April 2, 2025 | 5 min read

How Task Mining drives customer service efficiency and business value

Since customer service is directly tied to client interactions, optimizing business processes is essential for delivering high-quality service. However, while a company may meet its customers’ basic needs, inefficiencies can lurk within backend processes, impacting overall performance. What seems like minor workflow hiccups snowball into skyrocketing costs and slow processes. Many companies try to fix the issues through automation, but it does not always bear fruit, as most lack full visibility into customer service operations.

An obvious question arises – how can operational inefficiencies be identified and addressed, so automation goes as it should be? Without modern business data analytics, it’s virtually impossible. The good news is that Task Mining is the ultimate game-changer. It provides detailed insights into inefficiencies and helps businesses correct them in no time, making automation truly effective.

In this article we will explore how Task Mining transforms customer service, allowing companies to drive operational efficiency while unlocking serious cost savings and productivity gains.

Let’s dive deeper into the common operational issues in customer service and learn how to eliminate them with Task Mining.

Customer service pain points

Long waiting times

Customer service teams overall are overwhelmed with responsibilities. Take a typical case at a contact center: an agent contacts a customer for information (e.g., ID number), but they don’t answer. While waiting, the case remains open, clogging the queue. Meanwhile, complex cases requiring departmental approval are also delayed. The result? Frustrated customers, overworked agents, and a backlog that never seems to shrink.

Regardless of the challenge, they all lead to thousands of hours wasted on repetitive actions and missed opportunities. But here’s the thing – the real problem isn’t just long waiting times or numerous follow-up activities. It’s lack of visibility into agent performance, and a failure to proactively resolve inefficiencies.

Excessive manual follow-ups

Customer service teams process thousands of routine manual tasks whose execution at times depends on preceding tasks. Imagine a situation where a contact center agent deals with a customer inquiry. The inquiry should have been routed to another department, but it hasn’t been, because a piece of information like SIM number or ID verification is missing. So, the contact center agent needs to contact the client to get the information, wait for it, validate it once again, and only then route it to the corresponding team which makes task execution unreasonably labor-intensive.

Lack of system integration

The whole inquiry handling procedure can be considered time-consuming due to the numerous disconnected systems that don’t talk to each other. For every single touch with a client or client’s data, contact center agents jump through different applications: CRMs, internal databases, Excel spreadsheets etc. For instance, first an agent gets an email from a customer with new data, cross-checks it with existing data stored in CRM, then manually copies data from the email and enters it into a document on a different platform. This constant switching between systems wastes valuable time and increases the risk of errors.

What can transform customer service like never before is Task Mining. Let’s break down how the technology solves the customer service challenges.

Task Mining: what it is and why it matters

Task Mining is a technology that provides deep task-level analytics into how employees execute tasks. It collects and analyzes desktop data to pinpoint inefficiencies, offering data-driven insights for smarter automation decisions.

Unlike employee interviews, which tend to be subjective, incomplete and time-consuming, Task Mining in turn delivers unbiased, accurate insights and can be adopted in whatever industry or business function.

Customer service remains one of the most demanding business functions and the need for its optimization is greater than ever. McKinsey’s research comparing 2016 and 2024 survey results found that while customer experience was top-priority in 2016, today’s leaders are laser-focused on operational efficiency and revenue generation. The shift highlights why companies must optimize customer service to gain maximum business value and stay competitive on the market.

How Operavix Task Mining improves customer service efficiency

Customer service challenges are resolved much more easily when you see exactly where the time is being wasted. Operavix Task Mining, with task-level detail, allows to illuminate business tasks in matter of minutes and provide accurate and data-driven insights.

Unlike traditional manual analytics, the solution works in real time – automatically collects user interaction data and transforms it into clear, actionable reports, so you can make informed automation decisions.

Step-by-step guide how Operavix Task Mining works

Task Mining Clients are installed on employees’ PC, automatically capture user interaction data (e.g. data entries, application usage) and store it on-premises.
AI-powered algorithms extract tasks from this data and categorize them in groups within just 10-15 minutes, providing a clear picture of inefficiencies
Task Mining technology prioritizes tasks, identifying the most repetitive manual ones that are ready for optimization or automation
A BI-driven software tool visualizes tasks in interactive dashboards, offering detailed insights on the most frequently repeated tasks, total time spent per application and app usage breakdowns
Based on the data-driven insights, you can optimize or automate tasks with the greatest economic impact

How Operavix Task Mining saved a telecom company 86,000 hours

A telecom company faced inefficiencies in customer service. The process was slow and costly, so the customer service department chose Operavix Task Mining as a solution to find operational inefficiencies.

Operavix team digitized the whole process at the task-level, added interaction data from systems like Oracle BI and analyzed over 2 million calls. Besides, we documented the most repetitive manual tasks and grouped those tasks whose automation will bring the most tangible economic effect.

Task-level issues Operavix identified

Notepad as a clipboard

Agents manually transferred customer data from Genesys, a software platform for communication with customers, to Notepad, then copied it from Notepad and entered it into the underlying systems to create an inquiry.

Search inefficiencies

To find and extract detailed information about customer’s issue or request, agents needed to enter specific inquiry number on the contact center database.

Manual email handling

In order to notify customers about something or communicate with colleagues by email, agents would copy body text and send it to them, performing a lot of repetitive actions.

How Operavix solved the issues

Outlook and BBS integration to automate internal communications in a single click
Inquiry form filling by number or contract number automation
Inquiry categorization automation
CRM report generation automation

Results from Operavix Task Mining adoption

Faster request handling with the help of software bots
Significant reduction in call hold time
86,000 working hours saved for 280 employees

Ready to achieve tangible outcomes through business process automation?

Explore our success stories at Customer page. Discover the power of Operavix Task Mining in action to achieve operational excellence.

Automate

Analyze

Detect

Capture

Task Mining

Platfrom Overview

Operavix Digital Employee

All customer stories

Achieving absolute clarity in finance and accounting

3,100 hours saved annually through procurement optimization

Optimizing SSCs with Operavix: a new era in invoice processing