A field service agent that transforms operations and handles varies requests from the field service to the back office

Agentic Automation AgentHack
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1

AgentHack submission type

Enterprise Agents

Name

Field Service Agent

Team name

Team Lunatec

Team members

@Mischa_Biekehor, @Julian_Andre_Fritz, @Robin_Se

How many agents do you use

One agent

Industry category in which use case would best fit in (Select up to 2 industries)

Logistic
Manufacturing

Complexity level

Intermediate

Summary (abstract)

Intelligent, agent-based field service automation solution to manage requests from the field service (Create Companies in CRM, Provide Product Details, Create an offer, etc.) and to act as a single point of contact. Uses agentic automation to classify the requests, evaluate options, handle the requests and learn from feedback.

Detailed problem statement

The field service sends many requests to the back office requesting information about products, prices, creating a new customer in the CRM system. Those requests range from simple to more complex ones, but in all cases they require a worker to look up the details in the system and answer to the field service. This process is time consuming and the field service often needs a quick response.

Detailed solution

We build an agent that functions as a single point of contact for the field service. It has the options to get data from different data sources like Product Details or Customer Details. The agent is also capable of adding new customers or even creating an offer. The agent got all the tools needed to handle a wide variety of requests and combines the use of different tools to even handle complex tasks. For example if the user wants to create an offer for a company the agent first checks if this company exists in the CRM System, if not it asks the user for the necessary data to create the company and continues fetching the product details and creating the offer.

Demo Video

Expected impact of this automation

The solution significantely reduced the manual work to answer all the requests and additionally improves the response time significantelly. Depending on the size of the field service there are 1-3 People working only on handling the different requests, which can be automated fully by our agent. Depending on the needs of the field service additional tools can be added to handle other company specific requests aswell.

UiPath products used (select up to 4 items)

UiPath Agent Builder
UiPath Data Service
UiPath Robots
UiPath Studio Web

Automation Applications

TimO, Outlook

Integration with external technologies

No

Agentic solution architecture (file size up to 4 MB)

FieldServiceAgent_Overview.png
FieldServiceAgent_Overview.png1333×750 65.3 KB

Sample inputs and outputs for solution execution

Input: Create the basis offer for the company lunatec.

Output:

  • Agent checks if Lunatec already exists in the CRM
  • If it doesnt exist the Agent asks for details about the company
  • The Agent checks the Company Details and performs a sanction check
  • The Agent gets the Product details for the Basis Offer
  • The Agent creates the PDF file for the offer

Other resources

Agentic Story - https://www.dropbox.com/scl/fi/o6evn4dujy8q75psygvzk/FieldServiceAgent_How_It_Transforms_Operations.pdf?rlkey=sqmw1dv9fzkrzvgj7z67imgsw&st=hsvndu94&dl=0

Documentation - https://www.dropbox.com/scl/fi/hcxvk6blxes5omadp8u95/Documentation-FieldAgent.pdf?rlkey=sv7ea42k53vyi54wfqnjucf05&st=siosn0xk&dl=0

2 Likes
2

Hello,

I can’t find your idea in the submission form. Can you give me the link of the org where you built it? I searched after you name, your team name, your team mates name and nothing. Did you apply through the idea submission form?

3

Hi,
We did not submit the agent through the idea submission forum. How i understood it the idea submission is only to gain access to UiPath’s Products, but since our hole Team is from Lunatec GmbH, a UiPath Agentic AI Fast Track Partner, we had all the necessary Tools to build the Agent on our own Tenant. Should i share our Tenant Details with you or the Solution itself?

4

Unfortunately, only teams who submitted their ideas through the official Idea Submission Form were eligible to participate in AgentHack. This step was a mandatory prerequisite, as it served as the formal entry point into the program and ensured alignment with the event’s scope and structure.

While we appreciate the initiative your team from Lunatec GmbH has shown, we won’t be able to accept use cases that were not registered via the submission process. We hope to see your participation in future UiPath hackathons or partner programs.

Thanks again for your understanding.