Alice Chambers |
Process intelligence is crucial for the artificial intelligence strategies of retail and consumer goods companies. Customers typically come to Celonis with a business problem they are looking to overcome, such as improving customer satisfaction, optimising cost savings or improving sustainability initiatives.
Celonis then works to identify the gaps between people, processes and technology. These gaps are not just obstacles, we consider them as roadblocks that prevent organisations from achieving their full potential. It’s important to acknowledge that processes are hard to see and harder to improve.
Over time, complexities grow and business operations become a web of thousands of action points from multiple stakeholders. At Celonis, we introduce a new way to understand how processes are operating. We do this with the Celonis Process Intelligence Graph, which closes the gap between raw enterprise data and AI. The Process Intelligence Graph harmonises data from across different systems and sources – such as SAP, Microsoft Dynamics and Salesforce – as well as unstructured data like emails and PDFs. It then adds industry-relevant knowledge to contextualise the data, thus enabling AI solutions to truly understand how your business operates.
There are a wide range of AI use cases retailers and consumer goods companies are actively looking into. For e-commerce, firms can summarise hundreds of product reviews into one paragraph to save customers time researching a product. In stores, AI-powered digital storefront displays can tailor promotional content based on trends or localisation to make offerings more relevant and personalised for consumers. For example, if it’s raining outside, stores can advertise their raincoat collection or if it’s sunny, they can promote their swimwear.
Companies are also leveraging AI to streamline processes and increase employee productivity. Celonis’s Process Copilots are conversational chatbot interfaces that allow anyone in a company to get rapid process insights. Process Copilots can be deployed across different departments and processes to support end users with their daily tasks. Celonis also offers AI-powered apps to solve targeted opportunities within a business, like duplicate payments, or inaccurate lead times.
Overall, our mission is to help companies understand how to improve their processes by laying out clear steps for them to achieve this. Celonis excels in identifying specific issues within business processes and implementing AI solutions that significantly impact crucial performance metrics. This strategic approach not only enhances operational efficiency but also drives substantial business growth.
Watch a Microsoft-hosted webinar to learn how Celonis is enabling AI-powered use cases for retail and consumer goods companies
Griffin Banta is a senior valued engineer for applied AI and Lindsey Peters is retail and consumer goods industry lead at Celonis
This article was originally published in the Summer 2024 issue of Technology Record. To get future issues delivered directly to your inbox, sign up for a free subscription.