Abstract:
The invention provides a method for processing a task. The method comprising rules which constrain an allocation of the task; defining constraints which constrain application of the rules; expressing the allocation of the task as a constraint satisfaction problem based on the rules and the constraints; and resolving the constraint satisfaction problem.

Description:
CLAIM OF PRIORITY  
       [0001]    This application is related to, and hereby claims the benefit of provisional application No. 60/358,854 which was filed Feb. 21, 2002. 
     
    
     
       FIELD  
         [0002]    This invention relates to work flow management within enterprises. In particular it relates to the allocation and prioritization of tasks within enterprises such as insurance companies.  
         BACKGROUND  
         [0003]    The present invention will be described with reference to an insurance company in order to facilitate understanding. However, it should be borne in mind that the invention applies equally to other types of enterprises that manage workflow from a central location such as a call center. Such enterprises include, but are not limited to, financial services companies, telecommunication services companies, transportation companies, and retail services companies.  
           [0004]    Insurance companies deal with hundreds or even thousands of claims every day and may have thousands of adjustors, located in hundreds of offices across the country to facilitate processing of the claims. Insurance companies may also have hundreds of operators in call centers accepting damage claims over the phone and redirecting those claims to offices that must somehow, mostly haphazardly, divide the workload among adjustors in those offices.  
           [0005]    [0005]FIG. 1 shows an overview of such a system as is currently in practice in the industry. Element  110  is John D. Public (John Doe Public), representing customers of the insurance company and people who have been injured or have had property damage by customers of the insurance companies. Such members of the public file claims either by directly approaching one of the claim centers, such as one of centers  101   a - d  (in reality, as mentioned above, there may be hundreds or even more of them) or by calling an 800 number that typically goes to one of multiple call centers  100  (only one center is shown, for clarity and simplicity). From such call centers the claims are then redistributed to the claim centers  101   a - d , typically by geography or type of coverage (i.e. Home vs. Auto etc.).  
           [0006]    This process has many shortcomings, including the following:  
           [0007]    1. it typically tries to allocate a specific number of cases to each adjustor, rather than consider the complexity of each case;  
           [0008]    2. an adjustor may receive multiple claims from the same client and as a result, may develop a relationship with the client (positive or negative) and hence no longer treat the claims objectively.  
           [0009]    3. even though a claim may originate in one geographical area, the actual damage may have occurred in a different geographical area. Therefore, simplistic geographical assignments of claims may not always be correct.  
           [0010]    The fundamental cause for such shortcomings is that when a claim is received, not all the issues and information associated with the claim are readily available. Thus, the workload distribution process may be very haphazard. Further, in addition to distributing the claims through the enterprise, there is a problem of task execution for an individual adjuster. Each adjuster might be working on 50-100 claims at the same time. Claims processing consists of a number of tasks, like collection of information from field adjusters, medical records, court papers, checking coverage, making phone calls, writing emails, etc. Presently, it is up to the adjuster to choose what tasks to perform.  
           [0011]    There is thus a need for a more efficient workload distribution process whereby tasks are allocated to various individuals within an enterprise.  
           [0012]    There is also a need for a system that will prioritize these tasks according to a set of business rules.  
         SUMMARY  
         [0013]    According to one aspect there is provided a method comprising defining rules which constrain an allocation of the task; defining constraints which constrain application of the rules; expressing the allocation of the task as a constraint satisfaction problem based on the rules and the constraints; and resolving the constraint satisfaction problem.  
           [0014]    Other features and advantages of the present invention will be apparent from the accompanying drawings, and from the detailed description, that follows below.  
       
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0015]    [0015]FIG. 1 illustrates how tasks are allocated in a prior art method; and  
         [0016]    [0016]FIG. 2 shows a block diagram of a system for allocating tasks in accordance with one embodiment of the invention.  
     
