Social Interactive Case Manager

Inspiration: Social Media has been around now for more than a decade. Large organizations like Facebook, LinkedIn & Twitter have nearly 1B, 450M & 350M active users respectively. With first decade dedicated towards brands marketing, social media platform has now shifted its course towards being more consumer collaborative.

I have designed the use case based on social media and case management studies. The design moves around four core components:
- Conversation Binder
- Dedicated Case Personnel
- Actionable Conversation Distribution
- Resolution Management

SICM Appian application manages workflows, assign RCA tasks to multiple teams and ensures well organized information flow. This Appian application can be connected to clients existing order management system. It also uses Blue Prism as a robust and scalable social media connector and Azure sentiment analyzer that defines priority for the cases- "If customer is unhappy; you need to act fast..."

Tajinder Singh
The Blueprism RPA piece of this project was developed by me and Iam proud to have learned Appian-BluePrism integration. We called BP objects within Appian processes. Sending tweet data to Appian Hackathon cloud URL webapi from local instance of Blueprism had become a showstopper but we finally made it using some .NET code within BP object.
Also, the tricky part was reading twitter threads and making sure no latest tweet gets missed in the threads read before.
The feasibility checks, learning from different sources to make things happen, the war-room sort of serious development as the submission date was approaching ,enjoyed the experience thoroughly and looking for more.

Richa Agrawal
Suresh Kumar Radha Krishnan
Nikita Rani
Farheen Bano
ankit yadav