In the rapidly changing business environment of today, businesses must move faster, smoother, and smarter than ever. Everybody discusses process improvement, but the question is—how do we do it smartly and sustainably? The solution lies in something referred to as Task Intelligence.
Let’s simplify it and see how Task Intelligence, with the power of Task Mining, can assist your company in achieving Process Excellence.
What is Process Excellence?
First of all, let’s define Process Excellence. Process Excellence is having your business move like a machine that’s perfectly oiled. Every team, every task, and every step should work in harmony with one another in the best possible way. It is about being more efficient, eliminating mistakes, conserving time, and giving your customers a superior experience.
Process Excellence isn’t just a matter of fixing broken processes. It’s a matter of improving and staying one step ahead continuously.
Introducing Task Intelligence
So, what is Task Intelligence? Suppose you were able to sit next to all your employees and observe how they work on the computer—what they do, how long everything takes, and where they stumble. That’s what Task Intelligence accomplishes, but without needing anyone to watch in person.
It leverages Task Mining software to collect information from employee desktops (with data privacy and security in mind) to see how work is performed. This information reveals how work gets done, not how work is done.
By looking at these tasks in real-time, businesses have an accurate picture of what is working, what is wasting time, and where they can automate or optimize.
What is Task Mining
Task Mining refers to the act of gathering and reporting on data of user activity within systems such as CRMs, ERPs, or email. It monitors things such as:
- Mouse clicks
- Keyboard inputs
- Screens viewed
- Time spent on each task
Task Mining gives insights into how work gets done at the micro-level—right from the employee’s screen. When combined with process data from systems (like in Process Mining), it gives a full picture of your operations.
Why Task Intelligence is the Secret to Process Excellence
Now that we know what Task Intelligence and Task Mining are, let’s see how they actually help in achieving Process Excellence.
1. It Finds Real Problems You Can’t See
A process may look perfect on paper, but in real life, things often go off-track. Maybe employees are switching between too many systems or spending time doing the same steps again and again.
Task Intelligence finds these hidden issues. It highlights where employees are stuck, where delays happen, or where errors occur. With this data, you can fix the root causes instead of just treating the symptoms.
2. It Makes Automation Smarter
Everyone wants to automate tasks to save time. But you can’t automate what you don’t fully understand.
Task Intelligence shows exactly which tasks are good candidates for automation. It tells you which parts of a process are repeated, time-consuming, and low value. This helps you create smarter automation strategies with real impact.
3. It Improves Employee Productivity
By removing repetitive tasks, reducing clicks, and making workflows easier, Task Intelligence helps employees focus on higher-value work. This not only increases productivity but also improves job satisfaction.
Employees stop feeling like machines and start working like problem-solvers.
4. It Helps Standardize Best Practices
Not all employees do the same task the same way. Some take longer. Some take shortcuts. Some make more errors.
Task Intelligence helps spot the most efficient way of doing things. You can then train everyone on these best practices, making the entire team more consistent and effective.
How to Start Using Task Intelligence
Step 1: Pick the Right Task Mining Tool
There are many Task Mining tools available—like Microsoft Power Automate Process Advisor, UiPath Task Mining, and Celonis. Choose one that fits your company’s size, systems, and needs. Look for:
- Easy setup
- Strong data privacy
- Clear reports and dashboards
- Integration with your existing tool
Step 2: Choose a Process to Study
Don’t try to study everything at once. Start small. Pick a common but time-consuming task—like handling customer service tickets or processing invoices. These are often full of hidden inefficiencies.
Step 3: Capture and Analyze Data
Let the Task Mining tool run in the background and collect data on how employees do that task. The tool will then analyze patterns, steps, delays, and actions to show where things can be improved.
Step 4: Take Action
Based on the insights, you can:
- Redesign the task flow
- Automate steps
- Train employees on better practices
- Remove unnecessary steps
- Improve tools or systems
Step 5: Repeat and Expand
Once you see results in one process, repeat the steps with other tasks. Over time, you’ll build a culture of continuous improvement, which is the heart of Process Excellence.
Real-World Example: Task Intelligence in Action
Let’s say a company handles 1,000 customer support tickets every day. The process seems simple: read the issue, check the database, respond, and close the ticket.
But Task Mining shows that agents are switching between five different systems to find customer details, which takes 2 minutes each time. That’s 33 hours lost every day!
With this insight, the company builds an integration that shows customer info directly on the ticket screen. Now, agents don’t switch systems, and the task is done in seconds.
That’s the power of Task Intelligence—it finds what’s slowing you down and helps you fix it smartly.
Tips to Succeed with Task Intelligence
- Get employee buy-in: Explain that the goal is to make work easier, not monitor people.
- Respect privacy: Always follow legal and ethical standards when collecting data.
- Start small: Quick wins build confidence and support.
- Use the data: Don’t just collect data—act on it.
- Make it a habit: Build Task Intelligence into your continuous improvement strategy.
Final Thoughts
In a world where customer demands are rising, and competition is tough, companies can’t afford to run on guesswork or outdated methods. Task Intelligence gives you the clearest view of how work really gets done—so you can improve it with confidence. With the power of Task Mining, you can spot hidden delays, remove wasteful steps, boost employee productivity, and reach Process Excellence faster than ever before.
The road to Process Excellence isn’t about working harder. It’s about working smarter—and Task Intelligence is your map. Want to start your journey toward smarter processes? Task Intelligence might just be the smartest decision you’ll make this year.