AI Challenge - Change Request Automation

AI Challenge - Change Request Automation

Use Case Description

Use Case: Software Development Team are supposed to create the Change Requests (Referred as CR) in the Remedy Tool for deploying each change into Production environment.

Use of RPA: Creation of the regular Change Request is a tedious, time consuming and repetitive process. RPA helps automating this entire process as an unattended BOT. It reads a dedicated Mailbox for emails and creates a CR when new email is received with data found in email attachment. The benefit is reduction of 20-30 minutes manual task into 5-6 minutes automated task along with reduction in manual typing errors.

Use of AI Center: Now where does the AI fits in. Currently we are using AI models in 2 parts of CR creation.

  1. Change requests have different categories like Normal Change, Critical Change, Emergency Change. Based on category a different set of CR template is used and follows a different approval flow. BOT uses Text Analytics to decipher email subject and body text to categorize emails and accordingly selects the type of CR template.
  2. Emails come with attachment with specialized contents to be used in the CR fields like tasks, assignees, relationship and other information. These are very important and failing to provide right verbiage results in rejection of CR and hence delaying entire deployment. ML models have been added to help analyze the text in attachment to reduce rejections. If satisfactory content is not found requestors are asked to resend with corrected content and thus saving from rejection and delays. The model is self learning to add in more and more validations and improving in analytics.


Other information about the use case

Industry categories for this use case: Compliance, Information Technology and Services

Skill level required: Intermediate

UiPath Products that were used: UiPath Studio, UiPath AI Center, UiPath Document Understanding, UiPath Orchestrator

Other applications that were used: Microsoft Outlook, MS Excel, MS Edge or Chrome

Other resources: UiPath Academy Courses

What is the top ROI driver for this use case?: Accelerate growth and operational efficiency

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