Process Mining for Customer Service Management creates business process flows from the case data audit trail, allowing process owners to perform in-depth analysis around bottlenecks and inefficiencies and discover process insights to improve business outcomes.
- Process visualization and analysis
- Integration with Performance Analytics
- Collaboration to exchange insights with your businesses
- Continual Improvement Management
- Root cause analysis using AI
- Out-of-the-box inefficiency finding definitions
Changed
Process Mining now includes predefined state definitions, responsibility mappings, teams, and agent assignments so customers can start immediately and adjust over time. This enables key metrics including idle time and touchpoint analysis out of the box.
When creating a new project, Process Mining automatically recommends fields for activities, breakdowns, and child tables — reducing setup time and the technical knowledge required to reach a working configuration.
This application has an app dependency on core Process Optimization(sn_po) and requires the plugin for Customer Service (com.sn_customerservice).