How Generative AI can take Business Process Management to the Next Level


We have entered a new age in the world of Artificial Intelligence. Until now, machines weren’t able to demonstrate behavior that is indistinguishable from humans. But the emergence of AI has been a game changer in this space. The Gen AI models are capable of creating original content along with being able to carry on human-like conversations with users.

What is Generative AI?

Generative AI is a set of algorithms that generate realistic content like text, images, and audio using large deep learning models. Applications like OpenAI’s ChatGPT and Google’s Bard use generative AI to create human-like content, which is seemingly unrecognizable from human-generated content.

In the spirit of this blog topic, we asked ChatGPT how it would write the opening paragraph for this article, explaining the role of Generative AI in BPM. This was ChatGPT’s response:

“In today’s digital era, enterprises are constantly seeking innovative ways to streamline their operations and enhance productivity. One groundbreaking technology that holds tremendous potential in achieving this goal is Generative Artificial Intelligence (AI). By combining the power of machine learning and deep neural networks, Generative AI has the ability to revolutionize business process management (BPM) and take it to unprecedented heights. Whether it’s optimizing workflows, automating repetitive tasks, or discovering new efficiency avenues, Generative AI can level up BPM by infusing organizations with a newfound agility and competitiveness.”

Not a perfect response but impressively close to human-generated content.

As Generative AI matures, it has the potential to profoundly alter – the way companies innovate, make decisions and approach productivity.

Read more: The Role of AI-Integrated BPMS Solutions in Driving Business Success

Exploring the applications of Gen AI in BPM

Generative AI is surpassing every other technology disruption that has happened before. OpenAI’s ChatGPT amassed 100 million monthly active users within just two months of its launch. BPM cannot escape the transformative impact of Generative AI and this article will explore the impact of Gen AI on BPM including its effect on process optimization, operational efficiency, automation, and business innovation.

Transforming Process Optimization in BPM using Generative AI

Generative AI can become a game-changer for process intelligence in business process management. It can discover hidden patterns and point out inefficiencies in the process by analyzing huge amounts of historical business data. When integrated with Generative AI, BPM platforms can offer actionable business recommendations, improve resource allocation, and supercharge productivity.

Enabling Hyperautomation using BPM and Generative AI

Generative AI takes automation to new heights with its ability to execute routine tasks with high speed and accuracy. They can streamline processes like customer support, accounting, human resources, sales, marketing, and more. With Generative AI, you can empower everyone in your organization to create and summarize content for sending emails, provide personalized recommendations to customers, and create more adaptive automation solutions.

Enhancing Business Innovation through Gen AI in BPM

The trait of creativity which was previously in the realm of human abilities has been moderately replicated through Generative AI. Gen AI models can be used to conjure up new ideas, concepts, and designs within BPM platforms. This could make the process of innovation and ideation easier and open up your business to more exciting possibilities. 

Driving Better Business Efficiency through BPM and Gen AI

Leveraging Generative AI in BPM platforms can help your business streamline operations and deliver positive customer experiences. Through analysis of large and complex datasets, Generative AI algorithms can easily identify patterns for improvement, detect bottlenecks in your operations, allocate resources more effectively, and minimize human errors. From supply chain management to finance, Generative AI has the potential to deliver actionable insights, assist in business decision-making, and maximize the efficiency of business operations.

Know More: The Power of Data Analytics in Process Optimization: Leveraging Insights to Drive Business Performance

Generative AI Use Cases in Business Process Management

As we delve deeper into the transformative potential of Generative AI, it’s important to explore the practical applications of Generative AI in different business functions of BPM. The multifold impact of Generative AI will affect every department from sales and marketing to human resources and IT. Let’s now take a look at the potential use cases of Generative AI in sales, human resources, IT operations, and customer service.

Gen AI for Sales

Generative AI-enabled assistants can enhance the productivity of your sales team and help sales representatives create more personalized customer interactions. Integrated with your Customer Relationship Management (CRM) systems, Gen AI can analyze the vast volumes of customer data and use that to recommend the next interactions, flag risks, or identify optimal customer interaction so that you can close deals faster. It can also improve employee experiences for your sales team through the automatic summarization of customer account information, automated email generation from CRM data, and putting together data to help the sales team prepare for a meeting. Embedded into your sales chatbots, Gen AI-powered support bots can provide instant support to potential clients and walk them through your product and service offerings.

Gen AI for Customer Service

Delivering personalized customer service when handling a huge customer database can be challenging. Generative AI in customer service can help you solve the problem of designing tailored customer experiences at scale. Mining your Enterprise Knowledge Management systems, Gen AI can provide customer support without human intervention and engage in interactive, natural conversation with your customers. It can look up complex technical information, reference past similar cases, and suggest solutions to resolve customer queries. This can also have a huge impact on employee experience, freeing up their time to focus on complex customer queries, which will boost your overall customer service levels.

Gen AI for IT Operations

Within the field of IT Ops and DevOps, Generative AI can analyze IT incidents, suggest solutions in real time, summarize issues, and provide instantaneous support to IT operators. Through Gen AI-powered ticketing, your IT teams can drastically improve incident response and open up time for IT operators to focus on complex IT issues. The ability of Generative AI to detect patterns can be used to explore potential issues and engage in proactive issue resolution. Gen AI can also conduct predictive maintenance through analysis of historical data and calculate whether a system failure is imminent. This can help avoid IT system downtime situations and escape the costly consequences of downtime.

Gen AI for Human Resources

HR professionals can leverage Generative AI to assist with creative tasks like creating interview questionnaires for assessment. With the help of Gen AI, HR executives craft questions that are relevant to specific job functions and also add targeted questions on your industry and company values. Besides automation of routine HR functions, Gen AI can revolutionize HR operations by providing self-service HR functions to your employees. Gen AI models can automate interactions including onboarding new employees and answering questions about company laws and policies or employment regulations. With its ability to process unstructured data, Generative AI can enable interconnected use cases in developing new career pathways, talent assessment, and learning and development at your organization.

Read More: Unleashing the Analytics Revolution in BPM: Data-Driven Decision-Making Takes Center Stage

Final Thoughts on Generative AI and BPM

Enterprises cannot afford to ignore the potential of Generative AI to revolutionize BPM processes. The applications discussed in this article are just the tip of the iceberg and are already delivering substantial improvements in the way businesses operate. As Generative AI continues to mature, it will undoubtedly play an increasingly crucial role in streamlining operations, optimizing resources, and fostering innovation across various industries. By embracing Generative AI in your BPM strategies, your organization can unlock new levels of agility, competitiveness, and productivity, enabling you to stay ahead in today’s fast-paced digital landscape. 

Frequently Asked Questions

EOSGlobe is a leading business process management organisation that strives to provide high quality services focusing on exceptional customer experience and digital technological innovation. EOSGlobe is committed to becoming a value-driven organisation with the highest standard of services to their customers. With an exceptional team having rich domain expertise and robust digital solutions, helps businesses to transform their futuristic goals into reality. It aims for strategic partnerships with its global clientele to build a culture of innovation and business transformation at cost effective rates and with more productivity.

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