Business process management (BPM) has always been fenced in by the limitations of the latest technology. Even as new technologies such as automation and low-code development created new efficiencies and capabilities for organizations, the overall agility and flexibility that companies could achieve was fixed.
But those technologies have made great strides in recent years, and it has led to BPM undergoing innovation and transformation in many different directions all at once. Not surprisingly, businesses are more eager than ever to adopt BPM to enhance their own operations and provide better service and experiences to their customer bases.
In 2020 and beyond, a new generation of business technology is charting a new course for business process management and creating even more potential value for its adopters. Here’s a look at five trends that can have a direct impact on your own company’s success.
1. Machine Learning Shapes and Expands Process Automation
Automation’s potential applications in process management have been greatly expanded through the use of machine learning to support complex decisioning within a given task.
Automation has always offered value in collecting and transferring data, managing workflows based on if/then logic, and routing assignments and tasks to the relevant personnel based on simple criteria. Machine learning takes these applications much further, allowing data discrepancies and errors to be sorted out through automation and enabling a greater number of complex customer service inquiries to be resolved without turning to a human representative.
Image recognition, transcription, and predictive modeling are just some of the other ways machine learning can be used to automate tasks that previously required a human worker. This helps organizations reduce overall FTEs while applying human capital to more important tasks.
