The intersection of generative AI and process intelligence is reshaping the landscape of enterprise productivity. As businesses seek to optimize operations and drive innovation, these technologies offer unprecedented opportunities for transformation. By automating routine tasks, uncovering hidden inefficiencies, and generating valuable insights, organizations can unlock new levels of efficiency and competitiveness.
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In our recent webinar, we discussed the highly anticipated potential of Generative AI (GenAI) and Process Intelligence to drive productivity throughout an organization.
Featuring Dr. Bernhard Schaffrik, Principal Analyst at Forrester and Kang Yu, Lead Product Manager at Skan, this session brought together industry thought leaders to discuss how these technologies are revolutionizing enterprise productivity.
Watch the full webinar OnDemand.
Dr. Bernard Schaffrik kicked off the discussion by setting the stage on the current landscape of process intelligence.
According to Dr. Schaffrik, “Process intelligence has moved beyond just understanding workflows. It’s about integrating actionable insights directly into business operations to foster continuous improvement.” |
This shift can be explained by the growing adoption of process intelligence, as organizations increasingly recognize its value in providing a more comprehensive view of their processes.
He further illustrated the transformative potential of combining process intelligence with generative AI, a development that is no longer a distant future but a current reality.
“We’re witnessing a paradigm shift, where the convergence of Process Intelligence and Generative AI is no longer a future possibility, but a present reality. Enterprises that harness these technologies together can expect not only to streamline operations but to redefine how work is done.” |
As the old saying goes, ignorance is bliss, but in the case of generative AI and process intelligence, this proverb doesn't apply. Companies that fail to educate themselves on the realities of operationalizing these technologies risk being left behind in the new productivity normal.
Kang Yu, Lead Product Manager at Skan, added unique depth to the discussion by addressing the limitations of traditional process discovery methods. The conventional approaches often fall short in capturing the full scope of business operations.
But what exactly is, "traditional process discovery?"
For those new to the world of process improvement, traditional process discovery refers to the methods and techniques used to identify, analyze, and understand existing business processes. It's like taking a snapshot of your company's operations to see how things are currently working.
Imagine you're a detective investigating a crime scene. You're looking for clues, evidence, and patterns to piece together what happened. Traditional process discovery is similar. It's about carefully examining your company's operations to understand how they work, identify inefficiencies, and uncover opportunities for improvement.
Traditional process discovery, while valuable, often provides a limited view of how businesses truly operate. It's like examining a crime scene piece by piece, without considering the broader context of the crime. This can lead to missed opportunities for improvement and a distorted understanding of the true nature of your processes.
“Traditional process discovery has always been limited by its narrow focus,” Kang explained, pointing out that these methods typically offer only a partial view, which significantly restricts the ability to understand processes executed across multiple systems. |
He went on to highlight the specific challenges with process mining.
“Process mining, for instance, is excellent in extracting data from event logs within a singular system, like an ERP or CRM,” Kang observed. “However, it loses visibility once the process extends beyond that single source.” |
The real challenge is in capturing a holistic view of operations—something that traditional methods often struggle to achieve. To overcome this challenge, businesses must turn to more advanced technologies like AI-powered Process Intelligence. Process Intelligence offers the power to analyze vast datasets, identify patterns, and gain a holistic view of operations that traditional methods simply cannot provide.
Learn more about the AI-powered process revolution in our recent ebook.
Picture a world where mundane tasks are automated, insights emerge from vast datasets, and creativity flourishes. This is the future enabled by generative AI. No longer a distant concept, generative AI is reshaping the competitive landscape and offering organizations unprecedented opportunities for growth.
At Skan, we've witnessed firsthand the transformative power of generative AI. By integrating it into our product roadmap, we've unlocked new possibilities and redefined our competitive strategy. That's why we created Skan Wing, the industry's first suite of AI solutions designed to bridge the gap between cutting-edge technology and your unique business needs.
By aligning Generative AI initiatives with your company's strategic goals—whether they focus on product excellence, service excellence, or operational excellence—you can position your organization to lead in an increasingly competitive landscape.
Discover more about Skan Wing.
Kang and Bernard presented a compelling case study illustrating how organizations can leverage Gen AI and Process Intelligence to drive innovation and efficiency. While the theoretical benefits of these technologies are clear, it's equally important to understand how they can be successfully implemented in real-world scenarios.
A leading healthcare provider is undergoing a multi-year transformation journey as they migrate existing customers and enroll new customers onto a new claims management platform.
The primary challenge has been addressing the significant increase in claims submissions with the existing workforce—finding ways to do more with relatively less—while still maintaining the high standards of quality and customer satisfaction that the organization is known for.
To address the growing volume of claims submissions, the healthcare provider sought to enhance workforce productivity while maintaining high-quality standards. By leveraging GenAI and process intelligence, they were prepared with the process insights they need to gain remarkable results.
Both the speakers agreed that achieving alignment between function objectives with overall business goals is crucial for delivering long-term impact. This strategic alignment was made possible for our client because these functions relied on a single source of truth—Skan's data.
Skan not only provided a holistic view of the claims management process but also enabled seamless data traceability across business functions. This robust platform offered the organization the foundational information needed to work cohesively. By ensuring that every productivity improvement could be directly mapped to delivering exceptional customer value, Skan played a pivotal role in driving operational excellence.
By leveraging Skan's capabilities, this client achieved a remarkable 30% productivity improvement and realized $15 million+ in annual savings.
Inspired by success? Explore more real-world results from our clients.
The session concluded with a forward-looking discussion on emerging trends and opportunities. Kang and Bernard pinpointed several areas where GenAI and Process Intelligence are set to make significant strides.
Embrace a Data-Driven Mindset: Embracing a data-driven mindset is crucial for organizations seeking to thrive in today’s fast-paced, technology-driven environment. Process intelligence offers a holistic and objective view into how processes are executed, often challenging preconceived notions or gut feelings about the current state of affairs.
Focus on What Matters: To truly make an impact, focus on the factors that matter. Shift to the notion of targeted improvement that have a tangible effect on productivity and filter out the noise. This approach will allow you to concentrate on what will drive the most long-term impact and tackle the underlying drivers that hinder your operations.
Leadership and Ownership Are Key: Leadership plays a pivotal role in the success of process intelligence and transformation initiatives. At the end of the day, technology is a tool humans use, not the other way around. Change is inherently difficult and often met with resistance—that’s simply human nature. Therefore, leaders must take ownership of these initiatives, guiding them with persistence and leveraging data to demonstrate progress and maintain momentum. This continuous drive and stewardship are essential for gaining and sustaining buy-in across the organization.
Invest in Essential Skillsets: Finally, the evolving landscape of process intelligence demands a new set of skills. Organizations must double-down in building cross-functional teams that combine business acumen, data analysis, and the ability to drive transformation. By cultivating these interdisciplinary teams, businesses can derive meaningful value from their data and implement the changes necessary to stay competitive.
As we venture into the next frontier of productivity, the integration of GenAI and Process Intelligence continues to be more involved in operations, beyond simply providing data and insights. Stay tuned for more updates from Skan as we navigate disruptive technologies and their profound impact on the enterprise world.
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