Agent Interaction Mining

Overview

This skill covers mining agent interactions across ServiceNow to discover automation opportunities. By analyzing conversation logs, incident patterns, request fulfillment data, and resolution workflows, you can identify repetitive tasks ripe for virtual agent deflection or flow automation.

Key capabilities:

• Analyze conversation transcripts from Virtual Agent and live agent sessions
• Identify high-frequency, low-complexity interaction patterns suitable for automation
• Discover common resolution paths and standardize them into bot topics
• Map handoff points between virtual and live agents to optimize escalation flows
• Quantify automation ROI by estimating time savings per pattern
• Generate prioritized automation candidate reports

When to use: When planning virtual agent expansion, identifying self-service opportunities, building a business case for automation investment, or optimizing agent workload distribution.

Prerequisites