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Pega Process Mining

How do you know if your processes are working as well as they should be—and how do you know what to fix when they slow down or break? Pega Process Mining turns your workflow data into visual process maps and comprehensive analytics. Want to see this in action? Explore what your enterprise is capable of when you have the power to know exactly where to target optimizations.


[Presenter] Dealing with the competing demands of today's world can be challenging. To adapt to changing business needs, you need to conserve resources, reduce cost, and maximize efficiency. At the same time, the expectations you need to meet have never been higher. Customers expect lightning fast, personalized service, and employees expect modern systems that reduce friction and help them be their best. You need streamlined, optimized processes across your enterprise from the back office, to your customer-facing interactions. But how do you know if your processes are working as well as they should be? And how do you know what to fix when they're slow or broken? Enter Pega Process Mining. Pega Process Mining is a key tool for process optimization. As a core part of the Pega solution, Pega Process Mining turns your workflow data into visual process maps, and comprehensive analytics that allow you to determine how your processes are really running.

They give you the power to know exactly where to target optimizations like automations, and AI informed decisions. Want to see this in action? Let's look at a workflow for processing a dispute. We'll easily connect to our Pega data to get a visual process map that shows us the most common path through our process. We can look at a sampling of all of our workflows with metrics like case volume, event volume, and duration easily viewable. Previously, we may have been in the dark about process problems, but we can now analyze the data to see where opportunities for optimization exist. For our disputes workflow, we start by analyzing slow activities. We can select the slowest activity for deeper analysis using AI-powered probable cause analysis to identify why it's happening. In this case, the probable cause analysis correlates property values with a slow activity.

Additionally, rework analysis lets us identify situations where the workflow had to repeat process steps, certainly an indicator of an unoptimized process. In this scenario, we see a rework affecting 19% of our cases, which increases the average duration. Utilizing root cause analysis, we can determine improperly set property values are the cause of this rework. This information gives us a clear path to optimization. These are just two of many powerful analysis techniques available in Pega Process Mining. Now fully armed with these insights, we're ready to dramatically improve the performance of our workflow. With Pega Process Mining, you can easily capture process insights, and use them to drive changes to your app configurations, convert your insights into backlog stories, or even use them to train your workforce and drive behavioral change. Adapt to and build for all varieties of change With Pega Process Mining.


Solution Area: Operational Excellence

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