AgentHack submission type
Enterprise Agents
Name
Ifrah Khan
Team name
Intelligent Automation Team
Team members
How many agents do you use
Multiple agents
Industry category in which use case would best fit in (Select up to 2 industries)
Telecom
Complexity level
Intermediate
Summary (abstract)
Manual number porting is slow, error-prone, and system-heavy — with agents navigating multiple tools to resolve rejections like incorrect ZIPs or PINs. This leads to delays, high rework, and poor customer experience.
Detailed problem statement
Porting phone numbers between carriers is slowed down by manual, repetitive rejection handling. When orders are rejected (due to wrong ZIP, PIN, or account number), agents spend hours navigating multiple systems — Order Tools, ESR, LSR Clearinghouse, carrier portals, shared mailboxes — to find and fix issues, split orders, send emails, and update records.
This causes delays, errors, poor customer experience, and keeps skilled agents stuck in low-value tasks that agentic AI can automate intelligently.
What real-world problem are you solving?
The manual, fragmented process of handling rejected number porting orders in telecom — which leads to delays, errors, and agent inefficiency.
Why does it matter?
Each rejected port adds hours of work, delays customer transfers, and increases churn risk. Automating this with agentic AI improves speed, accuracy, and frees up agents for higher-value tasks — delivering better business and customer outcomes.
Detailed solution
Using UiPath Agentic AI, we’ve implemented an autonomous, decision-driven solution that replicates and enhances human agent actions across the complete number porting lifecycle — including validations, approvals, and complex rejections.
Autonomous Intake: Monitors the Order Assignment Tool, auto-assigns new/rejected orders without manual intervention.
Contextual Validation: Logs into ESR/LSR, extracts CSR data, and validates ZIP codes, account numbers, and PINs.
Straight-Through Processing: For valid orders, the agent resubmits via LSR, updates ESR, and records final status updates.
Rejection Handling: For failed validations, the agent retrieves updated CSR data, applies ZIP/TN-based PON adjustments, and executes corrective steps across systems.
Multi-System Navigation: Where no APIs exist, the agent uses advanced UI automation to log in, navigate screens, extract or input data, upload files, and handle dynamic pop-ups — emulating human behavior.
Escalate When Needed: If human judgment is required, the agent routes the task to Action Center, and resumes processing once approved — enabling seamless exception handling.
Demo Video
Expected impact of this automation
Operational Efficiency
~80% reduction in manual effort for validation and rejection handling
Eliminates system-hopping and manual data entry across ESR, LSR, and related tools
Faster Resolution Time
Rejection cycle time reduced from 45–60 minutes to under 10 minutes
Enables near real-time processing for eligible port orders
Improved Accuracy & Compliance
Minimizes human error in CSR validation and PON adjustments
Ensures consistent application of business rules across all cases
Scalable Exception Handling
Intelligent escalation via Action Center ensures seamless human-in-the-loop flow
Scales easily across volumes and carriers without adding headcount
Business Outcomes
Accelerated number transfer → improved customer experience
Frees skilled agents for high-value problem solving
Lays foundation for broader AI-driven process transformation
UiPath products used (select up to 4 items)
UiPath Action Center
UiPath Agent Builder
UiPath Automation Cloud™
UiPath Data Service
UiPath Integration Service
UiPath Maestro
UiPath Orchestrator
UiPath Robots
UiPath Studio Web
Automation Applications
ESR, LSR, CSR
Integration with external technologies
API
Sample inputs and outputs for solution execution
PON -
- 8129114220019872
- 8529114220019867
- 8029114220019874