How Do You See the Relationship and Interplay Between AI and BPM in the next Few Years?


There is an interesting thread started by Peter Schooff @ BPM.COM Forum – click here

Some really nice thoughts and comments/links.

My Thoughts:

MyPoV : How Do You See the Relationship and Interplay Between AI and BPM in the next Few Years?

The state we are in the BPM (Business Process Management) roadmap, was not realized overnight. It is getting enriched day-by-day by rattling with BPM in the enterprise playground with experience, learning, implementations, failures, scenarios and tagging along mushrooming disruptive technology trends. BPM with its inception as a process modeler/development /integration/orchestration/BAM etc. has matured as an enterprise wide platform to meet [more or less] the enterprise demands of transformation/mobility/decisioning/ACM/next best actions/mobility/social/analytics etc.

The same holds good for AI/Cognitive Computing. AI (“Artificial Intelligence”) is undoubtedly the “Nirvana” state which every enterprise/organization is trying to achieve as the final destination. But it does not happen over a blink of an eye, instead it is an evolving journey.

The journey to AI can be broadly classified as:

BASIC COMPUTING [scripts + repetitive steps in a single application]

ENHANCED COMPUTING [rpa + monotonous repititive job across applications]

COGNITIVE COMPUTING [machine learning + analytics]

  • Basic Automation :
    • Human with tools | structured data sets | Goal: Labor Efficiency
  • Robotic Process Automation [RPA] :
    • Human augmented with Robots | unstructured + patterned data sets | No Decisioning (targeted for Head Down Workers) | Goal: Labor Efficiency
  • Autonomics :
    • Robots augmented with humans | unstructured + patterned data sets | Goal: Labor Elimination
  • Cognitive Computing :
    • End to end robots with human oversight | unstructured + NO patterned data sets (targeted for Knowledge Workers) | Goal: Labor Elimination
  • Artificial Intelligence – AI :
    •  Fully automated with NO human involvement | unstructured + NO patterned data sets  (targeted for Knowledge Workers) | Goal: Labor Elimination

When we talk about the relationship and interplay between BPM & AI in next few years, the targeted enterprise audience is presumed to have matured over “enhanced computing” and addressed/identified all the underlying challenges w.r.t. monotonous manual intensive repetitive jobs/activities.

ai_bpm

Some of the interesting use cases that enterprises can adopt based on the BPM + AI/Cognitive Computing duo are:

  • General
    • Developing Self-Healing Processes [process optimization, exceptions and anomalies that are resurfaced during execution being auto corrected based on the past resolution steps → analytics & machine learning driven]
    • Evidence based learning – data driven
    • Adaptive and Predictive analytics + Past scenario based Actions [Machine Learning] for decisioning
    • Virtual workforce controlled by Business Operation Teams
    • Handwriting to Text or Speech (Identification & Learning Graphology Techniques)
    • Debugging, Troubleshooting and Solution Wizard
    • Text & Mail categorization/recommendation
    • Support Issues and enriching KeDBs (Knowledge Error Databases)
    • Self-Driving Cars – by building artificial intelligence and algorithms
    • Image Processing
  • Banking / Retail / Telecommunication
    • Identifying Prospective Customers and Partners
    • Satisfactory index of the Customer (based on relationship, transaction, marketing campaign etc.)
    • Fraud, Waste and Abuse of Claims
    • Forecasted Credit Risk and credibility of the customer
    • Effectiveness of a Marketing Campaign
      • Eg: How many accepted the offer and how many rejected it. Any decisive factors leading to acceptance.
    • Cross Selling and Recommendations
      • Eg: Ecommerce sites : People who purchased this product also purchased this
    • Contact Center (helps the CSR to engage the customer during the call with the relevant data)
      • Eg: We have seen that you have ordered the cheque books to a separate address (different from the registered address) – would you like to change your Address Details
  • Healthcare & Life sciences
    • Scanning & Screening –  Biometrics
    • Drug Discovery based on the component mix
    • Diagnosis and remediation based on the Symptoms, Patient Record and Lab Reports
    • AECP – Adverse Event Case Processing Scenarios based on drug, patient, geo, climatic conditions, past history, food intake etc.
  • Security
    • Handwriting / Signature / Fingerprint / Iris / Retina Verification
    • Face Recognition
    • DNA Pattern Matching
  • ….and many more

Definitely, there are concerns in adopting the Artificial Intelligence on the Day-1 [it may not be a cake walk]. There are lot of factors that are getting disturbed from our traditional paths, and it is only a matter of time for the thoughts to sink , the dust around the buzz to settle down and most importantly GETTING the CONFIDENCE of RELYING BLIND-FOLDED on a MACHINE/ROBOT.

