Every case resolved faster, with AI agents, human judgment, and one orchestration layer
Complex cases that resolve faster, comply automatically, and stay visible from intake to close
Same case management problem, less customer patience
A claim arrives Monday with three photos and a partial police report. By Wednesday, supplemental damage is found. By Friday, parts are back-ordered and a fraud signal trips. Your adjusters are coordinating across body shops, policy systems, and a customer who calls every other day. None of that fits a fixed workflow.
This is true everywhere casework lives: claims, prior authorization, loan origination, complaint resolution, contract management, treatment planning. The work is long-running. Information arrives in the wrong order. Decisions need human judgment. Compliance needs a clean audit trail. Every passing day costs you in cycle time, rework, and customer trust.
- Inflexible process modelsThey assume every path can be mapped in advance.
- Limited unpredictability handlingChanging evidence and shifting priorities force manual workarounds.
- Hard-coded task assignmentBacklogs build whenever conditions change.
- Insufficient auditabilityMultiple contributors and systems with no end-to-end record.
Adding an AI chatbot on top doesn’t fix this. It adds another silo. That’s the automation ceiling. Camunda is how you break through it.
What is AI case management?
AI case management is the coordination of long-running, complex cases such as claims, applications, investigations, and treatment plans, using a blend of automated steps, AI agents, and human decisions on a single platform. The structured parts of a case run automatically. AI agents handle the unpredictable parts: triaging new information, drafting communications, surfacing recommendations, and routing exceptions. People stay in control of judgment-heavy decisions and final approvals. Every action is captured in a unified audit trail.
Camunda is the enterprise platform for this kind of work. We’re the orchestration layer between your AI agents, your systems of record, and the people on your team. Built so cases actually complete, comply, and compound in value over time.
Key takeaways
- Complex, unpredictable cases — claims, prior authorization, loan origination, complaint resolution — complete faster with less rework.
- AI agents handle information gathering and routine steps; people stay in control of judgment-heavy decisions and final approvals.
- Every action taken by every system, agent, and person is captured automatically in a unified audit trail.
- Cycle times drop because the process adapts as new information arrives, instead of forcing work into a fixed script.
- One platform covers all your case types and industries: insurance, healthcare, financial services, legal, and more.
AI case management on Camunda, in four moves
One platform, one process model, one audit trail. Your team designs and improves it visually; agents and automated steps execute it.
Automate the predictable majority straight through
The steps that don’t need judgment run automatically: routing, eligibility checks, account verification, document classification, status logging. SLA timers fire on their own. Standard cases never sit in a queue waiting for a human to push them along.
Let AI agents handle the parts that don’t fit a fixed path
Agents triage incoming information, summarize case histories, extract data from unstructured documents, draft customer responses, propose next steps, and decide when to escalate. They work inside the same case, not as a separate tool, so they have full context and leave a complete record.
Keep humans in control where judgment matters
Knowledge workers see one unified view: real-time case data, prior decisions, agent recommendations, and the next action required. They can approve, override, inject a new task, or escalate, all without breaking the flow. AI suggests; people decide.
Make every action visible, governable, and auditable
Every step (automated, agentic, or human) is captured in real time. Operations leaders see where every case stands. Compliance can answer "why did this happen?" with a complete trace. Continuous insight into bottlenecks and SLA breaches means you improve every week, not every annual review.
Three patterns cover most cases
Planning loops
An agent reviews a new case, requests missing information, and re-evaluates as data arrives, looping until the case is ready for resolution or escalation.
Multi-agent coordination
Specialized agents work in parallel under one process. One summarizes diagnostic data; another checks coverage; a third evaluates fraud signals. Camunda keeps them synchronized and accountable.
Event-driven responsiveness
Cases pause for hours, days, or weeks waiting for lab results, signatures, or third-party responses, and resume automatically the moment something arrives.
Built for the casework that pays the bills
Claims, appeals, fraud, subrogation
Resolve standard claims in hours, not days. Route complex claims to the right specialist with a complete case summary already prepared.
Treatment planning, prior auth, appeals
Coordinate across providers, payers, and patients while maintaining full HIPAA-compliant traceability across long-running cases.
Loan origination, KYC, compliance
Long-running, regulated, multi-system. Exactly what Camunda was built for. Trade exception handling and onboarding included.
Matters, discovery, contract review
Coordinate work across internal teams and outside counsel with one record of every decision, redline, and approval.
Tier-2 and tier-3 case resolution
Cases that span systems and teams. Resolve faster, escalate cleaner, and keep the customer informed automatically.
Permits, benefits, investigations
Long-running citizen-facing casework with statutory deadlines, audit requirements, and cross-agency handoffs.
What customers are doing right now
faster new customer onboarding, with AI agents handling document checks and approvals end-to-end. 20-30% boost in satisfaction scores.
FinnovaClinical consultations orchestrated at NHS scale — each one a personalized workflow of human reviews and automated tasks, ensuring every patient receives the right treatment and no one falls through the cracks.
