AI-Enhanced Business Process Automation: A Case Study in the Insurance Domain Using Object-Centric Process Mining
This is an incremental study demonstrating a method for analyzing AI automation transitions in a specific domain (insurance), addressing scalability bottlenecks.
The paper tackled the problem of assessing AI-driven automation in business processes by applying Object-Centric Process Mining to a case study in insurance, where an LLM automated claim part identification, finding it enhanced operational capacity but introduced new dynamics.
Recent advancements in Artificial Intelligence (AI), particularly Large Language Models (LLMs), have enhanced organizations' ability to reengineer business processes by automating knowledge-intensive tasks. This automation drives digital transformation, often through gradual transitions that improve process efficiency and effectiveness. To fully assess the impact of such automation, a data-driven analysis approach is needed - one that examines how traditional and AI-enhanced process variants coexist during this transition. Object-Centric Process Mining (OCPM) has emerged as a valuable method that enables such analysis, yet real-world case studies are still needed to demonstrate its applicability. This paper presents a case study from the insurance sector, where an LLM was deployed in production to automate the identification of claim parts, a task previously performed manually and identified as a bottleneck for scalability. To evaluate this transformation, we apply OCPM to assess the impact of AI-driven automation on process scalability. Our findings indicate that while LLMs significantly enhance operational capacity, they also introduce new process dynamics that require further refinement. This study also demonstrates the practical application of OCPM in a real-world setting, highlighting its advantages and limitations.