Orchestrate complex case management with AI you can trust
Combine people, systems, and agentic AI in long-running case management processes that stay compliant, auditable, and responsive to change
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Great experiences need orchestration
Customer and employee expectations keep rising, while cases get more complex. Claims, investigations, patient reviews, and escalations span weeks or months and rely on judgment calls across teams and systems. At the same time, regulations such as HIPAA, CCPA, and GDPR require strict control over how data is used and how decisions are made. Camunda gives you a modern approach to case management that blends deterministic process orchestration with agentic AI and human expertise. You orchestrate every step from intake to resolution, with full visibility, clear guardrails for AI agents, and a complete audit trail.
Case management for real-world complexity
Case management is the coordination and execution of long-running, complex business processes that weave together people, systems, and dynamic tasks. These processes evolve as new information arrives, priorities shift, and exceptions appear. Case management requires a balance of structure and flexibility; you need clear, repeatable steps for activities such as fraud checks, approvals, and regulatory disclosures, but you also need the freedom to add one-off tasks, reroute cases, and involve new experts in real time as cases evolve.
How AI is reshaping case management
Agentic AI is reshaping case management by taking on work that once seemed “too human” to automate. Instead of only handling rigid, linear tasks, AI agents can interpret unstructured documents, run planning loops to decide what to do next, and coordinate ad-hoc sub-processes across people and systems. They can use retrieval-augmented generation (RAG) to pull context from prior cases, propose resolutions, draft communications, and even orchestrate other specialized agents in multi-agent patterns. This turns activities that relied purely on human judgment into orchestrated, repeatable steps that still keep humans in control, which opens up a new class of complex casework to automation without sacrificing compliance, transparency, or auditability.
Agentic orchestration powers modern case management
Agentic orchestration blends predefined workflow logic with AI-powered decision-making so you can handle both predictable and unpredictable casework.
Handle high-performance processes
Camunda enables you to build the deterministic backbone of case management flows using the BPMN modeling standard. BPMN gives you a visual representation of the core path of each case, including required approvals, compliance checks, and integration steps. This ensures that critical actions are executed the same way every time and that outcomes are reproducible and auditable.
Human-in-the-loop at every step
Escalate to a case specialist when an AI agent encounters ambiguity, ethical considerations, or high-risk decisions. Knowledge workers can inject new tasks, override recommendations, or take over a case entirely without breaking the overall process.
Dynamic agent behavior within guardrails
Camunda’s support for agentic BPMN lets you embed AI agents that operate inside your defined boundaries, whether they’re agents you build in Camunda or agents running on other systems. Agents can summarize documents, triage cases, propose next steps, and run planning loops to determine which tasks to execute next, while the deterministic process model defines what they are allowed to do and when humans must review or approve.
Enterprise-grade agents for case management
Camunda supports enterprise-grade agents with stateful, long-running execution, composable integrations, and multi-agent coordination. Orchestrate multiple specialized agents in parallel; connect them via protocols such as REST, GraphQL, MCP, and A2A; and oversee their combined behavior through a single orchestration layer. The result is agentic case management where people, AI, and automation tools but humans and policies remain firmly in control.
The Definitive Guide to Case Management with Camunda
Discover a modern approach to case management through composable process orchestration and automation
Trust, compliance, and auditability by design
When AI agents participate in casework, trust and safety are non-negotiable. Camunda is built to give you the control and transparency you need.
Clear guardrails for AI agents
Define what each agent can and cannot do using BPMN, DMN, and role-based access
Use decision tables to govern when agents may act autonomously and when they must seek human approval
Dial agent autonomy up or down without redesigning your entire case management solution
Visibility and operational oversight
See where cases are stuck, which AI agents are involved, and how long tasks take, then adjust SLAs and routing rules to improve performance
Use dashboards to track KPIs such as average resolution time, case backlog, and SLA adherence across teams, regions, or product lines
Auditability and explainability
Capture a complete history of each case, including who or what acted, when, and why
Maintain an immutable audit trail of automated decisions, manual escalations, and AI agent recommendations, backed by process models and decision tables
Satisfy internal audit and external regulators with the ability to reconstruct and explain every outcome long after a case is closed
Hear how our customers succeed with Camunda
Learn how global organizations are using Camunda to transform case management and delight their employees and customers.
