ServiceNow Process Intelligence | Don't Automate the Chaos

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