    
     DETAILED DESCRIPTION  
       [0017]    In the following description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the invention. It will be apparent, however, to one skilled in the art that the invention can be practiced without these specific details. In other instances, structures and devices are shown in block diagram form in order to avoid obscuring the invention.  
         [0018]    Reference in this specification to “one case” or “a case” means that a particular feature, structure, or characteristic described in connection with the case is included in at least one case of the invention. The appearances of the phrase “in one case” in various places in the specification are not necessarily all referring to the same case, nor are separate or alternative cases mutually exclusive of other cases. Moreover, various features are described which may be exhibited by some cases and not by others. Similarly, various requirements are described which may be requirements for some cases but not other cases.  
         [0019]    For the purposes of this specification, a “service organization” shall mean any organization that sells or renders a service including, but not limited to, financial services companies, insurance companies, telecommunication service companies, transportation companies, and retail service companies.  
         [0020]    [0020]FIG. 2 shows the same system as is shown in FIG. 1, but with a central computing system  220  added. In reality, this system  220  need not be a centralized system, but instead may be a loosely networked combination of multiple centers. In fact, most financial services companies, which includes insurance companies, has more than one center to maintain operations in times of crises, such as following a natural disaster, hostile attack, etc. However, for reasons of simplicity in this illustration of the embodiment, only one center is shown.  
         [0021]    This center  220  has access via a central computer  210  to enterprise data  211 , which contains information about all the customers of the enterprise, including types and amounts of protection and coverage, potential history of damages, etc. It also contains a rules and constraints database  212 , which contains a set of rules and constraints by which the assignment of claims is handled.  
         [0022]    RCE is a particular software instance of a rules and constraints engine, sitting in computer  210  and connected via lines  200  and  200   a - d  to the central call center as well as to local claims offices. Enterprise data system  211  may contain information about current work loads and also about customers and clients assigned presently and in the past to various adjustors.  
         [0023]    For example, should a related claim arise in the same area, the software instance could try to send the two claims to the same adjustor to simplify handling, rather than requiring that two different adjustors each learn the whole background of the case to deal with it.  
         [0024]    The rules and constraints engine, and related techniques described in co-pending applications (U.S. Ser. Nos. 09/953,701, 09/953,697 and 09/952,821) are suitable in implementing embodiments of the present invention and are incorporated herein by reference.  
         [0025]    As new laws may emerge, or as operating procedures may change, rather than having to reprogram various complex systems, all that is required is to update the rules and constraints in database  212  to change the work flow of claims management accordingly.  
         [0026]    Other examples may include rules, by which customers that have coverage above a certain amount receive a preferred service, but constraint with a enhanced supervisory scrutiny by a regional over sight center (not shown).  
         [0027]    In yet other cases, small claims may be settled over the phone, provided no payout has been made to this customer in the last 5 years. However state law in the state of that customer may require all cases up to $500 to be handled by phone. Hence there may be conflicting rules.  
         [0028]    In some cases, the system will use RCE to determine also which tasks agents have to perform, in order for the company to meet its customer commitments, legal requirements etc. That helps the company to assure not to miss any commitment deadlines, and helps manage the workforce more efficiently. This can be achieved by sending scheduling requests to an enterprise system (database of which is shown as FIG. 2 item  211 , but system itself is not shown for clarity). Alternatively, the RCE could be used to provide a scheduling system by itself, using Rules and Constraints directly to formulate one, rather than to rely on an outside package.  
         [0029]    By using a RCE to resolve potential conflicts and remove redundancies, and make sure that “must obey” are granted override to general rules, both better, faster and less expensive service can be offered. Further, it is reducing also the risk of litigation, which is an important risk/cost factor in financial services, such as insurance.  
         [0030]    The novel art of a system such as the one described in this disclosure may be used in other enterprises or service organizations, in addition to insurance companies. For example, it may be used in brokerage firms, banks, tax advisers, accounting firms or it may be used in government agencies, such as FEMA for assistance management. Further, it is to be understood that the present invention finds applicability within any service organization or enterprise that manages workflow through a central location such a call center. Examples of such service organization or enterprises include, but are not limited to insurance companies (including property, life, and medical insurance companies, etc.), telecommunications service companies (including telephone, cable, satellite television, wireless data network companies, etc.), transportation companies including (airline companies, bus companies, train companies, nationwide limousine service companies, etc.), and retail service companies such as Wal Mart, Home Depot, etc.  
         [0031]    For the purposes of this specification, a computer-readable medium includes any mechanism that provides (i.e. stores and/or transmits) information in a form readable by a machine (e.g. computer) for example, a computer-readable medium includes read-only memory (ROM); random access memory (RAM); magnetic disk storage media; optical storage media; flash memory devices; electrical, optical, acoustical or other form of propagated signals (e.g. carrier waves, infra red signals, digital signals, etc.); etc.  
         [0032]    Although the present invention has been described with reference to specific exemplary embodiments, it will be evident that the various modification and changes can be made to these embodiments without departing from the broader spirit of the invention as set forth in the claims. Accordingly, the specification and drawings are to be regarded in an illustrative sense rather than in a restrictive sense.