Article: The main mission of process mining software is to dig deep into the operations of large enterprises and determine which workflows are working, which have inefficiencies, and which parts of the organization are not matching up well.
Now, process mining vendors are on the path to absorption AI automation and this Latest Agentic AI Technology To help customers know how well their organization’s IT systems, such as ERP and CRM, are working.
“I think AI has now really given us a whole portfolio of improvements that you can implement based on that information,” said Manuel Hogue, field CTO at Celonis. Process mining vendor established in Germany in 2011but said Targeting AI Podcast from AI Business. “For example, things that were not possible to automate before can now be automated with the help of AI. Think about everything related to human communication, where you actually want to notify an agent that they should reach out to the customer and inform them about a late delivery.”
Agents enable Celonis to accomplish just that purpose – communicating with customers more easily and effectively than before about processes like purchasing and product delivery.
“You really want a voice assistant that calls your priority customer and actually informs them of updates that may cause a shipment delay,” Hogg said. “And then we can give them background information on the process. When your customer asks this voice assistant, ‘Why was it late? What options can you offer me?’ We can then give you background information about the current status of your order and your current capabilities.”
Like many other vendors and enterprises that have turned to generic AI, Celonis is platform-agnostic, using AI technology from Microsoft, AWS, and others.
