Process Optimization using AI/ML
summary
ServiceNow demonstrates a workflow-first approach that uses process mining to map event logs in minutes (instead of months), an intent-based discovery pipeline that clusters ~500,000 tickets into ~10 intents covering ~70% of volume, and flags a 44,000-record agent-request cohort as automatable by a virtual agent. The stack combines clustering, root-cause text analysis and prediction of SLA breaches to prioritize where to simplify processes, train people, then apply RPA or bots, and to show before/after ROI.
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chapters (7)
- 0:00Intro
- 2:27Organizations use a variety of process improvement methodologies. Each accommodate a different need.
- 8:00Workflows are what you create and implement to your processes better
- 9:57Key pain points
- 11:50The Process for Optimizing a Process
- 17:43Automation Discovery
- 23:26ML based prediction on ETA and Resource Optimization
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