AI Trust in business processes: The need for process-aware explanations

21 Jan 2020Steve T. K. JanVatche IshakianVinod Muthusamy

Business processes underpin a large number of enterprise operations including processing loan applications, managing invoices, and insurance claims. There is a large opportunity for infusing AI to reduce cost or provide better customer experience, and the business process management (BPM) literature is rich in machine learning solutions including unsupervised learning to gain insights on clusters of process traces, classification models to predict the outcomes, duration, or paths of partial process traces, extracting business process from documents, and models to recommend how to optimize a business process or navigate decision points... (read more)

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