Smart Journey Mining for Improved Service Quality

Abstract

This paper describes emergent challenges in extending and uniting research in service science and process mining. By combining formal representations of user journeys with process mining constructs, we aim to develop tools for automated capture and analysis of user interactions extending across service systems. Based on the resulting database of actual user journeys and user models, we will use logic-based techniques and machine learning to expose deviations and predict possible behaviours for pre-emptive problem solving and service recovery.