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