We all know that businesses run on conversations; just think how far you can go in a day without doing a message, email, or another mode of communication. Irrespective of industries, customers always contact service desk agents for any query. Every interaction, whether it’s through phone calls, emails, or face-to-face discussions, signifies work to be done—an issue to resolve or a chance to excel. The significance of every message becomes apparent when striving to provide exceptional service.

Nevertheless, the realm of business services is currently under immense strain. Unprecedented quantities of digital communications inundate organizations. Employees find themselves overwhelmed by the sheer volume of conversations with customers and colleagues. In fact, on average, employees now dedicate 28% of their workweek solely to managing emails. Alarming numbers—such as 22%—reveal that email overload stands as the primary reason why some individuals contemplate leaving their jobs.

But imagine being able to mine useful information even from a handful of emails, and discover unknown processes, data points, and automation opportunities across enterprises. This is where Communication Mining offers speed at scale with ticket intelligence

What is Communication Mining?

Communications Mining is an application of Conversational Data Intelligence that focuses on extracting meaningful insights and value from communication processes. Its primary objective is to convert the unstructured information inherent in these processes into structured, machine-readable data that can be further analyzed and utilized for automation.

Leveraging the power of AI and automation communications mining enable your organizations to automate most repetitive tasks and process from beginning to end.

By mining communications enterprises can-

  • Analyze communication data from IT tickets, support tickets, Email, ERP, and CRM, to identify automation candidates.
  • Understand the language of IT, BFSI, and other domains from various channels such as email, tickets, and instant messages.
  • Discover time-intensive processes using data insights gathered from chats, emails, and other sources

Why Communication Mining is Important?

Communication Mining is of utmost importance because traditional business analysis often overlooks the significance of processes that heavily rely on communication. Surprisingly, despite being vital, email and communication-related activities are frequently inefficient within an enterprise.

As per the record, almost 320 billion emails are sent every day and this is expected to grow to over 376 billion by 2025 Emails, online chats, instant messages, and service requests serve as the connective tissue that binds an organization and its employees. They contain invaluable insights into customer intentions, workflow causes, and reasons behind process failures. And traditional process lack in capturing the intent.

On the other hand Communications mining enable enterprises to gain valuable insights from these communication channels and look for the opportunity where and in which processes automation can fit in. Using communications mining tools organizations also get clarity in ROI. All across the organization, communications mining is important due to

  1. Process Improvement
  2. Gaining Data Insights
  3. Identifying repetitive and manual processes
  4. Monitor time-sensitive tasks
  5. Seek customer pain points

Benefits of Communication Mining

Communication mining can be a valuable tool for discovering which use cases within an organization are ideal candidates for automation. By analyzing communication data, patterns, and workflows, you can identify areas that could benefit from automation. Here’s how communication mining can help add value to their business. With communications mining enterprises can-

Benefits of Communication Mining

  1. Discover Automation Opportunities

    Communications mining can help organizations discover automation opportunities in the mirage of tasks and processes that are time-consuming and repetitive. For example, password reset is one of the most common requests raised by the users to IT service desk. By analyzing data insights from these processes, the Communications mining tool can assess the complexity of the process, volume of manual effort, potential cost, and others to make suggestions for automation opportunities.

  2. Create a Knowledge Base

    By analyzing communication data within an organization, you can automate the process of capturing, organizing, and disseminating knowledge. For example, enterprises can automatically extract insights from employee emails, chat conversations, or collaboration tools and create a centralized knowledge base or provide recommendations based on past discussions.

  3. Streamline Communication Process

    On average service desk agents receive a high volume of request right from password reset to data access. Moreover, this communication comes from multiple channels like email, chatbot, voice, and others. Understanding the multiple language intent and source of information is time-consuming and intensive. Instead of humans doing it, using communication mining tools with bots, service desk agents can streamline the communication process.

    For example- Instead of employees manually reading every email that lands in their inbox, Communications Mining becomes the first port of call, automatically interpreting each email as it comes in. When easily integrated with an automation tool like RPA, the solution also takes the next best action automatically, whether it is auto-triage, deletion, or responding to a frequently asked question or transactional request.

  4. Process Improvement

    Communications mining can easily gather data from communication channels and identify the areas where there could be an improvement. Once all the data is collected and analyzed, communication mining tools offer recommendations and suggestions for process improvement.

  5. Optimise Employee Performance

    By mining communication data, businesses can identify top-performing teams or individuals. Training programs, improved collaboration, and more productive workplaces can be developed by understanding effective communication practices.

However, just embracing the data insights gathered from multiple communications is not enough. To make sure communication mining work exceptionally adding a touch of automation can complement it.

How Automation can Complement Communications Mining?

Communications Mining with Automation can help enterprise to create an effective working ecosystem that offers a great customer experience at ease. Communications mining with automation helps in-

How Automation can Complement Communications Mining?

  1. Rule-Based Automation

    Mining communication data identifies patterns and trends that can be used to automate processes. Using predefined rules and actions, automation systems can learn how to handle or resolve similar communication situations. This reduces manual intervention and accelerates the automation process.

  2. Data Enrichment

    Using communication mining, enterprises can provide valuable insights and context to the data processed by automated systems. With the accessed information from communication, automated systems also access additional information such as customer sentiments, preferences, and history of previous interactions. Having this much data enable organization to create personalized services for customers.

  3. Exception Handling

    This is an essential aspect of business operations, and communication mining can play a significant role in enhancing risk management efforts. By analyzing communication patterns and content, businesses can detect any deviations from established compliance standards. Automation systems can then be designed to enforce compliance rules and ensure adherence to regulations, minimizing the risk of non-compliance.

  4. Reporting & Performance Monitoring

    Communication mining can provide valuable metrics and insights on communication effectiveness, response times, customer satisfaction, and other key performance indicators. These metrics can be integrated into automated reporting systems, enabling businesses to monitor performance in real time and make data-driven decisions based on accurate and up-to-date information.


In the era of data-driven enterprises, the significance of Communications Mining cannot be overstated. It holds immense importance in gaining a comprehensive understanding of both internal and external business processes, thereby unlocking invaluable insights and serving as a catalyst for process transformation. By harnessing Communications Mining, organizations can initiate change and drive process improvement from the most crucial source—customer and employee conversations. This approach ensures that transformation efforts align directly with the needs and experiences of customers and employees, fostering meaningful and impactful outcomes.