AssistmAIgic - HyperHack-2024

[ashokkarale]

AssistmAIgic - HyperHack-2024

Use Case Description

AssistmAIgic for Automated Customer Support

Overview:
AssistmAIgic is designed to automate and enhance the email handling process for customer support teams. It leverages AI to streamline workflows, ensuring efficient, accurate, and high-quality communication with customers across the globe.

Key Components:

Email Monitoring:
Continuously monitors the support team’s inbox for new incoming emails, ensuring no customer query is missed.

Language Detection and Translation:
Automatically detects the language of the email body.
Translates non-English emails into English for internal processing, making it accessible for support agents regardless of language barriers.

Email Summarization:
Summarizes the email content, providing a concise overview of the customer’s issue or query to the support agent.

Context Understanding and Response Generation:
Analyzes the context of the email to understand the customer’s need.
Generates a clear, relevant, and concise response to address the customer’s issue effectively.

Human Validation:
Displays the drafted response to the support agent for validation.
Allows the agent to review, edit, or approve the response before sending.

Automated Reply:
Sends the finalized response in the original language of the received email, ensuring customers receive responses in their preferred language.

Benefits:
Efficiency: Reduces the time and effort required by support agents to handle emails, enabling quicker responses.

Accuracy: Ensures high accuracy in language detection, translation, summarization, and context understanding, resulting in appropriate responses.

Consistency: Maintains consistency in communication, reducing the risk of human error and ensuring high-quality responses.

Scalability: Easily scales to handle increasing email volumes without compromising performance.

Customer Satisfaction: Improves customer satisfaction by providing timely, accurate, and relevant responses.

Agent Empowerment: Reduces cognitive load on support agents, allowing them to focus on more complex tasks and enhancing their job satisfaction.

Example Scenario:
A customer sends an email in Spanish to a company’s support team. AssistmAIgic detects the language, translates the email into English, summarizes the content, understands the issue, and drafts a response. The support agent reviews the draft, makes minor edits, and approves it. AssistmAIgic then sends the response back to the customer in Spanish, ensuring seamless communication.

AS-IS WORKFLOW, TO-BE WORKFLOW

Other information about the use case

Industry categories for this use case: BFSI, Customer Service, Healthcare Pharma, HR, Information Technology and Services, Logistic, Operations, Insurance, Public Sector

Skill level required: Intermediate

UiPath Products that were used: UiPath Studio, UiPath Apps, UiPath Assistant, UiPath Data Services, UiPath Studio Web, UiPath Orchestrator, Agentic AI

Other applications that were used: Office 365

Other resources: Activities - About the UiPath GenAI Activities package

Activities - Activities

What is the top ROI driver for this use case?: Improve customer experience