Mapping Textual Feedback to Process Model Elements

Abstract

In this paper, we have proposed novel concept of mapping natural language customer feedback text to relevant business process model elements. Customer feedback mapped over business process model will provide augmented business process having customer perception. More specifically, in this work, we have proposed systematic approach for mapping feedback comment to relevant process model elements which comprises a)process model generation, b) preparation of real-world customer feedback corpus, c) BPRI framework based mapping guidelines and d) first novel human annotated customer feedback process model element mapping dataset. We have evaluated the effectiveness of six traditional text similarity measures for automatic mapping of customer feedback to process model elements. Based on the results, we concluded that automatic mapping identification is challenging task as six traditional similarity measures resulted zero recall score.