Agentic Business Process Management: Practitioner Perspectives on Agent Governance in Business Processes (2504.03693v2)

Abstract: With the rise of generative AI, industry interest in software agents is growing. Given the stochastic nature of generative AI-based agents, their effective and safe deployment in organizations requires robust governance, which can be facilitated by agentic business process management. However, given the nascence of this new-generation agent notion, it is not clear what BPM practitioners consider to be an agent, and what benefits, risks and governance challenges they associate with agent deployments. To investigate how organizations can effectively govern AI agents, we conducted a qualitative study involving semi-structured interviews with 22 BPM practitioners from diverse industries. They anticipate that agents will enhance efficiency, improve data quality, ensure better compliance, and boost scalability through automation, while also cautioning against risks such as bias, over-reliance, cybersecurity threats, job displacement, and ambiguous decision-making. To address these challenges, the study presents six key recommendations for the responsible adoption of AI agents: define clear business goals, set legal and ethical guardrails, establish human-agent collaboration, customize agent behavior, manage risks, and ensure safe integration with fallback options. Additionally, the paper outlines actions to align traditional BPM with agentic AI, including balancing human and agent roles, redefining human involvement, adapting process structures, and introducing performance metrics. These insights provide a practical foundation for integrating AI agents into business processes while preserving oversight, flexibility, and trust.