Orchestrating Total Experience: How Agentic Intelligence and Camunda Transform Seamless Digital Journeys

This is a guest blog post from HCLTech, a Camunda Platinum Partner. Learn more about Camunda partners here.

In today’s fast-paced digital world, businesses are constantly striving to deliver exceptional experiences. We’ve moved beyond simply focusing on customer experience (CX) or employee experience (EX) in isolation. The emerging industry paradigm, Total Experience (TX), recognizes the interconnectedness of all stakeholders—customers, employees, partners and even products—to create a holistic and consistently positive journey. HCLTech’s research indicates that organizations embracing TX see up to 57% growth compared to just 3% for those who are in the early stages. But how do we achieve this grand vision of seamless, intuitive interactions across an ever-expanding digital landscape? The answer lies in agentic orchestration and platforms like Camunda, which play a crucial role in creating a self-optimizing enterprise.

Introducing agentic orchestration: The brains behind the seamlessness

So, how do we knit together these disparate experiences and ensure a cohesive flow? This is where agentic orchestration steps in. Think of it as the intelligent conductor of your digital ecosystem.

Agentic orchestration refers to the coordination of autonomous, intelligent agents (often powered by AI and ML) to implement and manage complex deterministic and dynamic processes and interactions across various systems, platforms and human touchpoints. These agents aren’t just following pre-programmed rules; they are capable of:

• Learning and adapting: Continuously analyzing data from interactions to understand user behaviour, preferences and emerging patterns.
• Anticipating needs: Proactively identifying potential issues or opportunities and taking pre-emptive action.
• Self-correction: Adjusting their strategies and actions based on real-time feedback and outcomes.
• Dynamic resource allocation: Efficiently assigning tasks and resources to the right channels or individuals at the right time.
• Seamless hand-offs: Ensuring smooth transitions between automated processes and human intervention when necessary, providing context and relevant information.

How Camunda powers agentic orchestration for Total Experience

Camunda, a leading agentic orchestration platform, provides the robust foundation & framework to build AI agents natively and manage agentic orchestration workflows. It enables businesses to model, automate and orchestrate complex processes that involve both human tasks and automated systems, including AI-powered agents. Here’s how Camunda facilitates agentic orchestration for a superior Total Experience:

• Visual process modeling: Intuitive Business Process Model and Notation (BPMN) allows businesses to visually design end-to-end processes, incorporating decision points where intelligent agents can step in to make dynamic routing or task assignment decisions. This provides a clear overview of the orchestrated flow and makes it easier to manage and optimize.
• Centralized workflow engine: A powerful workflow engine acts as the central nervous system, executing the defined processes and coordinating the interactions between various systems and agents. This ensures a consistent and reliable flow of work.
• Integration capabilities: Camunda seamlessly integrates with a wide range of systems, including CRM, ERP, RPA bots, AI/ML platforms and communication channels. This allows intelligent agents to access data and trigger actions across the entire digital landscape, crucial for a holistic TX.
• Agentic integration capabilities: Camunda excels at integrating with a wide range of external systems and “agents,” acting as the orchestrator of agents. It seamlessly connects to:
  • Intelligent Document Processing (IDP) engines: Extract data from unstructured documents by leveraging Camunda’s built-in IDP capabilities or triggering IDP services such as Google Document AI and ABBYY FlexiCapture. Pass the extracted data back into the workflow for automated processing by other agents or human tasks.
  • Robotic Process Automation (RPA) bots: Automate repetitive tasks on legacy systems without APIs, either by leveraging Camunda’s built-in RPA capability or by invoking RPA bots built on various RPA platforms using connectors. This allows processes to flow seamlessly even when interacting with older infrastructure, extending the reach of agentic automation.
  • Custom AI/ML models and services: Whether it’s a custom-built fraud detection model, a sentiment analysis engine, or a predictive analytics service, Camunda can connect to these AI agents via APIs, passing data for intelligent decision-making and receiving insights back to influence the workflow. This allows businesses to inject intelligence at critical junctures of the process.
  • Conversational AI Agents (chatbots/voicebots): Camunda can orchestrate interactions with customer-facing AI agents, enabling seamless handoffs between automated conversations and the underlying business processes. For example, a chatbot collects initial information and Camunda then triggers the rest of the claims process.
• Human task management: While embracing automation, agentic orchestration recognizes the importance of human touch. Camunda’s human task management features allow for seamless assignment of tasks to human agents when necessary, ensuring complex or sensitive situations are handled with empathy and expertise.
• Real-time monitoring and analytics: Camunda provides real-time visibility into running processes, allowing businesses to monitor the performance of their orchestrated workflows and identify bottlenecks or areas for improvement. This data can also feed back into the learning algorithms of the intelligent agents, enabling continuous optimization.
• Decision management (DMN): Camunda’s DMN capabilities allow businesses to model and automate complex business rules that drive the decision-making of intelligent agents. This ensures consistent and compliant decision-making across the orchestrated processes.

