Mining Chatbot Interactions — Process Mining Camp 2019
The third speaker at Process Mining Camp 2019 was Zvi Topol from MuyVentive in the United States.
As process miners, we develop an uncanny ability to spot potential process mining data everywhere. Once you understand the mental model for process mining, you start seeing case IDs, activity names, and timestamps for processes in all kinds of situations.
After more than 17 years of this “process mining data spotting” it is rare that I see a completely new application area of process mining come along. Yet, when I read Zvi’s article about mining chatbot interactions I was surprised, and we just had to invite him to present his use case at camp.
The application is broader than just chatbots because other natural language interfaces like voice interfaces (Amazon Echo, Google Home, etc.) can be analyzed with the same approach. The goal — similar to customer journey-type analyses — is to improve customer experience rather than to increase speed or reduce costs.
Watch Zvi’s talk to learn how chatbot interactions can be analyzed with process mining, and dive into the world of natural language processing.
We will get together for one live-streamed talk each day, with lots of discussion and socializing at the campfire in between. You can read more about this year’s camp format, and why we think it can create a more relaxed and engaging experience, on our updated camp website.