Exploring the Transformative Potential of Generative AI in the BPM Industry
The National Association of Software and Service Companies (NASSCOM) recently hosted a thought-provoking round table discussion in Mumbai, India. This event consisted of industry experts sharing their experiences and insights. The focus was on leveraging Generative AI in the Business Process Management (BPM) sector. Amongst many of the participants was our Mumbai Site Leader, Sonali Bhagwat. Sonali had the wonderful opportunity to represent DATAMARK at this event.
A Platform for Knowledge Exchange
The NASSCOM round table served as a valuable platform for professionals in the BPM industry to exchange ideas. Specifically, the discussion focused on the utilization of AI. Participants from dozens of companies shared their success stories, shedding light on diverse applications of this cutting-edge technology.
DATAMARK’s Journey with Generative AI
As a representative of DMi, Sonali shared the remarkable ways in which our organization has embraced Generative AI. The utilization of AI has allowed DMi to deliver exceptional results for clients. One of the key areas where DATAMARK utilizes AI is in our contact centers. Leveraging this kind of technology enables us to achieve significant advancements in call summarization, automated response generation, sentiment analysis, and predictive analysis, along with the development of chatbots and virtual assistants.
Training and Continuous Improvement
DMi also leverages Generative AI for training purposes, combining the power of AI algorithms with manual intervention to ensure smooth operations and continuously improve performance. By analyzing data and feedback, the system identifies areas for improvement, providing valuable insights to agents and supervisors alike.
Expanding Possibilities
During the NASSCOM round table, participants also discussed the exciting potential of Generative AI in settling insurance claims. Currently in DATAMARK, we automate the data entry process for insurance claims and is something that DATAMARK is looking to expand on. By integrating AI technology, DATAMARK aims to enhance the claims settlement process further, streamlining it and improving overall efficiency.
How Generative AI Is Creating New Business Value Across Industries
Generative AI is transforming business when use cases are tied to clear operational goals and validated against metrics. In BPM, an AI application should demonstrate measurable business value across business functions by reducing average handle time, improving first contact resolution, and increasing accuracy and compliance. Structured pilots, A/B testing, and cost per interaction tracking help confirm that a generative AI model, AI agents, or other AI tools optimize business processes rather than add complexity.
Effective AI for business requires disciplined deployment. Implementing generative AI includes human review for high-risk actions, auditable prompts and responses, privacy controls for PII and PHI, and retrieval grounding so artificial intelligence systems cite approved sources. With this foundation, organizations can integrate generative AI into workflows, scale approved generative AI solutions, and manage model performance over time.
Generative AI applications deliver value when they address specific business challenges. Examples include knowledge retrieval for agents, automated quality reviews with explainable rationales, redaction and data classification for regulated data, and claim document triage with exception routing. These generative AI use cases, supported by governance and continuous monitoring, help generative AI in business improve decision quality and throughput while maintaining control. As enterprises continue adopting generative AI, a measurable framework ensures that the value of generative AI is realized in production, not just in prototypes.
Partner with DATAMARK to Unlock the Power of Generative AI
At DATAMARK, we believe that AI is not just a tool; it’s a transformative force in business process management. From intelligent automation to enhanced customer interactions, we are actively exploring how Generative AI can deliver measurable value for our clients. If you’re ready to drive innovation, improve operational efficiency, and stay ahead in a rapidly evolving industry, we’re ready to collaborate. Visit our website to explore our AI-driven solutions. Follow us on LinkedIn for more insights on how we’re shaping the future of BPM through technology and expertise.
