About Process Intelligence
Process Intelligence is a workspace-based discovery tool that helps organizations discover, analyze, and optimize customer service processes using historical conversation transcripts. By analyzing customer interactions, Process Intelligence automatically identifies common customer intents, workflows, personas, and operational patterns, enabling organizations to uncover automation opportunities and build AI-powered customer service agents.
Using Process Intelligence, you can:
Upload and analyze conversation transcripts.
Discover process categories and customer intents automatically.
Identify personas and workflow patterns.
Generate process flows and Standard Operating Procedures (SOPs).
Evaluate automation opportunities.
Create AI Agents from discovered business processes.
Accessing Process Intelligence
From the left navigation menu, click Process Intelligence. The Process Intelligence landing page displays an overview of transcript analysis results, discovered process categories, personas, and automation insights.
The Process Intelligence page consists of the following sections:
Summary Metrics | Provides a high-level view of the selected workspace, including the number of transcripts analyzed, discovered categories, analysis runs, average handling time, and average friction. For more details, refer to Analyzing the Summary of Transcript Discovery. |
Workspace Selector | Allows you to switch between different Process Intelligence workspaces and view the current discovery status for the selected workspace. It also enables you to create and manage multiple process discovery projects. For more details, refer to Create and Run Discovery on a Workspace. |
Process Categories | Displays all process categories automatically discovered from your call transcripts, grouped by intent and workflow patterns. For more details, refer to Viewing Process Categories. |
Persona Archetype | Displays the customer personas identified across your analyzed transcripts. Each archetype represents a distinct pattern of customer intent, behavior, and interaction style discovered from real customer conversations. For more details, refer to Viewing Persona Archetypes. |
ROI Analysis | Provides an AI-generated Return-on-Investment (ROI) assessment for automating the discovered process categories. For more details, refer to Viewing ROI Analysis. |