Process documentation
Turn the best recorded run of a shared task into the approved method, then guide staff with an on-screen checklist.
Industry
Task mining for shared services and BPO: standard work, measured
Task mining for shared services and BPO shows how teams really perform standardized, high-volume desktop work, where small differences in each task add up. Opus (task mining) records and costs each task on Windows PCs; Favus (process mining) shows how whole cases flow through your business systems.
Which shared-service and BPO processes suit task mining?
Rule-based tasks repeated at volume across many desktops suit task mining best, because the variations between teams show up in the recorded cases. These processes are typical examples, not measured results.
| Process | Typical desktop work | Where to start |
|---|---|---|
| Invoice processing and accounts payable | Keying invoice data, matching invoices to orders and chasing exceptions | Compare how each team processes the same invoice type: Opus task mining software maps every variant and its average case cost. |
| Order to cash | Entering orders, checking credit and applying cash across several applications | Favus process mining software maps the order flow where your order system writes an event log; Opus covers the steps between systems. |
| Month-end close | Preparing journals, reconciling accounts and collecting approvals against a deadline | Staff record close tasks in Opus with a reference ID, and analysts review each case step by step. |
| HR onboarding and payroll changes | Setting up new starters and updating pay details in HR and payroll applications | Agree the approved way of working in Opus, then guide staff with a Desktop Copilot checklist beside the application. |
| Customer-service back office | Updating records and completing follow-up work after each customer request | Record each request in Opus as a case, and turn the exceptions staff log into owned investigations. |
| Procurement requests | Checking requests, raising purchase orders and updating supplier records | Where the procurement system writes an event log, Favus breaks slow requests down by vendor or resource. |
Which agents this page means On this page, AI agents are software that completes multi-step tasks with limited supervision. The people who handle customer and employee requests are your service staff, and the Opus desktop agent is the Windows program that records activity.
Where should a shared-service center or BPO provider start?
Begin with one high-volume task that several teams perform, so the differences between them show. Widen the scope once the first evidence is reviewed.
Choose a task several teams share
Pick work such as invoice entry that more than one team or location performs. The same task, done several ways, is where standard work begins.
Set up departments and the privacy policy
Mirror your teams as departments in Opus, each with its own capture settings and hourly or daily rate. Department administrators see only their own department tree, and no activity data is collected until the device privacy policy is published.
Record, cost and compare the work
Service staff record each task with its case ID. Opus maps the variants and costs every case from its duration and the department's rate. The costly ways of doing a task then stand out.
Plan the move to AI agents in Via
Your team takes the chosen tasks into Via (transformation planning) and plans their move to AI agents as a program of initiatives and change requests. Via can then price each task's future performer, a human role or an AI-agent role, in a business case.
Who decides what Opus records in your service centers?
Your administrators set what Opus records for each department, and no activity data is collected before they publish a device privacy policy. Capture can be limited to working hours, and departments can let staff pause it.
Shared-service and BPO screens often show supplier, employee or end-customer details. Opus drops activity from the applications and websites you exclude, and masks text matching your redaction patterns on the PC before upload. Screen images stay off by default: screenshots and screen recordings are blocked until an administrator allows them.
See what Opus records and how it is controlled, and the full list of privacy and governance controls.
Compliance and hosting questions Optimus Hive states no regulatory or compliance position on this page, and your data-protection lead decides what may be captured. Security and hosting questions go to the Optimus Hive team.
Use cases for shared services and BPO
Three use cases put standard, measured work to use.
Process optimization
See where orders and invoices wait between steps, and which vendors or customer types slow them down.
Automation opportunities
Compare the cost of each variant of a high-volume task before your team decides which work to hand to AI agents.
Shared services and BPO FAQ
Answers to questions shared-service and BPO leaders ask before a pilot.
How does Opus compare the way different teams do the same task?
Opus builds a task process map from the cases each team records, with every variant of the task and its average case cost. Each department has its own hourly or daily rate, so every case is costed at the rate of the department that did the work. Analysts then mark the best run as the approved way of working.
Can Opus guide service staff through the approved method?
Yes: once an analyst marks the approved run, it appears in each employee's Task Library and as a Desktop Copilot checklist beside the matching application. Desktop Copilot is on unless a department turns it off, and it respects the applications you exclude.
What happens when staff hit an exception during a task?
Staff log the exception in Opus while they record the task. Analysts see the logged exceptions and can turn each one into an owned investigation, with actions and a history.
Measure one shared task before you plan the move
Request a demo to see how Opus, Favus and Via would measure a shared task, compare teams and plan its move to AI agents.