AgentHack submission type
Enterprise Agents
Name
Bramhanand Karlekar
Team name
Agentic Triage - Springer Nature
Team members
bodhare.aditya94@gmail.com, patrachittaranjan99@gmail.com
How many agents do you use
One agent
Industry category in which use case would best fit in (Select up to 2 industries)
Customer service
Complexity level
Intermediate
Summary (abstract)
Meet Agentic Triage — an AI-powered UiPath robot that transforms how support tickets are handled. In just seconds, it reads, understands, categorizes, and prioritizes tickets like ‘Customer overcharged ₹3500’, escalates urgent ones instantly, alerts the right person via Twilio, updates Freshdesk, and notifies the team — all without a single human touch. It’s fast, smart, and built to scale. This is not just automation — this is intelligent triage in action.
Detailed problem statement
Manual ticket triaging in support systems like Freshdesk is time-consuming, inconsistent, and prone to delays — especially during high-volume periods. When customers raise issues like billing errors, login failures, or access requests, support teams often face the following challenges:
Key Challenges:
Delayed Response Times for Critical Tickets
Urgent tickets (e.g., “Customer overcharged by ₹3500”) may sit in the queue for hours due to lack of visibility or manual prioritization.
There’s no real-time mechanism to flag, assign, or escalate these tickets quickly.
Manual Categorization is Error-Prone
Support agents often need to read each ticket and manually decide its category (Billing, Access, Technical Issue, etc.), which leads to inconsistencies and misrouting.
Detailed solution
What We Aim to Solve with AgenticTriage:
AgenticTriage is built to automate and optimize the entire triage process — using AI for smart classification, UiPath for workflow orchestration, and Twilio for live escalation.
It addresses the pain points by:
Automatically identifying and prioritizing urgent tickets based on content.
Eliminating manual classification through an AI categorization agent.
Instantly escalating critical issues to the right person via phone call and email.
Updating ticket metadata like Group ID and Priority in real-time.
Delivering end-to-end, intelligent triage with zero human delay.
Demo Video
Expected impact of this automation
Up to 80% faster first-response time
Consistent, rule-based ticket routing
Real-time escalation for urgent issues
Scalable support automation — always on, always learning
UiPath products used (select up to 4 items)
UiPath Agent Builder
UiPath Integration Service
UiPath Orchestrator
UiPath Robots
Automation Applications
Freshdesk, SAP
Integration with external technologies
Open AI
Agentic solution architecture (file size up to 4 MB)
Sample inputs and outputs for solution execution
Sample Input: Ticket Description:
Hi Team,
I just received this month’s invoice and noticed I’ve been overcharged by ₹3,500. I was supposed to be billed only for the Basic Plan, but the invoice reflects charges for the Premium Plan which I never subscribed to.
This needs to be looked into immediately, as my finance team is blocking further payments until this is resolved. Please correct the invoice and send me the updated version ASAP.
Expected Output: Ticket Category : Billing
Ticket Priority : High