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New Product Design - Data Mining Call Center Analysis  

Overview:

Research to support process discovery, design, and develop a product to aide in automation of call center analysis, to expand the speed, scale and/or scope of the Xerox Automation Suite platform (Autobot).

Our Client:

Internal Process Mining and Data Aggregation (PMDA) client

Our Users:

Business Analysts (BA's) that observe call centers for the function of process improvements.

Our Tasks:

Study the current state:

• The actual process (i.e. call center, or whatever is being modeled)
• The methodology used by the RPA team to model the process
• Understand what happens after deployment.

Identify areas of opportunities and subtleties that we need to be aware of:

• Identify opportunities for capturing more accurate models, as well as tools/ways in which we can aid the analysts in how to engage with the teams, and each other to make the process of capturing as-is process.
• Identify any issues with the current redesign recommendations – are there unintended consequences we may be missing?
• How to monitor after deployment transition, and how to learn from them in future roll-outs?

Provide design recommendations:

• Tools/formats/specs for new features in XAS, automation, etc.
• Sensors, interviews or other techniques to capture the depth and context necessary.

Our Work:

• Presentation 1 - Internal Presentation: Overview of what we saw and heard from observations and interviews