Appian Customers Unlock AI's Full Potential by Embedding It in Business Processes

Rhea-AI Summary

Appian reports significant growth in AI adoption, with customer usage increasing 7.9x year-over-year for AI-powered document extraction. Currently, 70% of Appian Cloud customers are utilizing AI capabilities across their operations.

The company highlights success stories from diverse organizations:

• Acclaim Autism reduced patient intake time by 83% using AI for medical document processing
• Century Fire Protection cut invoice processing time by 36% and halved missed discounts
• Hitachi projects 20% reduction in operating expenses and 60% faster time-to-market
• Texas Department of Public Safety implemented AI chatbot for procurement processes
• University of South Florida deployed AI to enhance academic advising for 50,000 students

Appian emphasizes that AI's full potential is realized when embedded within business processes, providing governance and accountability while optimizing operations.

Positive

• Customer AI adoption increased 7.9x year-over-year
• 70% of Appian Cloud customers are already using AI services
• Multiple successful customer case studies showing tangible ROI (Acclaim Autism: 83% intake time reduction, Century Fire: 36% faster invoice processing)
• Hitachi partnership expected to achieve 20% reduction in operating expenses and 60% improvement in time-to-market
• Rapid implementation timeframes (3 weeks for Acclaim Autism, under 2 months for USF)
• Growing enterprise and government customer base including Hitachi and Texas Department of Public Safety

Negative

• None.

Insights

Technology Analyst

Appian's AI adoption soared 7.9x YoY with 70% cloud customer adoption, delivering measurable efficiency gains across multiple industries.

Appian's latest product release shows impressive market traction for their process-integrated AI approach. The 7.9x year-over-year increase in AI-powered document processing and 70% adoption rate among cloud customers demonstrate strong product-market fit. Their strategic focus on embedding AI directly within business processes addresses critical governance and accountability challenges that often limit enterprise AI effectiveness.

The cross-industry implementation examples highlight Appian's versatility:

• Acclaim Autism achieved an 83% reduction in patient intake time while maintaining HIPAA compliance
• Century Fire Protection cut invoice processing time by 36% and reduced missed payment discounts by 50%
• Hitachi projects 20% lower operating expenses and 60% faster time-to-market
• Texas Department of Public Safety deployed an AI procurement chatbot for 10,000+ stakeholders
• University of South Florida implemented AI to enhance academic advising for up to 50,000 students

The rapid implementation timelines (just three weeks for Acclaim Autism and under two months for USF) indicate low technical barriers to adoption. Appian's "private AI" approach specifically addresses compliance requirements in regulated industries, a significant differentiator in healthcare and government sectors where data privacy concerns often inhibit AI adoption.

Financial Analyst

Appian's AI metrics show strong product adoption with 7.9x YoY growth and 70% cloud customer penetration, driving measurable efficiency gains.

The AI adoption metrics revealed in Appian's announcement signal strong market momentum, with AI usage growing 7.9x year-over-year for document processing and 70% of Cloud customers already implementing AI features. This level of customer penetration suggests successful integration of AI capabilities into their core platform and effective customer enablement.

The customer success stories demonstrate quantifiable return on investment across diverse sectors:

• Acclaim Autism: 83% reduction in patient intake time, shortening wait times from six months to weeks
• Century Fire Protection: 36% reduction in invoice processing time and 50% fewer missed early payment discounts
• Hitachi: Projected 20% reduction in operating expenses and 60% improvement in time-to-market

The rapid implementation timelines cited (three weeks for Acclaim Autism, under two months for USF) suggest efficient deployment capabilities, which typically translate to healthier professional services margins and faster customer time-to-value.

Appian's process-centric AI strategy addresses practical business challenges rather than theoretical use cases, as evidenced by the operational improvements cited across all customer examples. The emphasis on embedding AI within workflows rather than as standalone applications suggests deeper integration with customers' core operations, typically a favorable indicator for long-term retention and potential account expansion.

DENVER, April 29, 2025 /PRNewswire/ -- Appian (Nasdaq: APPN) is giving customers the power to have AI work directly in their business processes. As the Process Company, Appian believes better processes are the key to better business outcomes. AI makes the most impact when it operates within business processes, gaining purpose, governance, and accountability.

As the Process Company, Appian believes better processes are the key to better business outcomes.

