’Process Mining for improving efficiency and Digital UX’ was the title of our captivating presentation delivered by Csaba Lengyel, a Vialto Consulting managing director, during Digital Transformation 2023 Conference, a prestigious Portfolio event held in Budapest. The topic that attracted a lot of interest highlighted the importance of real-time business process monitoring with Process Mining tools, aiming for Intelligent Process Automation.
Brief summary of the presentation:
Businesses need to recognize the growing role of digital channels to keep up with customer expectations and needs. Users now expect businesses to provide a seamless online experience, solve problems, and understand and anticipate customer needs.
Digital customer service platforms often lack the presence of a personal administrator to manage processes, which significantly reduces customer experience (also known as user experience =UX). In such cases, real-time, end-to-end monitoring of processes would be required in order to reveal and fix bottlenecks and execution gaps. Process mining, an emerging technology that can be applied to all major processes in all industries, can provide the most effective solution.
In his presentation, Csaba Lengyel used a case study drawn from an actual experience to demonstrate how process mining tools can be used to streamline customer service processes, suggesting the following steps: identification of anomalies and root causes, real-time intervention based on process analytics and complex process logics, prediction of customer behavior, automated intervention routines, machine learning based prediction of customer frustration, expediting dispatcher work.
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