To cite a few scenarios: Are we comfortable and confident enough to sit in a driverless car or airplane? Or are we fine as a financial institution to manage all our high-profile privileged customers based on an algorithm? May be / May be NOT always.

To summarize,

  • it becomes crucial from organizations to define the a bucket or business scenarios which can be an eligible candidate for BPM/Process & AI – avoiding RISKS that can have catastrophic effect on the customers/organization. To be precise, the RISK of Loss should not be more than the investment on AI.
  • time and exhaustive scenarios are the key factors that will enrich the intelligence of the system based on real time transactions good[favorable] or bad[un-favorable] – is the business prepared for the same?
  • it is important to have a balance between the enhanced customer experience and the operational cost reduction with virtual workforce

The business benefits that Enterprises can reap by augmenting BPM with Artificial Intelligence are:

  • Reduced Operation Cost
  • Elevated Customer Satisfaction / Experience
    • Right Product to the Right Customer at the Right Time via the Right Preferred Channel
  • Reduce Customer Churn
  • Personalization through Prediction and Intelligence
  • Increased Workforce Productivity
  • Help organizations unlock the value of the wealth of data they have in-house
  • Close the gap with the new online providers by offering real-time decisions

New terminologies like SPA [‘Smart Process Automation] are also coined, considering the process and cognitive computing/AI duo. Enabling the Process to select the best performing algorithm on the fly.

What is your take – How Do You See the Relationship and Interplay Between AI and BPM in the next Few Years?

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Happy Learning :) 

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Pega BPM Acquisitions


Pega BPM Acquisitions
With Changing Times: The BPM Product Stack Offerings have matured, enriched and also increased the size of the Installable Packages by few GBs🙂

Pega_Acquisitions_v2.jpg
Reference Image Sources:

[Disclaimer: The intent of using these images is just for reference to showcase the acquisition journey. Please do post and send me your inputs in case of any concerns]

Happy Learning!!🙂

Modernization vs Digitalization


We come across the two words very frequently these days:

  • Modernization &
  • Digitalization

A curious question always arises – Are they both same? …Ahh …Not really!

MvsD

To summarize with an analogy: 

  • Modernization is something like getting a Bike(2-wheeler) for a living than using a public transport[bus/metro] on a daily basis. Driving Force is Necessity
    • [can’t avoid hassle, not independent, dependency on transport timings, time consuming with multiple unavoidable stops/stations, affected by public holidays, always stick to transport timings – can’t move as & when]
    • Capture Better Data from the System
  • Digitalization is something like getting a Car(4-wheeler) for a living than using a 2 wheeler on a daily basis. Driving Force is Luxury
    • [painful to drive long distance on a bike, can accompany only 1 member/friend, cant avoid rain or bad weather, wear extra helmet ]
    • Analyse Data & put to use with next best actions + decisioning

Having said that – both [Modern+Digital]ization play a very crucial for every business to leap forward in their journey to attain great heights. Most of the time these path breaker steps help industries to reduce Operational Expenditures, Streamline Process and importantly have better reach & GoToMarket Solutions with RoI.

Please feel free to comment and share your thoughts and inputs on the Modernization vs Digitalization

Reference:

Happy Learning!!🙂

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Uberization Of Retail Banking


  • The Banking & the Financial services industry is the widely and wildly conquered sector where digitization and automation has been enabled to the max by IT.
  • But in recent times, with the advancement of technology and innovations, it is important for the Banking industry to explore, pace up, transform, innovate, re-think and live in the present.
  • The technology adoption and re-incarnation of business strategy/priorities to serve the customers will definitely play a crucial role in the Bank’s journey in making it stand tall and strong in the crowd (as a differentiator).

Keep Reading, Keep Researching & Keep Blogging!!

Happy Learning!!🙂

Image Source | Image Link1

Top Banking Trends & Predictions


The Banking & the Financial services industry is the widely and wildly conquered sector where digitization and automation has been enabled to the max by IT. But in recent times, with the advancement of technology and innovations, it is important for the Banking industry to explore, pace up, transform, innovate, re-think and live in the present. The technology adoption and re-incarnation of business strategy/priorities to serve the customers will definitely play a crucial role in the Bank’s journey in making it stand tall n strong in the crowd (as a differentiator).