Appian's customer AI adoption has increased 7.9x year-over-year to process more items through AI-powered document extraction. Additionally, 70% of Appian Cloud customers are already using AI — from AI assistance in process modeling to AI agents in advanced, integrated applications.

The latest product release lets customers embed AI in any interface to power their processes from within. Appian customers, including Acclaim Autism, Century Fire Protection, Hitachi, the Texas Department of Public Safety, and the University of South Florida, are seeing transformative outcomes from this process-first approach.

Acclaim Autism treats children with Autism Spectrum Disorder. Their manual intake process left patients waiting up to six months for care. With Appian, they cut intake time by 83%. Acclaim Autism implemented Appian AI in just three weeks to extract diagnosis information from unstructured medical documents, ensuring accurate medical information is reflected to guarantee compliance and expedite the intake process. And because of Appian's private AI approach, they remain compliant with HIPAA and other privacy standards. Now, they are delivering faster care to patients in need.

Century Fire Protection had a team of people manually processing over thousands of invoices and order acknowledgements, causing them to frequently miss early payment discounts. Appian's Customer Success team built an accounts payable application that uses Appian AI to automatically classify documents and extract data. This new approach cut invoice processing time by 36% and reduced missed discounts by 50%.

As a multinational company with a diverse portfolio spanning digital systems, power, healthcare, and more, Hitachi recognized opportunities to optimize its internal processes. To further enhance data consolidation, cross-sell visibility, and the creation of compelling sales proposals, Hitachi partnered with Appian. Through this partnership, Hitachi ensures that their AI receives high-quality data while unifying systems, automating pipelines, and accelerating application development. The program is expected to achieve a 20% reduction in operating expenses, a 60% improvement in time-to-market, and increased sales productivity—modernizing sales operations through data informed by AI and process automation.

The Texas Department of Public Safety deployed a generative AI chatbot to streamline its procurement process. The Appian chatbot taps into internal data to give procurement officials instant access to regulatory information and guidance on state contracting procedures. By putting comprehensive procurement data at the fingertips of over 10,000 stakeholders, Appian AI gives the Texas DPS the efficiency it needs to serve the community.

The University of South Florida (USF) academic advisors use Appian AI to give students faster, more personalized support. Advisors query USF's data fabric through a generative AI chatbot that answers questions about student cases and generates meeting agendas, action plans, and follow-up emails. Appian AI saves advisors time in preparing for each 30-minute meeting, so they get that time back to connect with students. USF deployed Appian in under two months to advisors serving up to 50,000 students a year.

"AI is most powerful when it's embedded within processes, not operating in isolation," said Randy Guard, Chief Marketing Officer, Appian. "Our customers are proving that embedding AI agents within processes optimizes operations, enhances accuracy, and accelerates outcomes—unlocking AI's full potential in a governed, accountable way."

Process is more powerful with AI and AI is more powerful in a process. Learn more about how Appian customers are putting AI to work and driving process transformation.

About Appian

Appian is The Process Company. We deliver a software platform that helps organizations run better processes that reduce costs, improve customer experiences, and gain a strategic edge. Committed to client success, we serve many of the world's largest companies across industries. For more information, visit appian.com. [Nasdaq: APPN]

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SOURCE Appian

FAQ

How much has Appian (APPN) increased its AI adoption in 2025?

According to the April 2025 press release, Appian's customer AI adoption has increased 7.9x year-over-year, with 70% of Appian Cloud customers already using AI for document extraction, process modeling, and integrated applications.

What cost savings did Century Fire Protection achieve using Appian's AI solutions?

Century Fire Protection achieved a 36% reduction in invoice processing time and reduced missed early payment discounts by 50% by implementing Appian's AI-powered accounts payable application.

How is Hitachi benefiting from Appian's AI integration in 2025?

Hitachi's partnership with Appian is expected to deliver 20% reduction in operating expenses, 60% improvement in time-to-market, and increased sales productivity through AI-informed data and process automation.

What efficiency gains did Acclaim Autism achieve with Appian's AI implementation?

Acclaim Autism reduced patient intake time by 83% by implementing Appian AI in just three weeks, while maintaining HIPAA compliance through Appian's private AI approach.

How is the University of South Florida using Appian's AI for student services?

USF deployed Appian AI in under two months to help academic advisors serve up to 50,000 students annually, using a generative AI chatbot to generate meeting agendas, action plans, and follow-up emails.