Most organizations deploying AI agents can’t answer a basic question: is it actually working? Not whether the agent runs — whether the process actually got better.

In Episode 3 of our process mining and process intelligence series, Damian Pascale and Roz Parpia join host Bobby Brill to go deep on what it actually looks like to run process intelligence with AI in the mix — from the AI Visibility Gap, to a four-step framework for finding the right AI use cases, to what “closed loop intelligence” really means once agents are governing agents.

This episode’s answer to the recurring question: don’t automate the chaos. Find it, understand it, improve it — then, and only then, streamline it.

 

CHAPTERS

0:00  Introduction — Damian Pascale & Roz Parpia

0:56  “Don’t automate the chaos” — where the phrase comes from

2:25  Process mining vs. process intelligence — what actually changed

4:21  The linchpin: where AI fits across all three layers

5:36  The AI Visibility Gap — what most organizations are missing

6:56  A real example: when agent metrics look great, but quality doesn’t

8:13  The four-step framework: Find, Understand, Improve, Streamline

11:27  Where AI comes into streamlining — sizing the right use cases

13:19  Does the order of the four steps actually matter?

14:04  Task Mining — the human side process mining can’t see

15:19  A concrete example: the procurement approval bottleneck

16:31  The closed loop — six steps to continuous improvement

17:30  Why you can never skip the ‘detect’ step

18:05  Measuring real impact with the compare feature

19:25  Governance and AI Control Tower, explained simply

20:46  Mining the agents themselves — a third layer of visibility

21:36  Closed loop intelligence — the three layers, confirmed

22:48  Day one: what to do after deploying your first agent

23:38  Closing thoughts from both guests

24:26  Wrap-up

 

IN THIS EPISODE

• Why an AI agent doesn’t fix a broken process — it just runs the broken process faster

• The real difference between process mining and process intelligence: three layers in one

• The AI Visibility Gap: why almost every customer has deployed an agent, but few can prove it’s working

• A real customer example — an agent that improved response time but quietly increased the reopen rate

• The four-step framework for AI-ready process improvement: Find, Understand, Improve, Streamline

• The 2–15 minute rule (and the 3–9 minute sweet spot) for sizing the right AI agent use cases

• Why skipping straight to automation is exactly how you end up automating the chaos

• Task Mining and the procurement approval example — 45 minutes across four systems, invisible to process mining alone

• The six steps of the closed loop, and why the ‘detect’ step is the one everyone skips

• Using the compare feature to measure whether an AI agent actually helped — or just moved the problem

• AI Control Tower, explained simply — and how it becomes a third layer of process intelligence

• Closed loop intelligence: the agent, the governance, and the agent’s own behavior — all observable, all improving

 

GET STARTED

If you’re a ServiceNow customer, you already have access to free evaluation projects — no license needed.

https://www.servicenow.com/au/products/process-mining/get-started.html

https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html

https://www.youtube.com/watch?v=TVrU0TQ7ldM

https://www.youtube.com/watch?v=GLKROYqnc10

 

#ServiceNow #ProcessMining #ProcessIntelligence #AIAgents #AgenticAI #TaskMining #AIGovernance #AIControlTower #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #ClosedLoopIntelligence #ServiceNowPodcast #EnterpriseAI #DontAutomateTheChaos

