How to uncover AI agent use cases with the HR Case Process Mining Evaluation project

[Damian Pascale]

This short video is part of a series designed to highlight how ServiceNow customers can start to identify process improvement opportunities using the Process Mining evaluation projects for Employee Cases that have been made available on their instances as of the Yokohama release.   These focused projects are designed to give you a feel for the power and value of the solution if you were to fully unleash it in your organization across all workflows and processes.

As part of the evaluation project in the Yokohama release, ServiceNow process mining can help identify where AI agents can improve the employee experience and align to key employee outcomes.

*You will want to use these Evaluation Projects in your production instance.  The necessary audit log data likely does not exist in your lower environments.

*For Yokohama instances, you must be on Patch 2 or above for the the evaluation projects to be available to analyze.

The HR Case process mining evaluation project provides HR teams with a data-driven approach to identifying AI use cases, enabling smarter automation, faster case resolutions, and a more efficient, employee-centric HR service experience.

Here is some additional Process Mining content that you might want to check out next:

• Guide to getting started with Process Mining
• What workflows (ITSM, CSM, HR, etc) is Process Mining available for?
• How to create your first Process Mining project (Washington DC experience)
• Planning your ServiceNow Process Mining program
• How to use Process Mining to identify process improvement opportunities
• Process Mining FAQ
• Process Mining Academy
• Am I ready for Process Mining?
• Benefits of running Process Mining in a production environment
• Why behind the KPI:  How Process Mining complements Performance Analytics
• Process Mining for external process data
• Automated Findings

[Aditi18]

Hi Damian, the video is quite clear and detailed. My question is why we are choosing the simple tasks here to be potential AI use cases. As in, shouldn't we be considering high volume and complex use cases to be handled by automation? 

[Damian Pascale]

Absolutely!  What we shared is just one technique a team could use to identify a use case. There are a number of ways process mining could be used to identify AI agent use cases.  Its all about value and targeted goals and opportunities presented to an organization. I recently worked with a customer who wanted to use Process Mining to identify and provide evidence of overly complex triage of work, taking way too long to get into work in progress. Another one could also be sub tasks that are up or downstream of a workflow that are, to you point, complex and need a second team to accomplish. Having an AI agent identified for that task could alleviate a lot of complexity, time and effort.