Agentic Business Process Management in the Age of Smart Automation: Balancing Autonomy, Governance, and Human Collaboration

Abstract

Business Process Management (BPM) has evolved into a new paradigm with the rise of argentic systems AI-driven agents capable of autonomous process execution and intelligent decision-making. This study investigates how organizations can effectively integrate agentic BPM while maintaining an equilibrium between autonomy, governance, and human collaboration in the era of smart automation. A mixed-method approach was employed, combining quantitative survey data from 200 BPM professionals across India, Germany, Japan, and the United States with qualitative insights from 20 expert interviews. Quantitative data were analyzed using SPSS v29 to examine correlations between agent autonomy, governance strength, and process performance, while qualitative data were explored through thematic coding in NVivo 14. Findings reveal a strong positive relationship between agent autonomy and process efficiency (r = 0.72, p < 0.05), indicating that increased automation improves performance when supported by robust governance mechanisms. The quality of human collaboration significantly mediates the relationship between automation and trust, influencing both satisfaction and innovation outcomes. The study concludes that a balanced governance framework combined with human-in-the-loop oversight ensures the sustainable and ethical implementation of agentic BPM systems. These insights have important implications for policymaking, workforce reskilling, and organisational design in AI-integrated business environments.