A nice read article on “Top Retail Banking Trends & Predictions“.

Key Highlights :

  1. ID-100276203The ‘Platformification’ of Banking
  2. Removing Friction from the Customer Journey
  3. Making Big Data Actionable
  4. Introduction of ‘Optichannel’ Delivery
  5. Expansion of Digital Payments
  6. Executing on Innovation
  7. Exploring Advanced Technologies
  8. Emergence of a New Breeds of Banks
  9. Mining New Talent
  10. Responding to Regulatory and Rate Changes

few additions …

  • Next-Gen Customer Experience by including
    • omni-channel
    • wearable device adoption
    • analysis driven Next Best Actions
    • ..and many more
  • Developing Customer Centric Applications (primarily self service enabled)
  • Welcome & Leverage Open Source Stacks (OSS)
  • Crowd-Sourcing Initiatives (loan, mortgage, risk management etc)
  • Blockchain technology making the financial system more decentralized
  • Emergence of Banking Market Apps
  • Robot Advisers that stop you from making unsound financial choices, in real time – Customer Assist
  • Establishment of Banking Innovation Labs
  • Beacon Technology Adoption
  • Heat-Map Technology  – Identifying right customer for the right product at the right time
  • Automated Appointment/Scheduling/Token Management – helps avoiding unexpected crowd and long queues
  • Battling with mushrooming Mobile Wallets
  • DevOps driven CI/CD in IT – for streamlining Release Management
  • Streamlining Operations in IT with Robotic Automation / Machine Learning techniques

Interesting Read Articles: 

What are your top trends & predictions in the retail banking space?

Happy Learning!!🙂

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What IT Development from 2015 Will Have the Biggest Impact on BPM?


There is an interesting thread started by Peter Schooff @ BPM.COM Forum – click here

Some really nice thoughts and comments/links.

My Thoughts:

MyPoV : What IT Development from 2015 Will Have the Biggest Impact on BPM?

Here is a quick BPM Roundup for 2015 – Impact, Learning & Takeaways:

In addition to constructive debate over designing better processes, process mining, structured/unstructured process, ACM/DCM (Adaptive/Dynamic Case Management), BPM vs Case Management, BPM Success Fail ratio, RoI, Dos/Don’ts, Good to Have/Must Have etc etc – which will continue for years to come, as long as we are rattling in the BPM space🙂 – a few additions are :

