Panellists discussed the growing interest and demand amongst BPM clients to leverage GenAI solutions in a cost-effective manner for efficiency gains in customer query handling, data extraction, content development, and fraud detection.

Participants highlighted various ethical and regulatory challenges relating to data privacy and security, and model transparency and explainability, and discussed possible solutions.

Participants underlined the importance of human-in-the-loop design for accountable and safe deployment of GenAI solutions.

Panellists agreed that the choice of the GenAI model (i.e., open-source or closed-source) depended on the nature of a given use case.

Panellists discussed potential IP infringements arising from the use of GenAI solutions, associated costs for companies, and possible mechanisms to effectively handle them.

Panellists surmised that the nature of BPM jobs will change at multiple levels (as GenAI gets increasingly integrated into BPM workflows) and agreed that basic technical and compliance training should be given to the BPM workforce across seniority levels. In continuation, panellists also agreed that this may require repurposing the BPM training ecosystem, in which the industry-academia and industry-government partnerships could play a key role.