Babylon HealthGartner
Visionary, 2025 Magic Quadrant for Business Orchestration and Automation Technologies. Recognized for agentic orchestration and vision.
Forrester
Strong Performer, Digital Process Automation Software Wave, Q3 2025. Rated 5/5 in orchestration and process standards.
The same platform, different value across the table
Case management decisions are rarely made by one person. Here’s what Camunda means for the people in the room.
Operations & line-of-business leader
Your team’s performance, made operational.
Cut cycle time, fewer errors, lower cost per case, and a customer experience your competitors can’t match.
| Outcome | How Camunda delivers it |
|---|---|
| Shorter time-to-resolution | AI agents triage and progress cases the moment information arrives. No overnight queues. |
| Higher first-pass quality | Built-in policy checks and approval thresholds run on every case, every time. |
| Lower cost per case | The predictable majority runs straight through; agents handle exceptions; humans focus on judgment. |
| Real-time SLA visibility | One operational view across every case in flight. Surface problems before customers notice. |
| Audit-ready by default | Complete record of every decision (automated, agentic, or human) without extra instrumentation. |
Your team designs and improves the process visually. IT provides connectors, guardrails, and governance. Both sides work from the same model: what you design is what runs, and what you monitor is what you’ll improve next quarter.
CIO / CFO
AI investment that shows up in operational metrics, not just pilots.
You’ve funded the agents, the automation, the transformation work. Camunda is the layer that turns those investments into outcomes the board can read: resolution time, error rates, cost per case, customer satisfaction. Governance comes built in. Vendor strategy stays open.
- Move AI from pilot to production with a full audit trail behind every decision
- Meet EU AI Act, HIPAA, BCBS 239, and audit requirements without custom instrumentation
- Avoid lock-in: BPMN logic and agent code are portable across vendors and infrastructure
- Proven at enterprise scale — 9 of the top 10 US banks, 12M+ daily orchestrations across the customer base
Architect & developer
Open standards. Distributed engine. Agent-agnostic by design.
Camunda is built on the BPMN open standard. Orchestrate agents from LangChain, CrewAI, Dify, or your own frameworks, connected via MCP and A2A protocol connectors. Build agents natively as ad-hoc subprocesses with explicit tool access and deterministic guardrails between the LLM and its actions.
The engine underneath is Zeebe: distributed, no central database, peer-to-peer brokers, built for cases that run for months without dropping state. Native compensation, dynamic parallel execution, message correlation, and time-based escalation. Hot-deploy new versions while in-flight cases continue safely.
- Agent-agnostic. Orchestrate any agent framework, swap models without rewriting process logic.
- Inside-the-agent governance. Enforceable steps between LLM decisions and tool actions (US patent pending).
- Multi-agent coordination. Built-in timeouts, retries, and human escalation across parallel agents.
- Hot deployment. Ship new versions while existing cases continue on the version they started.
- SDKs. Java, Go, Python, Node.js. Full REST API. Pre-built connectors for Salesforce, ServiceNow, SAP.
Quick answers for evaluators
What is the difference between case management and process automation?
Process automation runs predictable, repeatable processes from start to finish. Case management coordinates long-running, complex work where the path can’t be fully mapped in advance: claims, investigations, treatment plans, contract negotiations. Camunda handles both in one platform: deterministic logic for the structured parts, AI agents for the unpredictable parts, human judgment where it matters.
What makes Camunda’s approach to case management different?
Three things. First, we blend automated steps and AI agents in one process, with no separate "AI track" that breaks when reality shifts. Second, we govern AI agents from both outside (sequencing, approvals, escalation) and inside (enforceable steps between an agent’s decision and its action). Third, observability and audit are native: every decision, every path, every exception is captured automatically.
How does AI fit into case management?
AI agents handle the parts of a case that don’t fit a fixed path: triaging new information, summarizing histories, extracting data from documents, drafting communications, and proposing next steps. People stay in control of judgment-heavy decisions and final approvals. Camunda keeps everything coordinated, visible, and auditable.
Is Camunda suitable for regulated industries?
Yes. Camunda is used in insurance, healthcare, financial services, and government, where built-in observability, complete audit trails, and human-in-the-loop controls are non-negotiable. The platform supports EU AI Act, HIPAA, BCBS 239, and similar frameworks without custom instrumentation.
Can Camunda work with the AI agents and tools we already have?
Yes. Camunda is agent-agnostic. Orchestrate agents from LangChain, CrewAI, Dify, custom frameworks, or any system reachable via MCP, A2A, REST, or GraphQL. Process logic is built on the BPMN open standard, so it stays portable as your AI stack evolves.
How long does it take to deploy?
Most teams have their first case management process running in weeks, not quarters. Pre-built connectors for Salesforce, ServiceNow, SAP, and major LLM providers shorten time to value. Talk to sales for an estimate based on your processes.