what is process mining process mining helps streamline the process of improving business process flows by highlighting hidden inefficiencies instead of blindly trying to automate and improve your workflows service now's in-platform process mining solution allows an organization to understand how processes interact with each other identify bottlenecks and then make smart decisions about how to improve them this quick demonstration will introduce you to how many organizations run the business with dashboards just like this one tracking critical kpis and how they are trending towards the goals we've set for ourselves but when kpis start to Trend in the wrong direction understanding why and how to improve them isn't always easy and obvious this is where process mining comes in for example if we see our mttr is trending in the wrong direction in a single click we can drill down to the process mining workspace to get a better understanding of some of the inefficiency icies and more importantly the opportunities to improve in the process mining workspace we are immediately presented with both Ai and driven and rule-based Improvement opportunities categorized by the type of opportunity and the kpis that they impact for example the engine will call out situations where work is repeating steps in the process ping ponging between teams or perhaps going through an additional step all things that would be slowing us down or this one specific example here where we have a number of tickets that are bouncing in and out of the awaiting call or info State and probably most important piece of information here is this 42 years worth of total inefficiency 42 years worth of total productivity time that it's just packaged up and things moving in and out of the awaiting call or info State even if we can just reclaim 1% of that 42 years that's going to be a win for us from an organizational perspective so now that we understand the opportunity and probably more importantly the magnitude of that opportunity let's dive deeper to see if there are ways to reclaim some of that time so from here we'll be able to drill into the analyst workbench to continue that conversation with our processed data inside of the analyst workbench we're able to get a better understanding of how work is moving in and out of that awaiting caller info State and then what we can do is we can start to use our breakdowns on the Le hand side of the screen to further slice and dice these incidents Maybe by assignment group By Priority by category very often when we start thinking about things going into the awaiting caller info State we can start to look at or we should start to look at the intake Channel because if we can improve that intake experience perhaps we can reduce the need to go back to the user for additional information so what we can see here is that we have a large volume of the incidents that are going into the waiting call or infate coming from self-surface and portal but look at this email Channel there's 1,00 incidents coming in via email that go into the awaiting caller info State and more importantly look at the average duration there's a whole additional week of time packaged up in incidents that come in via email and go into the waiting Coler info State versus those top two channels kind of makes sense email is a pretty unstructured Channel you'd expect some back and forth but a whole week we know we can do better than that so let's just isolate it down to those 1200 incidents coming in via email and now what can we do next well perhaps we can use this histogram to start looking at and focusing in on the instance that are coming in and going into wooding colar info two times three times or four we can start to analyze where that work is coming from and where that work is going to or we can dive deeper from an investigative perspective and drill down to the detailed records behind this and get a better understanding of what's actually happening within them it's a huge advantage of an in platform based process mining solution is the ability to get to those detailed records themselves because a lot of the action of information lives within the work notes of those records we could use some root cause analysis to help us get a better understanding of some of the key contributing factors that are driving these incidents that awaiting go infos state or we could use some additional platform machine learning capabilities to start to harvest some of the gold that lives in that unstructured data the short descriptions and the descriptions and what we see here is that we have a cluster of incidents that are coming in via email and going into a waiting caller info they are just people trying to update their email address and their profile that's something that we should have a self-service option for service catalog item or virtual agent conversation and even if we do have those things perhaps we just need to Market them a little bit better to reduce the number of people sending emails in about that because that's slowing us down so now that we've identified this opportunity what do we do next well we could add a note here to have somebody look at this they would get a notification they would click on a link inside of that notification click this preview button would take them to the exact same place in the analysis that that we were so they could continue to dive deeper if they needed to or we could link this insight to a continual Improvement initiative that's out there or create a new continual Improvement initiative to ensure that this opportunity that we found gets tracked prioritized and followed up on closing the loop from a continual Improvement experience perspective inside of organization holding people accountable and making sure that we act on these valuable opportunities that we're finding with process mining