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Communications Mining Meets Process Mining

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In recent years, process mining has made significant improvements to operating efficiency. However, when paired with data mining for communications, they create whole new opportunities for business transformation. While communications mining closes the loop on business operations, enabling end-to-end automation and capturing the entire customer journey, process mining drives significant efficiency gains. Both are necessary for a better, more competitive firm, together with automation technologies.

The advent of process mining has marked a sea change in the organization’s operational effectiveness. Process mining allows operations teams to avoid the laborious effort of process mapping by analyzing data and event logs. Rather, they detect inefficiencies in the company automatically. Process mining reveals “how” and potential failure points in a process. Combined with additional resources, we can start to comprehend the “why.”

Companies typically possess the resources required to describe the “what” and “how” of their activities. However, they frequently lack the tools to identify “why,” and until you comprehend the need behind a process, it is impossible to create one that works. It is essential that you make sense of the unstructured conversational data in your organization in order to comprehend that desire.

Communications mining is essential to making sense of every business discussion you have, from emails to support tickets.

Individuals, Not Procedures

Compared to process mining, communications mining is an even more recent invention. However, when these technologies are utilized in tandem, their entire potential is achieved.

A new category of enterprise software called communications mining is designed to extract value from unstructured conversations data. It interprets business interactions at scale using natural language processing (NLP) and machine learning (ML), turning them into structured data that the business may use. Real-time communication analysis provides firms with total transparency into critical business operations.

Unstructured conversational data, which includes notes made in enterprise resource planning (ERP) systems, emails, tickets, and instant chats, is a rich source of insight into underlying causes that is yet completely unexplored. It is estimated that up to 90% of company data is unstructured, with a large portion coming via communication channels. A consumer can be asking for an update, or an employee might be reporting a problem with the system.

Finding the most important information from talks with customers, prospects, and employees can be done with communications mining, which can be used wherever in the organization where communication channels are integrated into business operations. For instance, it might identify the most typical reasons why customers file complaints or draw attention to labor-intensive, manual procedures that eat up staff time.

In this sense, the ability to comprehend and provide a comprehensive, end-to-end client journey depends on communications mining. While structured data can provide a comprehensive overview of a process’s performance, unstructured conversational data analysis is necessary to comprehend user interactions with the process and its related ones. The individual is the main focus, not the procedure. The request instead of the route followed.

Communications mining really helps organizations by allowing them to quantify the counterfactual. Analyzing customer interactions is about finding out what the user wanted to happen and what may have happened instead of just comprehending what has transpired in a given process. Which demand was expressed by the client, and why wasn’t it satisfied? The most effective way to uncover this “why” information as opposed to “what” or “how” is through communications mining.

Take a look at an average support desk process. Process mining precisely monitors a support ticket’s progress as it moves through the case management system and is eventually resolved. What it misses are the important discussion points during the procedure. Here, the consumer and the service representative converse (typically by email) to identify and resolve the problem. The ticket appears to be stalled at the “awaiting further feedback” stage when viewed through process mining. However, communications mining provides light in the dark by gleaning important information from the back-and-forth transmissions. It aids in the company’s comprehension of the problem and potential solutions.

Process mining increases productivity, making it a vital tool for expanding a company’s operations. But more often than not, procedures fail because they can’t satisfy customer demands, not because they’re inefficient. Users are not given what they expect or want from them. For an organization, increasing the efficiency of a redundant process won’t do much. Rather, an organization needs to comprehend how to modify a process in order to provide better results for both clients and staff.

Better When Collaborating

A better business or better service cannot be achieved overnight. Mining communications is just the beginning of the process. It finds places in communications data where there is friction and highlights them for further examination. This is the ideal setting for process mining. If issues that have come to light are found to be inefficient, the organization may then think about simplifying them. There are a lot of new prospects for intelligent automation because communications mining currently turns unstructured talks into structured data.

A company cannot enhance its operations without initially comprehending its clients, both internal and external. Similar to this, front-end experiences won’t always be improved by back-end improvements. It is necessary to comprehend what is happening and why. Communications mining serves as a roadmap to assist companies in identifying the ideal places to extract gold. The engine that drives your ability to comprehend and better optimize these processes is process mining. Additionally, these systems generate the data required to directly automate some of the company’s most expensive and time-consuming procedures.

Examine the interplay between UiPath Communications Mining and UiPath Process Mining. Through UiPath Automation Hub, both products create prospects for business automation and enhancement (all via the UiPath Business Automation Platform). Together, they make it possible to automate business processes that include both structured and unstructured components from beginning to end. Workers connect with company IT systems and communicate with coworkers and customers to accomplish tasks. Any step of the process can be analyzed and automated with the use of both communications and process mining.

The order-to-cash procedure is a prime illustration. By keeping an eye on emails and CRM notes, communications mining can identify problems such as a high-value customer’s repeated late deliveries. It finds the underlying causes of these problems in addition to identifying and warning the company about complaints and unfavorable sentiment. The purpose of contact is to generate work for your people. The entire order-to-cash process can then be visualized with the aid of process mining. It identifies the sources of the lead times’ discrepancy between expectations and reality.

The information required to automate crucial steps in the order-to-cash process is also extracted by communications mining and process mining. For quicker processing, delivery, and payment, the order management system automatically logs all the pertinent information from customer orders. Communications mining can automatically assign customer complaints and delivery delays to the appropriate service teams for prompt response. As a result, there is an improvement in cash flow, revenue, customer satisfaction, and operational efficiency.

Increased productivity is just one benefit of this combination strategy. A company can permanently change itself once it gets the knowledge and data necessary to identify its problems.