Balancing Automation and Human Interaction

This chapter examines the integration of human involvement and automation in process orchestration, emphasizing optimal customer experiences and operational efficiency. It features Deutsche Telekom's transition from deploying numerous RPA bots to a strategic orchestration approach with BPMN standards, highlighting the complexities and need for collaboration in automation solutions. The discussion also reflects on the role of AI in driving process automation and the importance of addressing both immediate wins and long-term, data-driven challenges.