Why it matters

Every organization depends on processes — but many are hidden. Employees create workarounds, switch between multiple systems, and follow undocumented steps that are never captured. Without visibility into how work truly happens, automation and AI initiatives often fail before they start.

Lost productivity and wasted effort

Rising operational costs

Delays in service delivery

Compliance risks from untracked activities.

Transforming into a data-driven business is becoming increasingly important for organizations to improve stakeholder experience and operational efficiency

Is Process Mining enough ?

While process mining captures structured data within the processes, numerous user interactions with business applications remain uncaptured. This lack of visibility limits the ability to look at processes through a user-centric lens and identify opportunities that can impact both employee and customer experience.

The lack of visibility into user interactions outside of enterprise applications hinders a complete view of the as-is process.

Digital Interaction Intelligence

Process Mining shows you the flow you expect. DII shows you the work that actually happens.

Digital Interaction Intelligence

• Scope: Aggregates data across users/desktops along with business context and anonymizes/redacts PII data

• Objective: To discover as-is processes and hierarchical flows with supervised and unsupervised ML algorithms

• Approach: Automatically captures all the user interactions and classifies tasks into processes without manual intervention

• Application: Helps continuously monitor against business KPIs, provide recommendations on workforce insights, and trigger automations for identified automation opportunities

• Security: Automatically identifies any sensitive information in the data and restricts the transfer of it to the cloud

Process Mining

• Scope: Aggregates data across users/desktops

• Objective: To discover as-is processes based on user definitions, along with process variants

• Approach: Captures the tasks/activities and business users would need to define start and end points

• Application: Helps identify automation opportunities, perform root-cause analysis, and provide workforce insights

• Security: Encrypt/decrypt UI logs data and assign role-based user access controls

DII Solutions are fundamentally different from conventional Task Mining because of the proactive approach to capture all user interactions and classify tasks without manual interventions. It uses AI to "unbox" the hidden, unstructured Business Data based on Human Machine Interactions (HMI) to generate a granular understanding of your end-to-end processes.

Business Use Cases

A snapshot of Digital Interaction Intelligence in action

Retail

Merchandising teams spend hours consolidating spreadsheets, delaying product launches and promotions. Need to accelerate product launch cycles by 20–30%, improving speed-to-market.

Banking

Onboarding staff follow undocumented steps, creating compliance gaps and audit risks. Must reduce compliance errors by 40% and strengthen audit readiness.

Telco

Customer service agents toggle between CRM and billing systems, lengthening average handling time. Need to reduce average call handling time by 20%, boosting customer satisfaction.

Insurance

Claims agents re-enter data across multiple systems, slowing down resolution and increasing error rates. Need to cut claims handling time by 25%, reducing errors and rework.

Energy & Utilities

Field technicians rely on paper-based processes that must later be digitized, creating bottlenecks and delays. Important to cut reporting delays by 50% and improve regulatory compliance.

Public Sector

Case workers process benefits manually across siloed systems, reducing service quality and slowing response times. Targets are to reduce processing time for citizen services by 30%.

From Work Insights to Business Solutions

Turn real-world behaviors into smarter processes, streamlined operations, and automation-ready solutions that deliver measurable impact.

Foundational Work Intelligence

Understand What People Actually Do — Across Roles, Teams, And Locations

Behavioral Discovery & Process Mapping

Uncover how work actually flows — beyond process documentation

Automation Readiness & Acceleration

Move From Insight To Execution — Faster And With Confidence

• Application Hotspots: See effort distribution across applications

• Email Hotspots: Understand effort by subject and domain

• Document Hotspots: Analyze time spent per file (xlsx, doc, ppt, pdf)

• Common Activity Clusters: Identify dominant behavioral patterns across tools

• Privacy & Trust Built-In: Anonymized insights, opt-in transparency, full data governance

• Process Variants & Deviations: Track paths across users and shifts in taught vs. practiced flows

• Insights by Process Configuration: Find digital friction, rework, and automation-ready moments

• Ancillary Work Analysis: Expose hidden, repetitive tasks outside formal processes

• SOP & PDD Export: Scout tasks and hand them off to RPA in standard format

• Work Dynamics Analysis: Measure adoption, feature usage, toggling, and process touchpoints

• Application Portfolio Rationalization: Prioritize and streamline tools across teams

• Human Glue Costing: Quantify effort lost to manual hand-offs across unintegrated systems

Designing & Proving What Works

Model outcomes, build the business case, and validate change — ensuring every solution delivers the value promised.

Strategic Simulation & Value Modeling

Quantify the upside — before you act.

Transformation Monitoring & Change Validation

Don’t just implement — prove it works.

• What-If Scenario Modeling: Forecast process outcomes and ROI pre-implementation

• Business Case Generator: Link behavior to KPIs like cost per transaction, FTE time saved

• KPI Monitoring Dashboards: Track ROI realization and incremental improvement

• Timeline View: Visualize before/after snapshots of intervention impact

• Ongoing Change Audits: Continuously validate adoption, efficiency, and consistency

• Refinement Triggers: Adjust strategy as new opportunities or risks surface.

Executive Take

Traditional Process Mining gives you a system’s-eye view of operations by analyzing ERP and CRM logs — useful for compliance and high-level process mapping, but hides much of the real work. Digital Interaction Intelligence (DII) goes further. It captures the human-in-the-loop reality — how employees actually interact with systems, apps, and workarounds day to day. This delivers a richer, actionable blueprint of operations, surfacing inefficiencies, bottlenecks, and high-ROI automation opportunities that process mining alone can’t reveal.