Towards the Integration of Conversational Agents Through a Social Media Platform to Enhance the Agility of BPM

Abstract

Business Processes enable collaboration among various stakeholders, allowing different groups (people, organizations) to work together to achieve common goals. Therefore, optimizing Business Process Management (BPM) is essential for organizational success in today’s dynamic business environment. However, traditional BPM methods often struggle in volatile execution environments characterized by rapid change, dynamic customer demands, and evolving market trends. Innovative strategies are needed to enhance BPM practices and increase the agility of collaborative business processes. To this end, a particularly promising approach is to use Large Language Models (LLM) agents (Artificial Intelligence conversational agents). These AI conversational agents can be integrated into a social media platform to ease the stakeholders’ collaboration by supporting the co-construction, design, modification, execution, and monitoring of collaborative business processes. AI conversational agents in social media platforms democratize BPM by facilitating collaborative process design and execution, streamlining interactions, and fostering seamless communication and personalized assistance, thus enhancing agility.