","ror":"https://ror.org/035j0tq82","country_code":"FR","type":"company","lineage":["https://openalex.org/I19370010"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Mohammed Oussama Kherbouche","raw_affiliation_strings":["Orange Labs, France"],"affiliations":[{"raw_affiliation_string":"Orange Labs, France","institution_ids":["https://openalex.org/I19370010"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5052418036","display_name":"Pierre-Aymeric Masse","orcid":null},"institutions":[{"id":"https://openalex.org/I19370010","display_name":"Orange (France)","ror":"https://ror.org/035j0tq82","country_code":"FR","type":"company","lineage":["https://openalex.org/I19370010"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Pierre-Aymeric Masse","raw_affiliation_strings":["Orange Labs, France"],"affiliations":[{"raw_affiliation_string":"Orange Labs, France","institution_ids":["https://openalex.org/I19370010"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5051728598"],"corresponding_institution_ids":["https://openalex.org/I19370010"],"apc_list":null,"apc_paid":null,"fwci":0.4694,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.73638097,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"8"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9965999722480774,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12607","display_name":"Personal Information Management and User Behavior","score":0.9950000047683716,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.736251711845398},{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.606037437915802},{"id":"https://openalex.org/keywords/business-process-management","display_name":"Business process management","score":0.5746546983718872},{"id":"https://openalex.org/keywords/task","display_name":"Task (project management)","score":0.5492774844169617},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5293693542480469},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.4946543872356415},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.48852765560150146},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4789024889469147},{"id":"https://openalex.org/keywords/phone","display_name":"Phone","score":0.42272618412971497},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3330817222595215},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.21852323412895203},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1635715663433075},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.11576434969902039},{"id":"https://openalex.org/keywords/systems-engineering","display_name":"Systems engineering","score":0.08300238847732544}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.736251711845398},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.606037437915802},{"id":"https://openalex.org/C80309976","wikidata":"https://www.wikidata.org/wiki/Q7007379","display_name":"Business process management","level":4,"score":0.5746546983718872},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.5492774844169617},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5293693542480469},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4946543872356415},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.48852765560150146},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4789024889469147},{"id":"https://openalex.org/C2778707766","wikidata":"https://www.wikidata.org/wiki/Q202064","display_name":"Phone","level":2,"score":0.42272618412971497},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3330817222595215},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.21852323412895203},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1635715663433075},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.11576434969902039},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.08300238847732544},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/edocw.2016.7584355","is_oa":false,"landing_page_url":"https://doi.org/10.1109/edocw.2016.7584355","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2016 IEEE 20th International Enterprise Distributed Object Computing Workshop (EDOCW)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":25,"referenced_works":["https://openalex.org/W199503115","https://openalex.org/W1497007062","https://openalex.org/W1508806467","https://openalex.org/W1532586388","https://openalex.org/W1823035920","https://openalex.org/W1991792453","https://openalex.org/W2009423697","https://openalex.org/W2043252224","https://openalex.org/W2063339671","https://openalex.org/W2071125379","https://openalex.org/W2098250644","https://openalex.org/W2100175929","https://openalex.org/W2101238481","https://openalex.org/W2113071192","https://openalex.org/W2128410654","https://openalex.org/W2129553304","https://openalex.org/W2145222333","https://openalex.org/W2145436368","https://openalex.org/W2155862563","https://openalex.org/W2732607372","https://openalex.org/W4240197955","https://openalex.org/W6629677911","https://openalex.org/W6631793754","https://openalex.org/W6652650807","https://openalex.org/W6741013382"],"related_works":["https://openalex.org/W2005124518","https://openalex.org/W2488068909","https://openalex.org/W1500719467","https://openalex.org/W1823477348","https://openalex.org/W4289825098","https://openalex.org/W4361865022","https://openalex.org/W2390437968","https://openalex.org/W78688763","https://openalex.org/W2074731606","https://openalex.org/W2148494579"],"abstract_inverted_index":{"During":[0],"the":[1,26,34,40,57,64,86,95,107,132,135,146,150,168,171,175,188],"last":[2],"decades,":[3],"several":[4],"research":[5],"works":[6],"have":[7,128],"been":[8,31],"conducted":[9],"in":[10,63,141,187],"Business":[11],"Process":[12],"Management":[13],"(BPM)":[14],"field,":[15],"and":[16,24,49,116,130,178],"a":[17,69,72,79,195],"whole":[18],"range":[19],"of":[20,59,71,81,88,94,100,152,170],"tools":[21,118],"allowing":[22],"capturing":[23],"managing":[25],"business":[27],"process":[28],"(BP)":[29],"has":[30],"proposed.":[32],"However,":[33],"current":[35],"BPM":[36],"systems":[37],"leave":[38],"aside":[39],"informal":[41,111],"work,":[42,112],"which":[43,75],"is":[44,68,76],"often":[45],"based":[46],"on":[47],"communication":[48,89,115,153,176,201],"collaborative":[50,117],"tools.":[51],"In":[52],"this":[53,193],"paper,":[54],"we":[55],"introduce":[56],"concept":[58],"\"communication-based":[60],"manual":[61],"task\"":[62],"BP":[65,73,96,104,182],"design.":[66],"It":[67,165],"kind":[70],"activity":[74],"associated":[77],"to":[78,109,134,143,145,161,197],"set":[80],"semantic":[82,101],"patterns":[83,102],"that":[84],"enable":[85],"qualification":[87],"content":[90],"as":[91],"an":[92],"achievement":[93],"task.":[97],"This":[98],"association":[99],"with":[103],"activities":[105],"enables":[106,167],"system":[108],"capture":[110],"done":[113],"through":[114],"such":[119],"as:":[120],"email,":[121],"phone":[122],"calls,":[123],"instant":[124],"messaging,":[125],"etc.":[126],"We":[127,155],"implemented":[129],"applied":[131],"proposal":[133],"customer":[136,172,189],"relationship":[137],"management":[138],"(CRM)":[139],"field":[140],"order":[142],"respond":[144],"challenges":[147],"induced":[148],"by":[149,192],"variety":[151],"channels.":[154],"highlight":[156],"two":[157],"main":[158],"advantages":[159],"compared":[160],"classical":[162],"CRM":[163],"approaches.":[164],"firstly":[166],"reconstruction":[169],"journeys":[173],"across":[174],"channels":[177,202],"secondly":[179],"identifies":[180],"all":[181],"actors":[183],"who":[184],"are":[185],"involved":[186],"journey;":[190],"providing":[191],"way":[194],"mean":[196],"promote":[198],"collaboration":[199],"between":[200],"teams.":[203]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2018,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}