AgentHack submission type
Enterprise Agents
Name
Daniela Rosenstein
Team name
Bilie Team
How many agents do you use
Multiple agents
Industry category in which use case would best fit in (Select up to 2 industries)
Customer service
Complexity level
Advanced
Summary (abstract)
SupportAgent, an intelligent automation solution that combines UiPath orchestration, LangGraph agent management, and AWS Bedrock AI capabilities
Detailed problem statement
Slow support response times
Inconsistent answer quality
Limited support hours (business hours only)
Inability to scale with growing ticket volume
Manual data gathering from multiple systems
Detailed solution
SupportAgent creates an intelligent support automation ecosystem with clearly defined component responsibilities:
UiPath - Primary Orchestration Layer
Serves as the main orchestration platform for the entire process
Triggers and manages process execution based on business rules
Handles all enterprise system integrations:
Zendesk for ticket management
CATO MCP for network data retrieval
Jira for ticket/knowledge base searches
CMA integration for additional client data
AWS services for media processing
Manages error handling, retries, and exception workflows
Provides monitoring and reporting through Orchestrator
LangGraph - Agent Orchestration Platform
Manages intelligent agent workflows and decision routing
Orchestrates specialized agents:
Request Analysis Agent
CATO Specialist Agent
Jira Specialist Agent
Response Generation Agent
Research Agent
Maintains conversation state and context
Implements complex decision trees and routing logic
Enables agent collaboration for complex issues
AWS Bedrock - AI/LLM Layer
Provides Claude AI models for intelligent processing:
Claude 3 Haiku for fast analysis and routing
Claude 3 Sonnet for comprehensive response generation
Powers natural language understanding and generation
Enables context-aware decision making
Ensures response quality and relevance
Transcribe: Audio-to-text conversion
Extract: Document text extraction
Recognition: Image text detection
Demo Video
Expected impact of this automation
Customer Impact: Slow responses despite some automation, limited hours coverage, inconsistent solutions
Operational Impact: High cost per ticket, difficult to scale, engineer burnout from repetitive tasks
Strategic Impact: Limits growth, competitive disadvantage, poor customer experience despite automation attempts
Automation Gap: Current automated tools (KB Chatbot, auto-messages) help but can’t access real-time data or provide comprehensive solutions
UiPath products used (select up to 4 items)
UiPath Robots
Automation Applications
ZenDesk,Slack,Jira
Integration with external technologies
Bedrock,python langgraph
Sample inputs and outputs for solution execution
zendesk comments, jira tickets, kb - outputs a final comment as response
Other resources
n/a