From automation to autonomy: Streamlining processes with BPM

Generative AI

The possibilities for enhancing BPM with generative AI capabilities such as ChatGPT are limitless. In most instances, these applications redouble the automation engendered by these platforms, expanding their ease and accessibility to an ever broader userbase. “We’re working on building out generative AI capability in our environment, starting with the use case of text to flow,” Huang disclosed. “If you could just text ServiceNow and have ServiceNow turn that into a workflow, that would be something that would be a very interesting and highly productive outcome for a generative AI use case.”

One of the advantages of employing ChatGPT is that it effectively presents the vast material—and knowledge—on the internet to the enterprise. Harnessing this information through BPM could yield several opportunities for the customers of savvy BPM vendors. Here are a few potential use cases:

♦ Recommendations: ChatGPT capabilities could recommend everything from names of steps in workflows to specific stages in them. Users could “modify the suggestions that come through generative AI as a starting point, but also leverage those to modify your applications based on your needs,” Abdulla said.

♦ Help Desk Functionality: With the vast knowledge on the web at their disposal, BPM systems with ChatGPT could assist users in situations in which “if you’re building an application and a workflow and you get stuck, instead of reading documentation, you could simply ask a question,” Abdulla added.

♦ Operational Insights: Generative AI also has the potential to evince insights into operations with a facility that surpasses that of other approaches. “It can predict what is going to happen,” Abdulla noted. “Will this case go to a special investigator? Is this claim going to end up over such and such an amount?”

An Autonomous Enterprise

At the very least, the prowess of generative AI magnifies the low-code/no-code proposition across departments, organizations, and verticals. Generative AI fortifies automation that characterizes BPM in general. It may very well cross the threshold to supplying knowledge systems with a degree of autonomy in which humans become supervisors to monitor and maintain progress. Abdulla referenced this phenomenon as “the road to the autonomous enterprise. It’s the idea of a self-optimizing business really applying AI and automation to decisions about operations and services across an organization.”

With all of the automation currently supported by BPM showing no signs of abating and an enlarging amount of cognitive computing capabilities seeping into the core of business processes, it could very well happen.