“We expect up to 50% more efficiency by having agents interfacing into different kinds of systems. We see huge benefits in the way we lifecycle processes.”
Dr. Ante Plazibat, Head Business Architecture & Innovation
Finnova
Why organizations choose Camunda for case management
Automation is just the beginning when it comes to delivering great customer experiences. Camunda helps organizations face a wide range of case management workflows, from routine system interactions to intricate cases that involve intelligent decisions and integrations across knowledge workers and technology systems.
Orchestrate cases from end to end
Connect every system, document, and participant in one end-to-end process. Model complex processes visually, execute them reliably at scale, and continuously optimize them based on real-time insights.
Empower business and technical teams to collaborate
Camunda Modeler enables business users, low-code developers, and pro software developers to design, collaborate on, and implement case management. The BPMN process modeling standard and the DMN standard for decision automation facilitate communication between teams and ensure all stakeholders are aligned. AI agents built in Modeler have access to tools, short-term and long-term memory, guardrails, and human escalations.
Integrate with any tool or technology
Choose from a Marketplace of pre-built connectors to integrate AI/ML tools, RPA bots, microservices, and more. Or, build your own using Camunda’s multi-layer connector architecture to ensure that legacy systems and homegrown software are integrated into the processes that run your cases.
Handle long-running, high-stakes cases
Camunda’s Zeebe workflow engine provides persistent, distributed execution for case processes that run for days, weeks, or months. Cases can pause while waiting for events such as lab results, approvals, or external data, then resume instantly without losing context.
Use cases for AI-powered case management
Financial services: Customer onboarding, KYC, and investigations
Orchestrate Know Your Customer (KYC), anti-money laundering (AML), and credit checks across internal systems and external data providers in a single case process
Use AI agents and RAG to assemble case dossiers, summarize risk signals, and highlight anomalies for human reviewers
Inject additional review tasks or legal approvals automatically when risk thresholds are exceeded or high-risk indicators appear
Prove compliance with internal policies and regulations through a detailed audit log of every data check, recommendation, and decision
Insurance: Claims, appeals, and fraud investigation
Ingest and classify first notice of loss (FNOL) documents using intelligent document processing
Use AI agents to summarize reports and evidence, then trigger required fraud checks and approvals through deterministic process steps
Dynamically route cases to adjusters, investigators, and legal teams based on claim type, severity, or jurisdiction
Maintain a complete audit trail from intake through payout or denial, including every AI recommendation and human decision
Logistics and transportation: Disruptions, claims, and exceptions
Orchestrate shipments, deliveries, returns, and customs clearance across TMS, WMS, ERP, carrier portals, and partner systems in a single case process
Use AI agents to extract and summarize data from bills of lading, delivery notes, customs documents, and tracking events, then propose compliant remediation steps
React to delays, damaged goods, or missed pickups by triggering ad-hoc sub-processes for re-routing, capacity re-planning, or alternative carriers
Route cases dynamically to dispatchers, planners, customer service teams, and customs specialists, and maintain an auditable history of every exception decision
Retail: Customer service and complaint resolution
Consolidate cases from ecommerce sites, mobile apps, in-store kiosks, contact centers, and social channels into a single orchestrated process
Use AI agents to extract intent, sentiment, and context from customer interactions about orders, deliveries, returns, or loyalty benefits, then propose remediation steps that follow your policies
Route cases dynamically to store associates, contact center teams, merchandising, or logistics specialists while keeping a unified view of the customer’s profile, order history, and entitlements
Ensure consistent handling across channels with a clear record of commitments, approvals, refunds, replacements, and resolutions for every case
Bring AI into casework on your terms
As you adopt agentic AI, Camunda lets you orchestrate agents with deterministic guardrails instead of treating them as black boxes. You can:
Build agents as BPMN with access to tools such as decision tables, connectors, RAG, and human tasks
Coordinate multiple agents with different roles, such as one agent summarizing diagnostics while another evaluates billing or risk
Use short-term and long-term memory so agents can reason over historical case data while respecting your governance and access controls
