🤖 AI Summary
Manual identification of claim components in insurance claims processing creates a scalability bottleneck. Method: This study deploys large language models (LLMs) in a real production environment to automate knowledge-intensive tasks and introduces object-centric process mining (OCPM) for the first time to dynamically model AI-augmented process evolution. The approach integrates LLM-based reasoning, event log analysis, and OCPM modeling to quantitatively assess performance changes. Results: LLM deployment improves component identification efficiency by 3.2× and doubles daily throughput. OCPM uncovers three types of AI-induced latent rework paths, as well as novel process couplings and anomalous patterns. This work empirically validates OCPM’s capability to characterize AI-driven process evolution and establishes a reusable, evidence-based evaluation framework for human-AI collaboration optimization in knowledge-intensive domains.
📝 Abstract
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.