As organizations embrace the era of artificial intelligence, AI-powered process mining is emerging as a catalyst for operational transparency, efficiency and predictive insight. By turning complex workflows into clear, data-driven narratives, it empowers enterprises to act with precision and deliver measurable outcomes.

For global financial services leader Allianz SE, that transformation is personal. In partnership with Celonis SE, the company is redefining what customer satisfaction means — shifting from contentment to genuine enthusiasm through the intelligent application of AI-powered process mining, according to Jan Malmendier (pictured), chief operating officer of Allianz.

“We are an insurance company so, traditionally, we are probably not the one company that really thought about processes a lot,” Malmendier said. “We are changing that and … coming from customer satisfaction to customer enthusiasm, really saying, ‘We want … customers to love our products and processes.’ That’s where process mining helps us a lot.”

Malmendier spoke with theCUBE’s Rob Strechay and Savannah Peterson at Celosphere 25, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed the transformative power of AI-powered process mining and how Celonis enables Allianz to harness it effectively. (* Disclosure below.)

Allianz harnesses AI-powered process mining to refine claims and home purchases

AI-powered process mining transforms raw data into actionable insights. Allianz leverages it to streamline accident claims — cutting touchpoints, processing time and costs — and to simplify home purchasing, accelerating transactions and enhancing customer experience, Malmendier pointed out. 

“One was really the accident claims process we completely revamped, where it took, in the past, years until we were really ready to pay,” he said. “Now, we can pay in most cases after a few days and that really makes a difference. We completely changed the house purchasing process when a house moves to a new owner … we got rid of all the documents required in the past and a very complex triangle process. We made it very two-dimensional.”

Celonis empowers Allianz to adopt a “systems thinking” approach, connecting customer interactions and internal processes to optimize the entire operational ecosystem. By leveraging data, analytics and tools, such as digital twins, Allianz can continuously monitor, understand and improve end-to-end processes, enhancing customer experiences and operational efficiency, Malmendier added.

“We acquired a company in the U.K., and they have some really great system-thinking coaches,” he said. “On the other hand, Celonis helps us to really do that on a large scale so we can build all our transactions into a digital twin and then check if the processes we envision to make our customers truly happy really happen in real life.”

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of Celosphere 25:

(* Disclosure: TheCUBE is a paid media partner for Celosphere 25. Neither Celonis, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE