Artificial Intelligence

What is Process Intelligence?

You’re feeling extra groggy and decide you want to monitor your sleep patterns. So you explore different methods, like apps, wearables, and mattress sensors. After a few hours of research and thirty days of gathering stats on your Zzzs, you arrive at the conclusion that your sleeping habits need tweaking. 

Now picture the same journey, but this time, you were already wearing a smartwatch that was quietly collecting data in real time. In a few clicks, you can view the data you need, and receive personalized recommendations for improvement. Process Intelligence is like having a smartwatch strapped to your wrist from the start. You don’t need to set up a lengthy investigation: the answers are already at your fingertips. Let’s see how companies using Process Intelligence are navigating their operations and driving towards true operational excellence. 

Many of today’s organizations are eager to implement fast-moving technologies, but they’re relying on outdated methods of process and task mining to get there. Process Intelligence uses artificial intelligence to go beyond a one-dimensional record of work. It collects business process data autonomously, observing every action to help you make data-driven decisions at scale. Like a smartwatch, the process is unobtrusive and continuous, meaning it’s always on, but never disrupts your workflow. 

How Process Intelligence Is Like a Smartwatch for Your Organization

Process Intelligence shrinks the gap between your question and insight. How often has the light bulb of inspiration flickered on—only for you and your team to realize you don’t have access to the insights needed to back your big idea? 

Reduce Insight Latency

With ‘always-on’ process monitoring, actionable insights are ready when you need them. 

Say you’re an insurer interested in boosting customer satisfaction by improving your service desk. How do you know what to fix? 

Is the turnaround time (TAT) too long compared to industry benchmarks or your competition? 

Are error rates too high? 

Do employees need more product training? 

By automatically collecting process data 24/7, Process Intelligence aims to unfurl the answers to all of your questions on demand. 

Leverage Incremental Change

A cornerstone of continuous improvement is a commitment to incremental change. Often, organizations introduce tech initiatives that take the biggest swings at the lowest hanging fruit. While this strategy can prove quick ROI, it doesn’t always clinch long-term victory. 

Hidden in concerted, focused efforts, you’ll find the biggest wins. In the early 2000s, the British Cycling team won their first Tour de France through, what their coach called, “the aggregation of marginal gains.” They focused on tiny adjustments other teams overlooked or deemed nonsensical—many of which weren’t even focused on the mechanics of cycling. They instituted thorough hand-washing techniques to reduce sickness and found out what pillow led to each rider’s best night of sleep. 

Traditional process monitoring methods leave blindspots, while organizations who use Process Intelligence are seizing unexpected opportunities. A straightforward handbook on how to improve cycling performance would likely ignore the granular strategies that rocketed the British team to new heights, just like using process mining or task mining alone. 

What Are the Four Key Benefits of Process Intelligence?

Here are four challenges organizations face, and how Process Intelligence generates a clearer path between your data and results.

1. Operational Excellence

At the center of operational excellence is the philosophy of continuous improvement. The strategy leaves no stone unturned when it comes to minimizing waste and maximizing resources. Process Intelligence aggregates operational data from all along the value chain. Redesigned operational processes, using such AI-driven insights, can lower operational costs by 30%. 

2. Automation

From workflow automation to chatbots, the digital space is rife with automated technologies ready to boost productivity. Intelligent automation can reduce processing time by 50–60% and skyrocket ROI well into triple-digit percentages

But plucking one out of thin air is risky—implementing effective automation requires more than guesswork. Process Intelligence arms you with crystal-clear, ‘at-the-ready’ insights that fuel effective process maps, establish strong baseline KPIs, and spotlight the right areas to automate. By understanding how your processes run from end-to-end, you can fill your data lake with the clean, organized information popular automation tools need to succeed.

3. Workplace Productivity

The workplace is abuzz with a digital transformation push: but 70% of undertakings fail. Why? Lack of solid facts, unclear goals, and poor execution. Process Intelligence provides the data-backed insights that bridge the gap between ambitious DX goals and their success. 

4. Future of Work Readiness

The future of work is automation. While 60% of jobs will have automatable activities, that doesn’t leave us out in the cold. Use Process Intelligence to see what areas benefit from automation and which ones need the human touch. Identify areas for employee upskilling and continuously monitor productivity for new ways to improve. 

How Does Process Intelligence Compare to Conventional Process Monitoring Methods?

Can you picture a bicycle in your head? We all know what one looks like: two wheels, handlebars, some triangles. Now grab a piece of paper and sketch one out. Unless you’re a trained artist, it probably doesn’t match what you saw in your mind. 

This little thought experiment illustrates the ‘illusion of explanatory depth’—the idea that us humans tend to overestimate our ability to explain something. Humans are notoriously unreliable narrators, and this can cause manual process discovery efforts to crash and burn. 

Team members tend to think they know how they achieve their day-to-day work. Asked to describe the steps, explanations fall flat. They’re missing important details. They inadvertently skip over steps they accept as givens. Plus, asking staffers to take time out of their day to unravel their work takes precious time away from actually getting it done. 

So process experts introduced new technologies to autonomously analyze work, in hopes of getting a clear picture of operations. Two conventional strategies are process mining and task mining. But even these common methods leave valuable insights on the table. 

What is Process Mining? 

Process mining relies on event logs, a super-structured method of tracking user activity. Behaviors are compiled into a table, gathering prescribed data like timestamps, case IDs, and precise activity types. The pitfall? You can only monitor activities that fall neatly into this schema. 

While event logs make it easy to get a glimpse into fixed activities like system changes, enterprise resource planning (ERP) transactions, or call records, they don’t track everything. Activities that fall outside of this rigid style of record-keeping don’t make the cut. 

What is Task Mining?

Task mining tries to fill many of the gaps left by process mining. Special software records employee activities, like keystrokes, clicks, and other inputs. These tools can also take screenshots and record video.

The challenge here is that conventional task mining software must have a solid understanding of the tools at play. For instance, a series of clicks in an ERP might mean something different in a CRM. This method requires great care to ensure task miners interpret data accurately. 

Process Intelligence vs. Process Mining and Task Mining

Through AI, computer vision, and data science, Process Intelligence continually whirrs behind the scenes. In the background, it monitors your ongoing processes in real time, gathering data and observing behaviors without disrupting operations. 

Process Intelligence Comparison Chart

Process Intelligence Use Cases

See how organizations are using Process Intelligence to fuel big changes in their operations. 

Use Case #1: Process Optimization

Process Intelligence acts like a GPS for business operations, guiding you through the complex maze of processes to identify key areas for optimization. It’s an ‘always-on’ detective, uncovering the ‘what, why, and how’ of every process step. 

Use Process Intelligence to identify the root cause of operational challenges. You can forecast the impact of process redesigns and simulate proposed solutions. In this example, it’s all about strategically connecting your workforce and process and technology metrics with business metrics.

Use Case #2: Accelerating Digital Transformation

Digital transformation tops the list of boardroom initiatives—but how do you know what steps to take?

The rapid embrace of digital tools has led to a bottleneck: intense competition for IT resources and budget needed to deploy these innovations. Process Intelligence helps organizations pinpoint the right areas for improvement. 

Armed with an end-to-end understanding of a process, you can construct a data-driven business case, showcasing how a new strategy—like robotic process automation or generative AI adoption—will save time or costs. Process Intelligence plays a crucial role in calculating the ROI of newly deployed tools, tracking their utilization, and quantifying the impact on key operational metrics. 

Use Case #3: Regulatory Compliance

Industries like insurance, banking, and healthcare are subject to strict oversight. Process Intelligence confirms both team members and automated technologies conform to best practices and regulatory guidelines. You can quickly capture how processes run and ensure the right steps are followed. Since Process Intelligence operates silently in the background, systems produce this iron-clad record automatically. 

Ready to Get Started with Process Intelligence?

Skan can help set your organization up with Process Intelligence that will make it feel like you’re wearing an ‘always-on’ smartwatch, ready to analyze your operations in real time. Ready to kick-off your Process Intelligence journey?

Book a demo to see how easy it is to get started.

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