  • BPM + (Nexus of Forces) – Matured
    • SMAC or the Nexus of Forces as termed by Gartner were definitely some of the key highlights of 2015 from an in-depth Product Offering, implementation across different industry verticals & importantly Case Studies. The terms which were mere buzz words or myths earlier, became reality and maturity was showcased in terms great customer stories.
      • Social : Organizations have opened up with the adoption of SOCIAL and leveraging it for better customer experience inline with strategy/vision
      • Mobility : This is no more a Good to Have. In has become a MUST HAVE in most cases. Nice to see offering on Hybrid and Native App capabilities by Vendors
      • Analytics : Better Maturity in terms of Decision Strategy and Next Best Action. Real time usage of BigData & events
      • Cloud : Breaking the barrier of security and data concerns and welcoming Cloud (BPM PaaS)Adoption across Financial, Government and Healthcare industries (where we had hiccups earlier concerning security)
  • BPM + (Better CX/UX)
    • Stress and Focus on better UI, UX and CX – nextGenUI  (this has always been and will always continue to be in the top of the list for years to come)
    • Good to see some of the vendors offering the nextGen UIs & Omni-channel experience. Coming out of the traditional boundaries and building a UI with the limitations/offerings of the BPM stack.
  • BPM + (Device & Wearables)/IoT
    • Google Glass, iBeacons, Drones, wearables etc. to name a few stole the show in a few BPM events with a great pitch
    • This will be a never ending exercise with new devices getting mushroomed every day🙂
    • Baby steps like there will definitely harness technology, build confidence and create a roadmap for envisioning the Connected Cars/M2M/Smart Homes etc.
  • BPM + (Contact Center Modernization [CRM]) – BPM Enabled BPO
    • This year also marked a lot of showcase and offerings on making the Contact Center Journey Better, Richer and Flexible
    • A BPM enabled Customer centric process development approach – overcoming the boundaries of traditional CRM offerings
  • BPM + (Apps Market)
    • Major BPM Vendors shifting focus on Process Apps and defining an App Market Strategy
    • Interesting to watch-out in future
  • BPM + (Digitalization)
    • Foundation for the Digital Journey has been set (BPM Reborn Digital)
    • Everyone has an interesting perspective about Digitization at this point in time (thinking beyond boundaries) and will definitely mature over time
    • Many interesting initiatives across the industries for enhancing Customer Experience with a Digital touch
  • BPM + (Open Source Stack)
    • There has been great interest in customers for evaluating and adopting Open Source BPM Stacks for enterprise needs(which was comparatively less in the past). This is great step forward.
    • No more a “Nay” for Open Source BPM Stacks at enterprise scale. Good to see enterprises evaluating it.
  • BPM + (Automation)
    • BPM and Automation have always been prevalent(in bits and pieces) and had a great impact on business in streamlining it and avoiding monotonous/redundant activities
    • It is getting wrapped with Data, analytics, Machine Learning, rich algorithms built by Data Scientists etc. as Robotic Automation or Cognitive Computing
    • Year 2015, just had a preview/trailer of it – hope there is lot more in store in 2016
  • BPM + (APIs or Microservices)
    • 2015 also witnessed the rapid adoption of APIs (APIfication of Business)
    • This will be helpful for an enterprise scale BPM implementation where in the data parsing, transformation or conversion can be offloaded to the API layer (reducing the load on BPM)
    • Additionally this will a great step for building Market App propositions and building omni channel experience.
  • BPM + (Innovation & Disruptive Technologies)
    • Focus on disruptive technologies without getting disrupted
    • In addition, Design Thinking, Continuous Delivery, DevOps etc.
    • Based on the grounds covered this year, More to witness in the year ahead
    • This will be an interesting space to watch-out!!
  • BPM + (Zero Code / Low Code)
    • This year also embarked a buzz of Zero Code BPM as the future and Lean BPM
    • Personally speaking – did not see much impact and noise on this proposition. Zero code BPM is a hypothetical state. In real time scenarios dealing with dynamic requirements, customers and scenarios – Zero Code is very hard to achieve. We also come across customization and tailoring of features to meet the customer requirements.
    • Looking forward to see some real customer stories and what this proposition has to offer in the year ahead

On a lighter note :

  • we will see the Size of Product Installable Dump getting increased by few Gigs(gb) next year. This has been the reality in the past and is something we will keep witnessing in years to come – with no questions asked🙂

Please do correct me with your inputs and do share your point of view on the incredible Technology Journey we had this year and what in your opinion were the key takeaways, trend-setter and foundation stone for the years to come in the BPM Space.

Looking forwards to play around with some great innovation, disruptive technology and learning in the year ahead than getting disrupted!!🙂

Happy Learning🙂

Image Source

What Are Your BPM Predictions for 2016?


There is an interesting thread started by Peter Schooff @ BPM.COM Forum – click here

Some really nice thoughts and comments/links.

My Thoughts:

MyPoV : Thinking loud on the Predictions for BPM 2016:

  • MUST HAVE : BETTER BPM – an understanding & setting principles right
    • define, design & develop better processes
  • BPM + Better Customer Experience Strategies and Innovations
  • BPM + Real-Time Analytics
    • been there in 2015 list – but still think it has to be harnessed and leveraged in a better way
  • BPM & DevOps
    • automation, continuous integration, release management and provisioning made easy
  • BPM & IoT
    • better strategies to exploit data and use it for improvising customer experience
  • BPM & APIs / Micro services
    • This will be an exercise not just for new applications but also for existing applications to visualize and identify services and reusable components that can be built leveraging a API / Microservices layer
    • Helpful for existing applications buried under multiple steps of custom codes or parsing logic or data transformation(request/response)
      • This can be offloaded to the API layer – based on eligibility criteria
  • BPM & Digital – BPM ReBorn Digital with Disruptive Technologies & Gadgets/Wearables
    • Digitization of Application enhancing Customer Experience.
    • It can be an amalgamation of all the trends and technologies
  • BPM & Machine Learning
    • Leveraging Robotic Automation Techniques
    • Very much helpful for upcoming and ongoing projects
    • Maintenance of an application with monotonous, manual and redundant steps is always a pain area

Whats your take ??  – What Are Your BPM Predictions for 2016?

 

Happy Reading!!🙂

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BPM Predictions 2016

BPM Predictions 2016

BPM Predictions 2016

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