Hyper Care Support

[shreyash_shirbhate]

Hyper Care Support

Use Case Description

Having a robust support model is a key differentiator for the success of any organization. The organization needs to spend a significant amount of dollars in order to support the applications. The support model may be 24/7 wherein the support team needs to respond quickly for any incident report. Unfortunately, we cannot expect the support team to be constantly online to check for upcoming issues specially during weekends/holiday. This interesting bot convert incoming email alerts to cell-phone calls using UiPath RPA.

The bot will read the email from the mailbox which will be configured on any machine. Based on certain filtering criteria for the failure emails (e.g. SEV1 needs to be looked up immediately) it will call the support team or support manager using the Twilio functionality. The cost for Twilio set up is minimal. We are using this since 4+ months and still not used the 10$ credit. (Twilio Pricing | Twilio)

This will help the support team by not requiring them to constantly check their email during the weekend/holiday. The bot will directly call the support team as part of the scheduled run.

Bot can be scheduled as per our need using the UiPath Orchestrator trigger functionality and it will help us for Hyper care Support for any project.

AS-IS WORKFLOW, TO-BE WORKFLOW

Other information about the use case

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

Skill level required: Intermediate

UiPath Products that were used: UiPath Studio, UiPath Assistant, UiPath Orchestrator

Other applications that were used: Outlook/Mailbox, Twilio Package

Other resources: Twilio Pricing | Twilio

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