Post on 31-Jan-2022
The Future of Process Automation
Saikat Ray, Senior Director, Gartner
Jakob Freund, CEO & Co-Founder, Camunda
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Digital Business Platform is Tablestakes for Customers
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Different Approaches Needed at Each Level for Hyperautomation
Customer Experiences
Knowledge Work
Adaptive and Evolving
Cases and Content
Micro Processes
Dynamically Bound
Transactions
Outcomes
Dynamic Channel HoppingCustomers
Customer Journeys and Personas
ERP
CRM
HR
Integrate Across Systems of Record
Fixed and Static
Processes and Rules
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Building Blocks of Hyperautomation
Customer Experiences
Knowledge Work
Case Management
Document Management
iBPMS
Decision Modeling
Attended RPA
Chatbots
Machine Learning
DMN
Transactions
Web and Mobile Portal
Chatbots and Voice Assistants
Event-Driven iBPMS
Custom-Made Customer Apps
Hybrid Integration Platform (HIP)
Unattended RPA
iBPMS
Business Rules
Complex end-to-end processes often have multiple vendors and systems to
integrate, orchestrate, manage and analyze. How should automation teams
address this challenge?
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Hyperautomation in Real Life – RPA, OCR, ML and BPM
Case Received
• Intelligent BPM Suite (iBPMS) picks up case
• RPA gathers data from legacy systems
• OCR extracts request context from notes
Preparation
• Decision management tooling used to identify citizen request/needs
• Decision models assess relevant social services policies
• Prepares policy payload and supporting reasoning
• Calculates results and implications
Assessment
• iBPMS presents data to case worker (first touch by a human)
• Worker reviews and refines result
• Customizes response to citizen
• May refer case for fraud assessment
Action Changes
• iBPMS calls RPA to update legacy systems
• Communication to citizen
• Machine learning used to capture and refine policy selection
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Business Process Automation Spectrum
Fully
Automated
Intelligent
Autonomous
Human
Process
Routine
Process
Standardized
Rule Based
Dynamic
Adaptive
Structured
Data
Semistructured
Data
Unstructured
Data
Task
Automation
Robotic Process
Automation
Process Discovery,
Orchestration and Optimization
Intelligent Business Process
Management Suites
System Automation via API integration
Integration Platform as a Service
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Decision Path to Narrow Down Your Choices
Every organization could have its own decision paths depending on its unique process automation needs.
Application leaders will need to expand and modify their unique decision paths based on ever-changing organizational requirements.
Automation of Business Processes?
Integrate with disparate systems
to automate?
RPA RPA and IPaaS
Yes NoOrchestrate processes with task automation?
iBPMS and RPA
Requires multiple integrations?
Yes No
No YesRequires multiple integration faster?
Packaged systems (ERP, CRM)
iBPMSiBPMS and
iPaaS
NoYes
Satisfies RPA selection criteria?
No YesYes No
NoIs the priority to automate
routine human tasks faster?
Yes
Is the priority to discover, design and orchestrate
processes?NoYes
Is traditional integration faster
and cheaper?
iPaaSTraditional integration
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Plan the JOURNEY – Be Smart where You Start
RPA
Process Discovery
NLP
OCR
Process Mining
iPaaS
Machine Learning
Chatbots/Voice Bots
iBPMS
Low-Code
Choose
Automation Tools
3
Enhance
Assess/ Right-size
Industrialize and scale
Re-Design the
Process
2
Define the Desired
Business Outcome
1
Revenue
Costs
Risks
How has the Intelligent Business Process Management Software (iBPMS)
market evolved in the last few years?
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