Purpose- The significance of business processes has fostered a close collaboration between academia and industry. Moreover, the business landscape has witnessed continuous transformation, closely intertwined with technological advancements. Our main goal is to offer researchers and process analysts insights into the latest developments concerning Artificial Intelligence (AI) and Machine Learning (ML) to optimize their processes in an organization and identify research gaps and future directions in the field. Design/methodology/approach- In this study, we perform a systematic review of academic literature to investigate the integration of AI/ML in business process management (BPM). We categorize the literature according to the BPM life-cycle and employ bibliometric and objective-oriented methodology, to analyze related papers. Findings- In business process management and process map, AI/ML has made significant improvements using operational data on process metrics. These developments involve two distinct stages: (1) process enhancement, which emphasizes analyzing process information and adding descriptions to process models, and (2) process improvement, which focuses on redesigning processes based on insights derived from analysis. Research limitations/implications- While this review paper serves to provide an overview of different approaches for addressing process-related challenges, it does not delve deeply into the intricacies of fine-grained technical details of each method. This work focuses on recent papers conducted between 2010 and 2024. Originality/value- This paper adopts a pioneering approach by conducting an extensive examination of the integration of AI/ML techniques across the entire process management lifecycle. Additionally, it presents groundbreaking research and introduces AI/ML-enabled integrated tools, further enhancing the insights for future research.

What are some of the key processes in which you are using AI? At PNB MetLife, technology enables us to align to two of our core values – 'Make Things Easier' and'Put Customer First'. Our strategy is structured around the concept of 3Ds – Digitise, Data and Disrupt. We digitise our day to day processes, which enables us in seamless customer delivery; we mine data and draw insights to mark predictable behaviour of the customers, thereby paving us the way to be future ready; we believe that the digital landscape is constantly evolving and hence we disrupt to keep our digital journey ongoing. Digital transformation had been a challenge for Indian companies for various reasons.