“Efficiency” is a word that is used frequently in organizations, regardless of their sector or field of business. This is a goal and an expectation that cannot be overemphasized.
Businesses must make the most of their existing resources to reach their full potential and ensure long-term success, especially during economic downturns.
Efficiency usually requires change, which is often a challenge for most companies. Evaluating current workflows and operations can be difficult, and even if areas for improvement are identified, subverting established procedures and processes may not be warmly welcomed by employees. Research shows that 70% of attempts by organizations to digitally transform internal processes fail, wasting time, money and employee buy-in.
Despite these potential complexities, sometimes the status quo needs to be disrupted in order to correct inefficiencies and develop essential parts of the business. Luckily, today’s decision makers have all the tools they need to track their journey to automation using data-backed insights.This is called process intelligence
Process intelligence overview
Process Intelligence is an advanced technology that analyzes an organization’s workflows to identify potential bottlenecks, automation opportunities, and other areas for efficiency.
This deeper understanding and broader perspective of their operations can dramatically improve their efficiency, but only if they take the right approach.
It must be driven by insights generated through both task and process Mining, using timestamps at various points across the timeline, produces a model that can easily identify discrepancies.
The best approach to process intelligence
What is task mining?
Process Intelligence consists of two separate ideas. Task mining and process mining. The easiest way to distinguish between the two is “front end” and “back end”. But both are equally important to ensuring that large-scale practices run smoothly. Task mining focuses on small actions such as keystrokes and mouse clicks that employees perform while performing tasks. In comparison, process mining looks more broadly at event logs and background activity that occurs during larger processes.
To make the most of these insights, companies should scale process mining alongside task mining. Task mining allows steps to be standardized at the individual level, resulting in more predictability and less guesswork in determining how long an employee’s task will take. Process mining can provide more effective and reliable solutions because there are fewer variances at individual points in the timeline.
Benefits of Process Simulation
Process mining may be able to examine past and present processes, but what about the future?
This advanced application gives decision makers the predictive power to consider their operations. Process simulation allows you to experiment with different workflows while considering different variables that may occur in your operations.
Many organizations build their processes around an envisioned “happy path,” or universal ideals and efficient scenarios related to user experience. Unfortunately, in the complex circumstances in which most businesses operate, we rarely come across such one-size-fits-all solutions. Therefore, using process simulation to design “leading paths” subject to varying complexity allows for flexibility and power. Adapt to specific situations.
Imagine a flight simulator. Future pilots will gain the experience they need to deal with the conditions and variables they may encounter (barometric pressure, bad weather, equipment failure, refueling) without the risk of experiencing it firsthand.
Process simulations are similar in their depth and complexity, allowing users to design optimal workflows based on as much data as possible before implementation. However, instead of the pilot adjusting the hypothetical wind speed, the insurer asked how hiring an additional agent would affect the claims process, or whether a particular step was completed at twice his current speed. You can see what happens if This predictive capability allows organizations to proactively optimize workflows with very specific variables in mind.
Leverage employee buy-in
The current labor market situation is greatly impacted by digital transformation. Jobs are being cut and sometimes eliminated at the same rate that new profitable prospects are being created. As we see more and more tasks being replaced by AI and ML technologies, the mere word “automation” can scare employees worried about the future of their role. As such, you can’t always expect an enthusiastic response from your employees when asked about implementing a system that identifies automation opportunities.
However, process intelligence is not about replacing human employees with robots, it is about using human capabilities more effectively. By specifying correct By automating steps in the process, companies can offload repetitive and monotonous tasks assigned to their employees and instead delegate more creative, cognitive and challenging projects to them.
This symbiosis of intelligent automation and human ingenuity improves the experience for both businesses and their customers. Accounting for this mutually beneficial relationship is critical to engaging employees in process intelligence.
Expected results
Process Intelligence should not be viewed as an easy fix. So what you might be wondering is whether the results make Process Intelligence worth the trouble.
The data speaks for itself. In one survey, 32% of UK companies that implemented process and task mining tools reported increased revenue, and 54% said they had improved overall efficiency. In terms of ROI, 65% of the UK companies surveyed said that process automation yielded a return at least twice the value of the initial investment, with only 3% reporting a negative ROI. was only
With the right approach, process intelligence has the power to drive efficiency, revenue, and better customer and employee experiences. Business momentum in the adoption of AI and automation makes it imperative to stay informed and knowledgeable about these practices. In 2023 and beyond, resistance to change will no longer be an impediment to the success of decision makers and their organizations.
About the author
Neil Murphy is ABBYY’s Global Channel Chief and SVP Sales. ABBYY powers intelligent automation. We reimagine how people work and how businesses accelerate their business by providing the intelligence that drives automation platforms. We aim to constantly rethink how technology solves process and data challenges to help people and organizations thrive. We help more than 10,000 companies around the world, including many of the Fortune 500, to make a big impact in the areas that matter most: customer experience, profitability, and competitive advantage.
Featured Image: ©Ulpon
