Gurgel, André MoraisFelce, Wesley Oliveira Castro2025-03-242025-03-242025-01-27FELCE, Wesley Oliveira Castro. Otimização de processos organizacionais: um estudo de caso sobre a integração da inteligência artificial ao BPM em uma empresa de assistência técnica. Orientador: André Morais Gurgel. 2025. 49f. Trabalho de Conclusão de Curso (Graduação) - Curso de Administração, Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte, 2025.https://repositorio.ufrn.br/handle/123456789/63188This study analyzes the integration of Artificial Intelligence (AI) and Business Process Management (BPM), highlighting how this combination can optimize workflows, reduce costs, and enhance decision-making in companies. The research adopts a qualitative interpretative approach, based on literature analysis and the practical application of BPM with AI. The results show that incorporating AI into business processes can increase operational efficiency and customer service quality, as evidenced by the case of Fox Assistência Técnica. Despite implementation challenges, such as organizational resistance and data governance issues, the continuous adoption of these technologies, with a focus on training and gradual adaptation, is essential for business competitiveness.AdministraçãoInteligência artificialGestão de Processos de Negócios (BPM)IA GenerativaProcess miningAutomação de processosAdministrationArtificial intelligenceBusiness Process Management (BPM)Generative AIProcess miningProcess automationbachelorThesisCNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO