How to craft a smart business process with the help AI and generative AI

There is a need of boosting the process efficiency with the trend of game changing generative AI.

Business processes are very essential for any organization. If not designed and developed properly, they will have an overhead of process management. This can also increase the financial cost due to tighter SLAs and pressure from management. There would always be extreme pressure on people managing the business processes.

Let's take an example of the Claim Management process. When the number of claims increases, Claim Managers will face overhead, and they will start struggling if the process is entirely people-centric. This may lead to the thought of boosting the efficiency of the business process so that everybody is happy. Users can get their claims settled quickly, process makers will receive the claims they can work on, and process checkers will only get escalated claims.

I am contemplating a thought process to reduce the overhead of Process checkers, in which comments from Makers can dynamically guide the routing of the process. When a Maker initiates and works on a claim, they provide a comment. This comment can be passed to an AI system, which can determine the type of claim specialist it should be directed to. In this scenario, the Maker's responsibility would be to provide relevant comments while engaging with a business process. Subsequently, the system would make routing decisions based on the comments provided, thereby directing the flow of the business process. This allows us to route the flow to specialists who are equipped to handle that specific type of claim.