Business Rules Management Systems 101

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Mon October 11, 2021 11:23 AM

Streaks of red and yellow, captured through long exposure.

Imagine being able to automate a decision as high stakes as allocating organ donations — and being confident the outcome would be reliable and error-free. Most business decisioning isn't life or death, but it can be just as complex. A business process as seemingly simple as responding to a help-desk ticket entails correctly making numerous decisions along the way: Can a chatbot handle this ticket, or does it require human intervention? If an employee needs to intervene, what process should they follow? How can they appropriately resolve the request in a way that benefits both the business and the customer?