DefinePK

Abstract

The optimization of call center operations and the enhancement of customer service are greatly supported by predictive business process monitoring. Traditional methods often overlook valuable multimodal data, such as conversations occurring in contact centers, because they typically rely on sequence data from business IT systems. This limitation hinders a complete understanding of business processes. In this study, we introduce a unique time-aware LSTM-based framework for predictive business process monitoring, which leverages both IT system data and dialogue data from contact centers. Our approach combines multiple data sources to improve the accuracy of forecasting ongoing business activities. To address challenges related to multi-task learning and to better utilize the rich information embedded in various data types, we propose a heterogeneous multi-task learning architecture called Heterogeneous Multi-gate Mixture-of-Experts (H-MMoE). Experimental results show that our method outperforms established baseline models such as Transformer, CNN, and standard LSTM. These findings demonstrate the potential of time-aware LSTM models to improve process monitoring, optimize workflows, and drive operational success in call center environments.