IntelliDesk - HyperHack-2024
Use Case Description
The IntelliDesk leverages Agentic AI and Robotic Process Automation to help business with processing various tasks that are usually handled by a helpdesk, for example request tickets to IT Support.
The IntelliDesk agent will automatically trigger when a new request is created and leverage AI to understand what the user is requesting. It will then check against a list of automations available for it to trigger based on the queues and the schemas available to it in the UiPath Orchestrator and see if it finds a matching task.
If it does find a matching automation, the Agent will then make sure all the data required to complete the request is present, prompting the user via dynamically generated comments, to get any missing data.
Once the information is collected the agent then triggers the relevant RPA process, waits for that process to be completed, and then finally informs the user and closes the ticket.
The Agent doesn’t only pay attention to the tickets it can handle though, if it cannot handle a ticket and needs to rely on a human operator to complete it, the agent will monitor the ticket until its complete. This monitoring information will be available via UiPath Process Mining and use to drive further innovation in the solution by identifying new automation opportunities to extend the capabilities of the AI Agent!!
These requests can be tailored for any department that works with service tickets to allow faster resolution and to let the human operators focus on the more complex tasks and multiple versions of the IntelliDesk robot can be operated in the same organization, each tailored to only do the tasks specific for that helpdesk.
AS-IS WORKFLOW, TO-BE WORKFLOW
Other information about the use case
Industry categories for this use case: BFSI, Compliance, Customer Service, Finance, Healthcare Pharma, HR, Information Technology and Services, Legal, Logistic, Manufacturing, Marketing Sales, Operations, Telecom, Universities Academy, Banking, Insurance, Public Sector
Skill level required: Advanced
UiPath Products that were used: UiPath Studio, UiPath AI Center, UiPath Document Understanding, UiPath Insights, UiPath Orchestrator, UiPath Process Mining, Agentic AI
Other applications that were used: ServiceNow/ZenDesk/Topdesk etc Open AI GPT
Other resources: https://www.youtube.com/watch?v=GSja7L_pQlY
What is the top ROI driver for this use case?: Accelerate growth and operational efficiency
Yoichi
Anil_G
jast1631
Gokul001
yedukondaluaregala
Jon_Smith
adi.mehare