Digital transformation initiatives frequently fail to deliver expected results, up to 70% falling short of their objectives. A key factor in this failure is the inability to accurately capture and analyze the complex interactions between humans and systems in modern business processes.
This whitepaper presents Intelligent Interaction Mining as a revolutionary approach to solving this challenge. It combines Firstsource's process transformation expertise with Soroco's work graph technology to provide unprecedented visibility into business operations.
The Process Visibility Crisis
Current Challenges in Process Understanding
Traditional business process analysis relies heavily on system logs, manual observation, and employee interviews. These methods present several critical limitations:
- System logs capture only structured data, missing crucial human-system interactions
- Manual observation is resource-intensive and provides limited sampling
- Employee interviews are subject to recall bias and interpretation errors
- Process mining tools focus primarily on system-to-system interactions
As a result, organizations struggle to identify true operational inefficiencies and often implement solutions that fail to address root causes.
The Evolution of Process Analysis
Bringing System and Human interaction data together
While process mining has revolutionized our understanding of system-to-system interactions, it captures 51% of modern business processes. The remaining 49% consists of human-system interactions outside traditional records systems. Bringing both of the aspect together is important to have an holistic view of the effort and opportunities.
Intelligent Interaction Mining: A New Paradigm
The partnership between Firstsource and Soroco introduces a revolutionary approach beyond traditional process mining. By integrating Soroco's work graph technology with Firstsource's transformation expertise, we enable organizations to:
Deep Capture Technology
Deep capture technology provides comprehensive visibility into digital interactions by:
- Recording and analyzing human-machine interactions
- Identifying patterns in digital workflows
- Capturing keystroke events and system interactions
- Maintaining privacy and security standards
AI-Driven Process Optimization
The integration of advanced AI and machine learning algorithms transforms raw interaction data into actionable insights by:
- Identifying process inefficiencies and bottlenecks
- Recommending optimization opportunities
- Predicting potential process failures
- Enabling data-driven decision making
Market Impact and Evolution
Since its introduction, our solution has demonstrated a significant market impact:
| 2018 | 2020 | 2023 |
|---|---|---|
| Launch of Deep Capture Technology, revolutionizing interaction data collection | Integration of AI and machine learning capabilities | Expanded global implementation across multiple industries 2024 & Beyond: AI-Driven Process Optimization |
The steady growth in market value reflects the increasing adoption of AI-driven process optimization solutions, which are particularly accelerated in post-pandemic digital transformation initiatives.
Empirical Results
Case Study: Transforming Logistics Efficiency for a Leading Transportation Technology Company
A large transportation technology company offering logistics solutions for transportation professionals, including load planning, transportation management, real-time rates, and negotiation tools.
- Scope: 290 employees, three geographical locations
- Duration: 2 months
- Results:
- 37% reduction in process variation
- 28% improvement in throughput
- 30% additional FTE savings via automation
- 14,000 hours of annual effort savings
Industry Benchmarks
Analysis across multiple implementations shows:
- Average process efficiency improvement: 25-35%
- Return on Investment (ROI): 1.5x - 2x within the first year
- Implementation time: 8-12 weeks
- User adoption rate: 92%
Comprehensive Process Insights
Our holistic approach delivers unprecedented visibility into operations by:
- Integrating digital interactions and keystroke events
- Uncovering hidden inefficiencies
- Optimizing workflows for maximum efficiency
- Improving customer satisfaction through faster, more accurate service delivery
Future Implications
The integration of AI and machine learning into business processes represents more than just technological advancement—it marks a fundamental shift in how organizations understand and optimize their operations. As businesses continue navigating digital transformation, those who embrace comprehensive process visibility will gain significant competitive advantages.
Conclusion
The partnership between Firstsource and Soroco addresses a critical gap in business process optimization. By providing true visibility into human-machine interactions, organizations can finally understand how work really happens and make informed decisions about process improvement and automation.
This insight-driven approach enables companies to:
- Make evidence-based transformation decisions
- Optimize operations based on actual usage patterns
- Improve employee and customer experiences
- Drive sustainable efficiency gains
As businesses continue their digital transformation journeys, the ability to understand and optimize human-machine interactions will become increasingly critical for success. Organizations that embrace this comprehensive approach to process visibility will be better positioned to compete in an increasingly digital business landscape.
About Firstsource
Firstsource is a specialized global business process management partner and an RP-Sanjiv Goenka Group company. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.
About Soroco
Soroco is a global leader in work graph technology, transforming how teams work by unlocking insights from daily activities. Soroco’s AI-powered platform maps processes at scale, enabling organizations to identify inefficiencies, streamline operations, and drive impactful change. With a focus on empowering businesses to achieve operational excellence, Soroco is redefining work transformation for the digital age.