Is process mining just Six Sigma with better software? Two former Lean Six Sigma consultants — now Product Managers at ServiceNow — answer that question. The answer is more interesting than you’d expect.

Tomas Galle (Six Sigma Black Belt) and Roz Parpia (Green Belt) join host Bobby Brill to trace process intelligence from factory floors and sticky-note whiteboards to process maps generated in under ten minutes from data you already own.

They cover the real cost of the old way, non-conformance, the ServiceNow Playbooks feature, Task Mining, and the question every AI agent deployment should be asking but usually isn’t: did the process actually get better?

CHAPTERS
0:00 Introduction — Tomas Galle & Roz Parpia
2:02 Is process mining just Six Sigma?
4:13 The belt system explained — Black Belt, Green Belt, and the punchline
4:58 Manufacturing observation: what process improvement looked like before
7:51 The real cost of the old way — six figures, six months, one process
8:46 Customer reaction: ten years of work, solved in ten minutes
9:03 Where ServiceNow sits in the Process Intelligence market
10:56 Annual physical vs. wearable — continuous vs. snapshot
13:13 Conformance checking and the happy path
14:10 Non-conformance: what it is and why everyone should care
16:58 Static statistics vs. analysis on the move
17:05 Playbooks: responding to non-conformance in real time
18:54 How to get started today — free evaluation projects, no license needed
20:26 Task Mining: the human layer process mining can’t see
22:00 You’re already sitting on a goldmine
22:53 Closing thoughts

IN THIS EPISODE
• Why “that’s just Six Sigma” is actually the right reaction — and what it’s still missing
• Frederick Taylor’s stopwatch, the Gemba walk, and how the factory floor became the IT service desk
• Why a single process improvement engagement used to cost six figures and take up to six months
• The Gartner Magic Quadrant for Process Intelligence — and Roz’s candid take on where ServiceNow really stands
• The wearable vs. annual physical: why continuous process mining beats the yearly audit
• Conformance checking and the happy path — what it means when your process deviates
• Non-conformance explained with a real change management example (87% vs. 98% CAB approval)
• How the ServiceNow Playbooks feature turns detection into real-time correction with one click
• Task Mining: what people do in Outlook, Teams, and Excel that never appears in your process map
• How to start mining your own data today — no license required, no IT admin needed

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

TAGS
#ServiceNow #ProcessMining #ProcessIntelligence #SixSigma #LeanSixSigma #TaskMining #AIAgents #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #NonConformance #Playbooks #ServiceNowPodcast #EnterpriseAI #ProcessImprovement #GembaWalk #ConformanceChecking

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Voice AI sounds simple until you try to deploy it at scale — across airports, accents, languages, and thousands of employees at once.

In this episode of ServiceNow Insights, host Bobby Brill sits down with Midam Kim, an ML engineer and linguist at ServiceNow, to unpack what it actually takes to build voice AI as an enterprise product. From the out-of-vocabulary problem (why AI still struggles with names) to why turn-taking in conversation is a linguistic skill most people never think about, Midam breaks down the human science behind the technology.

In this episode:

- Why voice AI is replacing typing as the default way to interact with enterprise systems

- The difference between building for employees (B2B) vs. building for their customers (B2B2C)

- Why an airport is one of the hardest possible environments for voice AI — and what ServiceNow does about it

- The "out-of-vocabulary" problem: why AI still struggles with names, accents, and rare expressions

- Why ServiceNow's secret sauce is hiring linguists, not just engineers

- The linguistic framework behind every voice interaction: sounds, words, and turn-taking

- Why voice AI is like teaching a kid to speak for the first time

Chapters
00:00 — Welcome to ServiceNow Insights
00:22 — Meet Midam Kim, ML Engineer & Linguist
00:35 — Why voice is replacing typing
01:48 — What voice AI actually does for employees
03:40 — B2B vs. B2B2C: who's really using this?
05:11 — Desk employee vs. airport traveler: two different problems
06:42 — Building for an ever-changing environment
08:53 — Why airports are the hardest use case
09:54 — Accents, fluency, and the diversity problem
11:20 — "My Name Is. My Name Is. My Name Is." — the OOV problem
12:50 — The coffee shop name story
13:20 — How ServiceNow trains its models
14:59 — The 3 linguistic layers: sounds, words, interaction
16:38 — Midam's turn-taking story from Korea
18:33 — Why voice agents can't be "that person you avoid"
20:16 — "We can make it great"

Subscribe for more ServiceNow Insights episodes on AI, voice technology, and enterprise innovation.

Related episode: Voice AI Agent Evaluation — how ServiceNow measures whether voice AI meets human expectations. https://youtu.be/x7Ks932T18o

For more about voice in AI from Midam Kim - https://youtu.be/3NUf6W_FMWs?is=wGc7BfyhiDp8JlOW

#VoiceAI #EnterpriseAI #ServiceNow #ArtificialIntelligence #Linguistics #ConversationalAI #AIProduct #Podcast

See omnystudio.com/listener for privacy information.