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. Learn how to design resilient, auditable, AI-ready case workflows that work at enterprise scale.
Trust, compliance, and auditability by design
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
Monitor every active case and every agent in real time using Operate and Optimize. 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 Jyske Bank increased customer satisfaction using process orchestration while adhering to strict international regulations.
Read case study
See how Babylon delivers tailored patient treatments, ensuring clinical safety across a complex human workflow management ecosystem.
Read case study
Discover why Atlassian turned to process orchestration to deliver improved customer and employee experiences.
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“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
Case management requires more than automation. It requires intelligent decisions, seamless integrations, and a platform that keeps knowledge workers, AI agents, and systems working in sync.
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 KYC, AML, and credit checks across multiple systems and data providers. AI agents assemble case dossiers, summarize risk signals, and escalate automatically when thresholds are breached. Compliance audit logging is built in from day one.
Insurance: Claims, appeals, and fraud investigation
Process and classify first-notice-of-loss (FNOL) documents automatically. AI agents summarize claims and detect fraud triggers; dynamic routing assigns complex cases to adjusters, investigators, or legal teams with a complete audit trail from intake through resolution.
Logistics and transportation: Disruptions, claims, and exceptions
Orchestrate shipment, delivery, return, and customs workflows. AI agents extract data from shipping documents and trigger dynamic rerouting or capacity re-planning. Every exception is handled with full auditability.
Retail: Customer service and complaint resolution
Consolidate cases from ecommerce, mobile, in-store, contact center, and social channels into a single orchestrated workflow. AI agents extract intent and sentiment to propose resolutions; dynamic routing assigns cases to the right team — store associates, contact centers, or specialists.
Bring AI into casework on your terms
Orchestrate agents with guardrails — not black-box AI that bypasses your controls.
Build agents as BPMN
Model AI agents directly in BPMN with access to decision tables, connectors, RAG pipelines, and human task escalations. Every agent action is modeled, versioned, and auditable.
Coordinate multiple specialized agents
Compose multi-agent systems where each agent handles a specific domain — document extraction, risk scoring, compliance checking — and Camunda orchestrates their collaboration across the case lifecycle.
Use memory for smarter decisions
Give agents access to short-term context (current case state) and long-term memory (historical outcomes, customer profiles) so they can make more accurate, context-aware decisions at every step.
Respect governance and access controls
Every agent action respects the role-based access controls and compliance rules you define. Camunda enforces governance automatically — so you never have to choose between speed and accountability.
