The business process management, or BPM, has a lengthy history of aiding enterprises with their process engineering and digital transformation endeavors. Now, BPM is experiencing a surge in AI support.
“AI technology is rapidly advancing, making it possible to develop more sophisticated and effective AI-powered process discovery and automation solutions,” commented Jeff Springer, principal consultant at data and analytics consultancy DAS42. Springer added that these advancements are due to the increasing availability of data from various sources such as enterprise systems, sensors and social media, leading to larger scale AI deployments. For example, developments in deep learning algorithms enable AI systems to learn from data and identify patterns that would be challenging for humans to identify.
AI is transforming BPM by finding various applications, from enhancing front-office processes to analyzing process data to mapping business processes to exploiting generative AI process modeling capabilities. In front-office processes, AI deployments are doing tasks such as driving sales, increasing customer satisfaction, and improving employee engagements. Furthermore, AI is being fused with object-centric process mining to better comprehend and oversee business processes.
AI is also being utilized to analyze and extract data from customer documents, enrich data insights, provide low-code/no-code development, and conduct work network analysis through graph theory and digital twins. Machine learning is automating business process mapping and analysis, and NLP is enabling chatbots and virtual assistants in BPM systems.
The application of AI in BPM offers several benefits such as identifying and automating repetitive tasks, routing customers to the right department, providing real-time assistance to agents and analyzing data to identify customer sentiment, trends, and patterns.
However, deploying AI in BPM applications also comes with challenges, risks, and ethical concerns, including lack of consensus, generative AI’s weaknesses, data quality, new data risks, lack of skilled workers, fear of job displacement, and ethical issues.
George Lawton is a journalist based in London who has written more than 3,000 stories about a wide range of topics over the past 30 years.
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