Most&nbsp;organizations&nbsp;deploying&nbsp;AI&nbsp;agents&nbsp;can&rsquo;t&nbsp;answer&nbsp;a&nbsp;basic&nbsp;question:&nbsp;is&nbsp;it&nbsp;actually&nbsp;working?&nbsp;Not&nbsp;whether&nbsp;the&nbsp;agent&nbsp;runs&nbsp;&mdash;&nbsp;whether&nbsp;the&nbsp;process&nbsp;actually&nbsp;got&nbsp;better.
In Episode 3 of our process mining and process intelligence series, Damian Pascale and Roz Parpia join host Bobby Brill to go deep on what it actually looks like to run process intelligence with AI in the mix &mdash; from the AI Visibility Gap, to a four-step framework for finding the right AI use cases, to what &ldquo;closed loop intelligence&rdquo; really means once agents are governing agents.
This episode&rsquo;s answer to the recurring question: don&rsquo;t automate the chaos. Find it, understand it, improve it &mdash; then, and only then, streamline it.
&nbsp;
CHAPTERS
0:00&nbsp;&nbsp;Introduction&nbsp;&mdash;&nbsp;Damian&nbsp;Pascale&nbsp;&amp;&nbsp;Roz&nbsp;Parpia
0:56&nbsp;&nbsp;&ldquo;Don&rsquo;t&nbsp;automate&nbsp;the&nbsp;chaos&rdquo;&nbsp;&mdash;&nbsp;where&nbsp;the&nbsp;phrase&nbsp;comes&nbsp;from
2:25&nbsp;&nbsp;Process&nbsp;mining&nbsp;vs.&nbsp;process&nbsp;intelligence&nbsp;&mdash;&nbsp;what&nbsp;actually&nbsp;changed
4:21&nbsp;&nbsp;The&nbsp;linchpin:&nbsp;where&nbsp;AI&nbsp;fits&nbsp;across&nbsp;all&nbsp;three&nbsp;layers
5:36&nbsp;&nbsp;The&nbsp;AI&nbsp;Visibility&nbsp;Gap&nbsp;&mdash;&nbsp;what&nbsp;most&nbsp;organizations&nbsp;are&nbsp;missing
6:56&nbsp;&nbsp;A&nbsp;real&nbsp;example:&nbsp;when&nbsp;agent&nbsp;metrics&nbsp;look&nbsp;great,&nbsp;but&nbsp;quality&nbsp;doesn&rsquo;t
8:13&nbsp;&nbsp;The&nbsp;four-step&nbsp;framework:&nbsp;Find,&nbsp;Understand,&nbsp;Improve,&nbsp;Streamline
11:27&nbsp;&nbsp;Where&nbsp;AI&nbsp;comes&nbsp;into&nbsp;streamlining&nbsp;&mdash;&nbsp;sizing&nbsp;the&nbsp;right&nbsp;use&nbsp;cases
13:19&nbsp;&nbsp;Does&nbsp;the&nbsp;order&nbsp;of&nbsp;the&nbsp;four&nbsp;steps&nbsp;actually&nbsp;matter?
14:04&nbsp;&nbsp;Task&nbsp;Mining&nbsp;&mdash;&nbsp;the&nbsp;human&nbsp;side&nbsp;process&nbsp;mining&nbsp;can&rsquo;t&nbsp;see
15:19&nbsp;&nbsp;A&nbsp;concrete&nbsp;example:&nbsp;the&nbsp;procurement&nbsp;approval&nbsp;bottleneck
16:31&nbsp;&nbsp;The&nbsp;closed&nbsp;loop&nbsp;&mdash;&nbsp;six&nbsp;steps&nbsp;to&nbsp;continuous&nbsp;improvement
17:30&nbsp;&nbsp;Why&nbsp;you&nbsp;can&nbsp;never&nbsp;skip&nbsp;the&nbsp;&lsquo;detect&rsquo;&nbsp;step
18:05&nbsp;&nbsp;Measuring&nbsp;real&nbsp;impact&nbsp;with&nbsp;the&nbsp;compare&nbsp;feature
19:25&nbsp;&nbsp;Governance&nbsp;and&nbsp;AI&nbsp;Control&nbsp;Tower,&nbsp;explained&nbsp;simply
20:46&nbsp;&nbsp;Mining&nbsp;the&nbsp;agents&nbsp;themselves&nbsp;&mdash;&nbsp;a&nbsp;third&nbsp;layer&nbsp;of&nbsp;visibility
21:36&nbsp;&nbsp;Closed&nbsp;loop&nbsp;intelligence&nbsp;&mdash;&nbsp;the&nbsp;three&nbsp;layers,&nbsp;confirmed
22:48&nbsp;&nbsp;Day&nbsp;one:&nbsp;what&nbsp;to&nbsp;do&nbsp;after&nbsp;deploying&nbsp;your&nbsp;first&nbsp;agent
23:38&nbsp;&nbsp;Closing&nbsp;thoughts&nbsp;from&nbsp;both&nbsp;guests
24:26&nbsp;&nbsp;Wrap-up
&nbsp;
IN&nbsp;THIS&nbsp;EPISODE
&bull; Why an AI agent doesn&rsquo;t fix a broken process &mdash; it just runs the broken process faster
