Continuous Partial-Order Planning for Multichannel Document Analysis: A Process-Driven Approach

With the rise of email communication, enterprises strive to manage incoming documents from all input channels for achieving customer satisfaction. Their overall goal is to reduce request processing time and to increase processing quality. Previously, we proposed the approach of process-driven document analysis (DA) using the concepts of Attentive Tasks (ATs) and the Specialist Board (SB). The ATs formalize information expectations of the processes toward an incoming document, whereas the SB describes all available DA methods. In this paper, we propose to apply continuous partial order planning (CPOP) for guiding DA with the goal of optimal extraction accuracy and runtime. To our knowledge, this approach provides a novel method for integrating knowledge management with DA, in particular for processes. Since planning has not been applied to this field yet, we explore learning the suitability function (SF) and the adaptation of the DA plan. First evaluations indicate the applicability of the approach and preferences for calibration.