The Role of Generative AI in Business Process Automation: From Chatbots to Intelligent Workflows

Abstract

Generative Artificial Intelligence (AI) is revolutionizing Business Process Automation (BPA), enabling organizations to move beyond rule-based systems to intelligent, adaptive workflows. From conversational chatbots to AI-driven content generation and decision-making, generative models like GPT and Claude are being integrated into various business functions, enhancing efficiency, personalization, and innovation. This paper explores the transformative role of generative AI in automating and optimizing business processes. Through a comprehensive review of existing technologies, use cases, benefits, and challenges, the study provides insights into the evolving landscape of intelligent automation and the strategic implications for future-ready enterprises.