AI-Powered Email Classification and Automation for Enhanced Customer Service
Use Case Description
This use case demonstrates a powerful automation workflow that leverages UiPath and OpenAI to streamline email management for customer service teams. The solution automates email classification, prioritization, and response generation, significantly reducing manual workload and response time.
By integrating UiPath Gmail activities, emails are fetched and metadata such as subject, body, and sender information is extracted. OpenAI models are utilized to classify emails into predefined categories like “High Priority,” “General Inquiry,” or “Spam.” Based on this classification, emails are sorted into appropriate folders and responses are automatically generated using OpenAI. High-priority emails are flagged and escalated with task creation in project management tools like Jira or Trello.
This solution empowers customer service teams to focus on complex, high-value interactions while maintaining efficiency in handling routine inquiries. The implementation also includes tracking metrics like response time and classification accuracy, ensuring continuous improvement and customer satisfaction.
AS-IS WORKFLOW, TO-BE WORKFLOW
Other information about the use case
Industry categories for this use case: Customer Service, Finance, HR, Information Technology and Services
Skill level required: Intermediate
UiPath Products that were used: UiPath Studio, UiPath Data Services, UiPath Document Understanding
Other applications that were used: UiPath Gmail Activities, OpenAI API, Microsoft Excel or Google Sheets, SMTP Server
Other resources: -
What is the top ROI driver for this use case?: Improve customer experience
ashokkarale
Yoichi
pikorpa
JenJen
dokumentor
A_Learner
michael.db.1990
Jaeyoung_Jung
Ashutosh.Gupta
Phenyo