We have previously explored the differences between data mining, task mining, and process mining, and then took a closer look at task mining versus process mining. This time we would like to share some real-world examples that highlight the transformative power of these technologies.

Example 1: Enhancing Customer Service Ticketing Imagine a customer service ticketing process. Process mining reveals that tickets entering a cycle often share common reasons and quantifies the additional work these cycles generate. However, if part of the support service work happens in Outlook and web browsers, it won't be captured by traditional process mining tools. With task mining, we can log these actions and integrate them into the process model. Additionally, data mining can analyze plain text request descriptions to identify duplicates and improve case routing. Combining all three technologies provides a comprehensive view, driving significant process improvements.

Example 2: Streamlining Procurement Consider the classical procurement process. We extract the data from SAP (or any other system), and using a process mining tool helps us to unveil the real process map and highlight bottlenecks where most of the time is consumed, and changes to purchase orders are frequent. Task mining then helps us understand user interactions within SAP, including parallel application usage and missing data points. This holistic insight enables us to streamline the procurement process effectively.

Example 3: Optimizing Hiring Now, let’s look at a less traditional but equally impactful example - hiring. While the recruiter’s workflow appears quite straightforward in the source data, many manual actions occur outside the system. In order to automate these actions, we need to identify patterns in the daily tasks. Deploying task mining agents allows us to gather valuable data, enabling data-driven decisions even when the process isn’t mature enough for classical process mining.

These examples illustrate the unique value each technology brings to process improvement. Utilizing data mining, task mining, and process mining allows businesses to access a holistic view and drive substantial enhancements.