Digital transformation is a modern business essential. At CamundaCon New York, 2024, Bhupesh Naik (AVP, AI, and automation strategic business head at Camunda platinum partner Infosys) delivered his insightful presentation “AI as the Next UI—Driving Intelligent Straight Through Processing Using Camunda.”
A Camunda partner since 2019, Infosys is a next-gen digital and technology services firm and innovator. They provide their global enterprise clients with streamlined process orchestration and automation, encompassing process design, execution, and ongoing improvement. With a storied history stretching over two decades, the global tech giant is working with Camunda to revolutionize how businesses operate and engage with their customers.
Bhupesh’s demonstration shows Infosys’s commitment to innovation, highlighting the amalgamation of Camunda’s process orchestration and automation platform into the company’s service offerings. Focusing on large strategic customers, including Fortune 1000 and 2000 companies, Infosys has been dedicated to improving the customer journey by leveraging the power of Camunda and artificial intelligence (AI).
A legacy transformed
Infosys’s journey with Camunda began with the need to overhaul a client’s antiquated process automation system, which dated back to 2004. While once cutting-edge, this legacy system had become a liability. It was unsupported, with no clear update path, and posed significant security and compliance risks.
The migration to Camunda’s platform was a game-changer. It allowed Infosys to automate over 650 critical processes, which, according to Bhupesh, were previously fraught with inefficiencies and potential for error.
The imminent AI revolution
The transformation didn’t stop with automation. Infosys has boldly embraced AI, investing in open-source solutions and creating a suite of AI assets, including advanced AI models and platforms, that have become integral to the company’s operations. Infosys has adopted an AI-first mantra, using AI to drive transformation within its own walls and for its clients.
During the showcase, Bhupesh walked through real-world applications of this AI-driven approach. One standout example was the reimagining of the insurance claim process.
Traditionally, this process was labor-intensive, involving numerous steps, forms, and manual data entries that could lead to human error and delays. With the integration of Camunda’s process orchestration and automation platform and AI, Infosys has streamlined this into a conversational, intelligent process that can handle claims with speed and accuracy, vastly improving the customer experience.
A seamless, conversational experience
Bhupesh’s demo features an insurance claim scenario in which the claimant, following an accident, could report the incident through a mobile app. AI facilitated this interaction, analyzing the claimant’s speech, assessing damage through uploaded images, and processing documents like police reports. Camunda’s platform orchestrates all of this, managing the process state transitions based on AI inputs.
The result was a frictionless experience requiring no tedious form-filling or navigating multiple screens. Instead, the AI provided a conversational interface that could understand the situation, ask relevant questions, and even offer additional services (like vehicle towing) based on the context of the incident.
The impact of Camunda 8
Looking forward, Infosys is excited about the potential of the Camunda 8 platform. Upcoming iterations and releases of Camunda 8 promise to make AI integration even more seamless, offering enhanced capabilities for a more robust and scalable workflow automation solution.
Bhupesh anticipates that this migration will further empower Infosys developers to focus on business-oriented solutions rather than getting bogged down in technical minutiae.
Camunda 8 offers the following advantages and features:
- High resilience and scalability: Camunda 8 uses a distributed architecture that provides high resilience and horizontal scalability, enabling the execution of large volumes of process instances without performance bottlenecks.
- Decoupled processing: The external task pattern allows for the decoupling of process execution from the worker performing the task, enhancing system agility and flexibility.
- Cloud-native: Camunda 8 is a cloud-native solution with options for both SaaS and self-managed deployments, reducing maintenance overhead and improving operational efficiency.
- Improved operational efficiency: The platform provides tools like Operate for real-time visibility into running processes and Optimize for comprehensive analytics, helping teams continuously improve business processes.
- Enhanced collaboration: The web or desktop-based process Modeler, which supports BPMN and DMN standards for process and decision modeling, can help developers and business users collaborate more effectively.
- Future-proofing: Camunda 8 is designed to support future innovations and integrations, making it a robust choice for long-term process orchestration and automation needs.
Preparing for a responsible AI future
As Infosys continues to push the boundaries of what’s possible with process automation, it remains conscientious about AI’s implications. The company is a pioneer in responsible AI, having achieved ISO 42001:2023 certification for its practices in this area.
Infosys has developed AI guardrails to prevent issues like hallucination and bias and to ensure auditability and explainability, a vital feature for regulatory compliance.
A practical approach to AI integration
By identifying common patterns in screen usage—data capture, decision-making, status flagging, and information collation—Infosys has mapped AI solutions to each pattern. For instance, document analytics can replace manual data entry screens, while chatbots and voice recognition systems can transform conversational interfaces into intelligent agents capable of understanding and executing user commands.
Bhupesh discusses how this strategic approach ensures that every aspect of process automation is optimized with AI, from the initial customer interaction to the final task execution. By building an AI agent for each role, Infosys is creating a role-based architecture that is more dynamic and efficient than traditional layer-based architectures.
The road ahead
Infosys isn’t only adapting to change but actively shaping it. It is driving the convergence of AI and machine learning and leveraging orchestration and process automation through Camunda to create intelligent solutions that redefine what is possible.
As businesses worldwide seek efficiency and innovation, Infosys and Camunda are committed to responsible AI practices, positioning them as ideal partners for enterprises looking ahead of their digital competitors and offering the best possible customer experience.
The journey toward an AI-first enterprise is well underway, and Infosys and Camunda are leading the charge with a clear vision, robust framework, and a keen understanding of the transformative power of technology.
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