AI analytics is set to shake up business process management (BPM). BPM helps organisations use their resources well, automate dull manual tasks and keep improving their processes. It also enables self-service through business intelligence. Traditionally, BPM focused on cutting costs and automating processes. Today, however, digital transformation has shifted the focus towards better customer service.
As AI becomes more common, businesses are asking a new question. Could AI chatbots inside BPM tools optimise work even further? They could remove human error from processes and improve service at the same time.
Rob Koplowitz of Forrester describes BPM as going through an extreme makeover. Here are the areas where it will change.
AI analytics will optimise processes
AI has taken process management to the next level. Organisations now get more than raw data. They get clear guidance and a breakdown of the analysis. As a result, they can redesign processes and use resources better. Businesses can also use these predictions to plan their next move.
Organising unstructured data
BPM handles structured work well. It supports linear flows, predictable events, decision points and data validation. However, unstructured data is often unpredictable, so it gets neglected. AI bridges this gap with natural language processing (NLP). It analyses opinions and sentiment, which helps organisations refine and organise their unstructured data.
Better customer experience
At first, companies adopted AI in BPM mainly to save money. Now the focus has moved to customer experience. Combining AI and BPM opens new room for ongoing improvement in customer-facing tools. In turn, automated tasks become easier to handle and process.
The bottom line
Organisations are adopting AI to improve efficiency and quality of work over time. AI chatbots are also easy to add to business processes. That ease has changed how organisations see their process models. It helps them build an ecosystem that drives positive results in a fast-moving world.
Want to see this in action? Read how workbots boost manufacturing process efficiency, or explore AI-driven process transformation for business growth.