Using Reinforcement Learning to Optimize Responses in Care Processes: A Case Study on Aggression Incidents

Bart J. Verhoef, Xixi Lu*

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Abstract

Previous studies have used prescriptive process monitoring to find actionable policies in business processes and conducted case studies in similar domains, such as the loan application process and the traffic fine process. However, care processes tend to be more dynamic and complex. For example, at any stage of a care process, a multitude of actions is possible. In this paper, we follow the reinforcement approach and train a Markov decision process using event data from a care process. The goal was to find optimal policies for staff members when clients are displaying any type of aggressive behavior. We used the reinforcement learning algorithms Q-learning and SARSA to find optimal policies. Results showed that the policies derived from these algorithms are similar to the most frequent actions currently used but provide the staff members with a few more options in certain situations.

Original languageEnglish
Title of host publicationBusiness Process Management Workshops
Subtitle of host publicationBPM 2023 International Workshops, Utrecht, The Netherlands, September 11–15, 2023, Revised Selected Papers
EditorsJochen De Weerdt, Luise Pufahl
PublisherSpringer
Pages57-69
Number of pages13
ISBN (Print)9783031509735
DOIs
Publication statusPublished - 11 Jan 2024
EventInternational Workshops held at the 21st International Conference on Business Process Management, BPM 2023 - Utrecht, Netherlands
Duration: 11 Sept 202315 Sept 2023

Publication series

NameLecture Notes in Business Information Processing
Volume492 LNBIP
ISSN (Print)1865-1348
ISSN (Electronic)1865-1356

Conference

ConferenceInternational Workshops held at the 21st International Conference on Business Process Management, BPM 2023
Country/TerritoryNetherlands
CityUtrecht
Period11/09/2315/09/23

Keywords

  • Markov decision process
  • prescriptive process mining
  • process mining
  • process optimization
  • reinforcement learning

Fingerprint

Dive into the research topics of 'Using Reinforcement Learning to Optimize Responses in Care Processes: A Case Study on Aggression Incidents'. Together they form a unique fingerprint.

Cite this