Generative AI
Futureproof business process management: Embrace AI for a transformative shift
Imagine a world where AI doesn't just assist but leads the charge in Business Process Management (BPM). This isn't science fiction; it's the future unfolding before our eyes. Leading IT companies are at the forefront of this revolution, leveraging AI to not just refine current operations but to pave the way for a future where AI sits at the heart of BPM. The time to embrace this transformative shift is now, as businesses that integrate AI into their BPM will gain a significant competitive edge.
AI today: The silent partner in BPM
Currently, AI primarily supports BPM by acting as an extension of human capabilities, streamlining processes, and boosting efficiency without displacing human involvement. For instance, domain consultants and trainers use AI to analyse historical process data, pinpoint bottlenecks, and suggest optimizations, resulting in significant efficiency gains and a happier workforce.
The current BPM model prioritises human-centric operations with AI acting as a valuable assistant. Success is typically measured using Service Level Agreements (SLAs), emphasising adherence to pre-defined service standards. The focus areas are primarily on automation and value addition through AI-powered tools.
Tomorrow's BPM: AI takes the lead
As we peer into the future, a distinct shift towards "AI-first" operations emerges. This model redefines the relationship between humans and AI. Here, AI doesn't merely support humans; it becomes the conductor, while humans take on the role of refining and optimising AI solutions. This shift marks a proactive approach to BPM, where AI drives process design and decision-making.
AI will take the lead in designing processes, making data-driven decisions, and empowering human experts with intelligent assistants. This future promises a landscape of unparalleled efficiency, reduced bias in decision-making, and a more strategic role for humans. The operating model transforms as humans become responsible for managing exceptions, while AI handles standard operations. Additionally, metrics evolve beyond the confines of SLAs to encompass value creation, trust, and the ability to withstand unforeseen disruptions.
Redefining work with AI
The "AI-first" BPM model envisions a completely reimagined work environment. AI takes charge of designing inherently resilient processes, with exception handling built directly into the design. Decisions that were once manual and susceptible to human bias are now made by generative AI, leveraging data-driven insights. Human experts transition from co-pilots alongside digital tools to strategic overseers of AI solutions.
The current BPM model relies on human SMEs collaborating with digital tools. The new BPM model, however, empowers these SMEs with advanced digital co-pilots, including generative AI assistants. Roles within businesses also undergo significant change. Today, SMEs, that is, process SMEs, domain consultants, trainers, and specialists are supported by digital tools.
New roles in the AI-first with human in the loop paradigm
As AI tools become more accessible, we're seeing new job opportunities emerge. Prompt engineers will develop and fine-tune AI prompts for optimal performance, while AI auditors monitor and evaluate systems for compliance and accuracy. AI ethical managers will oversee ethical considerations, ensuring AI-driven decisions are fair, transparent, and unbiased.
Responsible AI: The ethical backbone
Central to the evolution of BPM is the concept of "Responsible AI"—the idea of developing and deploying AI systems with ethical considerations and compliance at the forefront. As BPM embraces AI, establishing a foundation of trust and transparency becomes paramount. Responsible AI goes beyond merely meeting regulatory requirements; it's about fostering trust with all stakeholders, including customers, employees, and partners. This involves careful consideration of potential biases that may be present in AI algorithms and ensuring that AI-driven decisions are fair, transparent, and explainable.
Responsible AI requires proactively identifying and mitigating biases within AI systems, ensuring decisions are not only efficient but also ethical and trustworthy. This commitment is crucial for maintaining stakeholder trust and achieving long-term success in the AI-powered BPM landscape.
We hope you now have some insight into how AI is reshaping BPM today and the exciting possibilities that lie ahead as AI takes the reins. Here is a glimpse of what’s possible. A cutting-edge Gen AI application that empowers agents globally to streamline their work processes is an actual example showcasing the benefits from a client perspective, with a remarkable 50% reduction in agent stabilisation time. Agents enhance their efficiency through intuitive question-based interactions guided by standard operating procedures. The application, designed to learn and adapt continually to provide optimal outcomes, is poised to revolutionise how agents onboard, learn, and excel in their roles. Operational efficiency, speed to value, and project agility will improve significantly by leveraging emerging AI technologies.
The future of BPM is about more than efficiency—it's about innovation, agility, and ethical leadership. Embracing AI now positions your business at the forefront of tomorrow's technological revolution. The journey towards an AI-first BPM model is not just a goal but a pressing necessity. Begin your transformation today and lead the way into the future.