&bull;&nbsp;The&nbsp;real&nbsp;difference&nbsp;between&nbsp;process&nbsp;mining&nbsp;and&nbsp;process&nbsp;intelligence:&nbsp;three&nbsp;layers&nbsp;in&nbsp;one
&bull;&nbsp;The&nbsp;AI&nbsp;Visibility&nbsp;Gap:&nbsp;why&nbsp;almost&nbsp;every&nbsp;customer&nbsp;has&nbsp;deployed&nbsp;an&nbsp;agent,&nbsp;but&nbsp;few&nbsp;can&nbsp;prove&nbsp;it&rsquo;s&nbsp;working
&bull;&nbsp;A&nbsp;real&nbsp;customer&nbsp;example&nbsp;&mdash;&nbsp;an&nbsp;agent&nbsp;that&nbsp;improved&nbsp;response&nbsp;time&nbsp;but&nbsp;quietly&nbsp;increased&nbsp;the&nbsp;reopen&nbsp;rate
&bull;&nbsp;The&nbsp;four-step&nbsp;framework&nbsp;for&nbsp;AI-ready&nbsp;process&nbsp;improvement:&nbsp;Find,&nbsp;Understand,&nbsp;Improve,&nbsp;Streamline
&bull;&nbsp;The&nbsp;2&ndash;15&nbsp;minute&nbsp;rule&nbsp;(and&nbsp;the&nbsp;3&ndash;9&nbsp;minute&nbsp;sweet&nbsp;spot)&nbsp;for&nbsp;sizing&nbsp;the&nbsp;right&nbsp;AI&nbsp;agent&nbsp;use&nbsp;cases
&bull;&nbsp;Why&nbsp;skipping&nbsp;straight&nbsp;to&nbsp;automation&nbsp;is&nbsp;exactly&nbsp;how&nbsp;you&nbsp;end&nbsp;up&nbsp;automating&nbsp;the&nbsp;chaos
&bull;&nbsp;Task&nbsp;Mining&nbsp;and&nbsp;the&nbsp;procurement&nbsp;approval&nbsp;example&nbsp;&mdash;&nbsp;45&nbsp;minutes&nbsp;across&nbsp;four&nbsp;systems,&nbsp;invisible&nbsp;to&nbsp;process&nbsp;mining&nbsp;alone
&bull;&nbsp;The&nbsp;six&nbsp;steps&nbsp;of&nbsp;the&nbsp;closed&nbsp;loop,&nbsp;and&nbsp;why&nbsp;the&nbsp;&lsquo;detect&rsquo;&nbsp;step&nbsp;is&nbsp;the&nbsp;one&nbsp;everyone&nbsp;skips
&bull;&nbsp;Using&nbsp;the&nbsp;compare&nbsp;feature&nbsp;to&nbsp;measure&nbsp;whether&nbsp;an&nbsp;AI&nbsp;agent&nbsp;actually&nbsp;helped&nbsp;&mdash;&nbsp;or&nbsp;just&nbsp;moved&nbsp;the&nbsp;problem
&bull;&nbsp;AI&nbsp;Control&nbsp;Tower,&nbsp;explained&nbsp;simply&nbsp;&mdash;&nbsp;and&nbsp;how&nbsp;it&nbsp;becomes&nbsp;a&nbsp;third&nbsp;layer&nbsp;of&nbsp;process&nbsp;intelligence
&bull;&nbsp;Closed&nbsp;loop&nbsp;intelligence:&nbsp;the&nbsp;agent,&nbsp;the&nbsp;governance,&nbsp;and&nbsp;the&nbsp;agent&rsquo;s&nbsp;own&nbsp;behavior&nbsp;&mdash;&nbsp;all&nbsp;observable,&nbsp;all&nbsp;improving
&nbsp;
GET&nbsp;STARTED
If&nbsp;you&rsquo;re&nbsp;a&nbsp;ServiceNow&nbsp;customer,&nbsp;you&nbsp;already&nbsp;have&nbsp;access&nbsp;to&nbsp;free&nbsp;evaluation&nbsp;projects&nbsp;&mdash;&nbsp;no&nbsp;license&nbsp;needed.
https://www.servicenow.com/au/products/process-mining/get-started.html
https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html
https://www.youtube.com/watch?v=TVrU0TQ7ldM
https://www.youtube.com/watch?v=GLKROYqnc10
&nbsp;
#ServiceNow&nbsp;#ProcessMining&nbsp;#ProcessIntelligence&nbsp;#AIAgents&nbsp;#AgenticAI&nbsp;#TaskMining&nbsp;#AIGovernance&nbsp;#AIControlTower&nbsp;#WorkflowAutomation&nbsp;#DigitalTransformation&nbsp;#ContinuousImprovement&nbsp;#ClosedLoopIntelligence&nbsp;#ServiceNowPodcast&nbsp;#EnterpriseAI&nbsp;#DontAutomateTheChaos

ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,  and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow Insights&nbsp;is your insider&rsquo;s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,&nbsp;&nbsp;and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow TechBytes is a Podcast Program hosted …