Transforming insurance claims with agentic orchestration and Camunda (leveraging IDP, RPA and AI agents)

Let’s illustrate how Camunda can power agentic orchestration to enhance the Total Experience in the context of insurance claims processing: 

1. Customer Initiates a Claim (Seamless Multi-Experience with AI Agents): Customers can file claims through multiple channels—app, website, or phone. Camunda orchestrates this via AI-powered chatbots or voice agents that collect initial details, resolve queries and ensure complete data capture upfront. 
2. Automated document handling with IDP: When users upload supporting documents for a claim, Camunda triggers an IDP engine (e.g., Google Document AI or ABBYY) to extract key data like policy number, damage description or medical details. This minimizes manual errors and speeds up form population. 
3. AI-driven claim assessment: Camunda routes extracted data to AI models for claim validation, fraud detection (e.g., deepfake documents) or image-based damage analysis. Using DMN rules, straightforward claims can be auto-approved, while complex ones are flagged for human review. 
4. Legacy system interaction via RPA: To retrieve or update records in older systems lacking APIs, Camunda invokes RPA bots. This ensures uninterrupted data flow without manual intervention, preserving process continuity. 
5. Smart task assignment: For cases needing human input, Camunda dynamically assigns tasks based on adjuster expertise, workload, or location. This not only boosts employee productivity but also ensures faster, more relevant claim resolutions. 
6. Proactive customer updates: Camunda integrates with AI communication agents to provide real-time status updates via SMS, email or app notifications—improving transparency and reducing customer anxiety.
7. External integrations for faster processing: Camunda connects with external agencies like surveyors, garages or government databases. Intelligent agents trigger these interactions and update the claim status automatically. 
8. Contextual human support: For complex claims, Camunda routes customers to live agents armed with full interaction histories—enhancing personalization, support quality and upsell opportunities.
9. Continuous optimization: Camunda’s analytics feed into AI and DMN rules, enabling ongoing process refinement. This leads to shorter turnaround times, higher customer satisfaction and better resource utilization.

Factors for implementing agentic orchestration in Total Experience

To build effective agent-driven systems, it is vital to begin by clearly defining your TX goals. Once objectives are established, mapping complete user journeys ensures that every interaction is accounted for. Clarifying agent roles helps prevent confusion and overlap. It is also essential to set explicit handoff protocols—not only between agents but also during transitions to human operators. Agents should be required to seek human input when faced with uncertainty, escalations or critical responsibilities.

Building workflows that allow agents to act flexibly enables them to adapt to changing circumstances. Multi-agent collaboration patterns must be established so agents can work together efficiently. Privacy must be considered from the outset, shaping the design of all interactions. Finally, employing robust tools for comprehensive observability allows you to monitor processes and outcomes, ensuring ongoing improvement and compliance.

Ending thoughts

Agentic orchestration, enabled by platforms like Camunda, is the key to unlocking the full potential of Total Experience. By intelligently coordinating automated agents, including IDP for data extraction, RPA for legacy system interaction and various AI agents for assessment and communication, alongside human touchpoints across integrated systems, businesses can create truly seamless, personalized and proactive interactions for all stakeholders. In the context of insurance claims, leveraging Camunda for agentic orchestration can lead to significantly faster processing times, elevated customer satisfaction, highly empowered employees and ultimately, a more agile and resilient insurance business. The future of exceptional experiences lies in the intelligent orchestration of our digital and human capabilities.

For more information

To know more about HCLTech’s experience in this space and how we can help you amplify the end-user experience, feel free to write to digitaltransformation@hcl.com.