Emerging technologies in the realm of artificial intelligence (AI) are increasingly shaping business operations, particularly through the growth of process mining and process intelligence. These innovative practices not only enhance essential business metrics but also focus on improving human outcomes, particularly within critical sectors such as healthcare and juvenile justice.
A notable collaboration is currently underpinned by data intelligence leader Celonis, which is engaging in significant research aimed at bridging gaps in the justice system of a large US state. This effort seeks to address systemic inefficiencies, particularly how data from juvenile justice and mental health services can be better utilitised to improve outcomes for vulnerable children. Erin Espinosa, who formerly served as a juvenile probation officer, shared her experiences with a specific case involving a ten-year-old boy diagnosed with bipolar disorder. Her narrative highlights the disconnect between mental health treatment and the juvenile justice framework, which can lead to detrimental consequences for children like Chris. "When I learned all of that information, I was finally able to intervene differently," Espinosa recounted, reflecting on how awareness of comprehensive data can enhance intervention strategies.
Arturo Castellanos, Assistant Professor at William & Mary, was part of a research team exploring the impact of integrating data from these siloed systems. He explained the objective of employing process mining through an "object-centric approach," which allows for the tracking of children over time within both the mental health and juvenile justice systems. Castellanos noted, “By applying process mining and an object-centric approach, we are able to retrace the journey of these children through both the juvenile justice and the mental health care system,” ultimately aiming to discover insights that could facilitate systemic change for better treatment and rehabilitation.
Meanwhile, the UK’s National Health Service (NHS) has been leveraging process mining to streamline healthcare services. Rupal Karia, Celonis VP and leader for the UK and Ireland, reported on promising results regarding reduced waiting times for patients and alleviated operational pressures within healthcare trusts. Over an eight-week period, the NHS saw a reduction in the waiting list from 73,000 to 67,000 patients, while avoiding approximately 1,800 appointment cancellations monthly, thereby achieving a notable financial saving of around £2.8 billion within the first year.
Karia emphasised that the prime focus of these improvements transcends financial benefits, stating, "It’s about patient care. So it’s a completely different measurement to what naturally businesses look at." With the NHS eagerly seeking sustainable solutions, Celonis plans to expand its process mining collaboration to additional trusts, aiming to further improve patient care delivery and healthcare outcomes.
The discussions surrounding AI-driven process intelligence in these sectors also raise questions about its future applications in governmental processes. Monica Chiarini Tremblay, a professor of business, posed a critical inquiry about the potential benefits of embedding process intelligence into various government systems, advocating for transparency and efficiency in public sector operations. Tremblay pointed out that understanding the treatment and reoffending trajectories of children within the justice system could reveal opportunities for timely interventions.
As attention grows around these innovative uses of process intelligence, Celonis has started collaborating with the UK Cabinet Office to improve the efficacy of government operations. Karia highlighted the vast potential that exists in exploring complex systems post-Brexit, noting, "At the moment, we’ve started on a journey with a pretty simple use case, but I think the potential is much, much broader."
In summary, the trajectory of AI automation in business sectors points towards a future where process intelligence not only streamlines operations but also elevates the standard of care in essential public services. The evolving integration of these technologies underscores their burgeoning relevance across both public and private sectors.
Source: Noah Wire Services