The business process management suite (BPMs) has always had a difficult relationship with the user interface (UI). The broad spectrum of capabilities within the BPMs (business rules, business activity monitoring, process design and orchestration, data integration and content management) meant that when it came to UI design (mobile and desktop) the BPMs vendors were always playing catch-up with best practice web forms and business intelligence applications.
The emergence of chatbots and some compelling use cases such as DoNotPay, the world’s first robot lawyer, point towards a different future for the BPMs UI. DoNotPay is a chatbot lawyer that can provide legal assistance and dispute claims with parking tickets in New York and the UK, delayed flights or trains in the EU and claiming payment protection in insurance (PPI) in the UK. More recently the robot lawyer was updated with the ability to draft legal letters to local councils for urgent housing assistance.
A chatbot is a type of conversational agent or virtual assistant. A computer program designed to simulate an intelligent conversation with one or more human users via auditory or textual methods. Chatbots are integrated within the apps that customers actually want to use, within messaging apps such as WeChat and Messenger which act as the operating systems for the chatbots.
DoNotPay and other chatbots are underpinned by a process automation engine designed to execute tasks based on information provided by users textually or increasingly verbally using voice recognition. While today the DoNotPay services may be relatively simple workflow type processes it is not difficult to imagine that a chatbot in the near future will have the ability to handle more complex or nuanced legal or customer service issues that are managed using a BPMs or similar application.
The emergence of chatbots means we need to reconsider what we think of as the BPMs UI, especially for customer centric processes. Increasingly messaging services and eventually the internet of Things (IoT) will be the UI for process participation. Mobile BPM now means integration of process within apps that customers actually want to use (e.g. messaging services) rather than forcing users to download a business app.
The UI for process participation is changing with messaging applications and in the long term voice recognition emerging as the dominant process interaction methods.