Responsible AI-based business process management and improvement: observations from financial domain cases

Abstract

Organizations today seek to improve and adapt their business processes because of an increasingly competitive economy. The use and application of Artificial Intelligence (AI) for business process improvement and management is often discussed and put in place, regardless of its potentially negative impact if AI is implemented in the wrong way, especially around the processing and storing of personal data. We discuss the use of AI for the management and improvement of business processes, especially in the financial domain, and how to ensure responsible AI use in enterprises for this aim. We propose an information system design for responsible and trustworthy business processes, and we envision that businesses will need strong and well-defined control points in their information systems for managing processes and creating associated audits to enforce their principles. We define questions and challenges that companies will need to reflect upon and follow to achieve an application of responsible AI in an enterprise context. We also outline considerations for AI and data protection regulation for companies, while also considering the technical challenges that would need to be solved.