AgentHack submission type
Enterprise Agents
Name
Jayaprakash, Sudhakar
Team name
Cognizant IPA_COE
Team members
asalam.ali@cognizant.com;Sudhakar.Jayaprakash@cognizant.com;Giripriya.MeenakshiSundaram@cognizant.com
How many agents do you use
One agent
Industry category in which use case would best fit in (Select up to 2 industries)
Finance
Complexity level
Intermediate
Summary (abstract)
Invoice follow up Agent receives invokes IVR call and receives voice response which is transcribed to simple text. The Agent should analyze the response and update the invoice status according to the IVR response, create reminders if required.
Detailed problem statement
UiPath Agentic and RPA based solution helps monitoring and managing customer requests and responding to each customer using IVR and available RPA tools. Its capable to respond in customer language.
There might be partial payment which needs to be captured along with No response and full paid response from the customer. the agent might need Human in loop validation.
Detailed solution
UiPath Agentic and RPA based solution helps monitoring and managing customer requests and responding to each customer using IVR and available RPA tools. Its capable to respond in customer language
Demo Video
Expected impact of this automation
It impact the revenue collection of all the major organizations. This reduce the significant delay of the payment and manual follow-ups.
UiPath products used (select up to 4 items)
UiPath Action Center
UiPath Apps
UiPath Maestro
UiPath Orchestrator
UiPath Robots
UiPath Studio
Automation Applications
Service Now, Database
Integration with external technologies
Google API for speech to text and Text to Speech.
Agentic solution architecture (file size up to 4 MB)
Sample inputs and outputs for solution execution
Input–
IVR conversation in text-
1-
Aslam:-Hi Team, Please provide status of my Invoice.
Ram: Hi Aslam , please provide you invoice number I will help on it.
Aslam:- INV12345
Ram: Thanks for proving invoice number I will check and update on it.
2-
Aslam:-Hi Team, Please provide status of my Invoice.
Ram: Hi Aslam , please provide you invoice number I will help on it.
Ram: Hi Aslam , Gental reminder. please provide Invoice for further processing.
3-Paid-
IVRAgent:-Hi Team, Your payment is pending for Invoice INV12345. Please pay on time to avoid late fee.
Aslam: Hi Team, I had already paid my payment. can you please confirm my payment status and balance amout.
IVRAgent:-Sure let me re-validate.
Not paid.–
IVRAgent:-Hi Team, Your payment is pending for Invoice INV12345. Please pay on time to avoid late fee.
Aslam: Hi Team, I don’t have money to pay.
Partial-Paid-
IVRAgent:-Hi Team, Your payment is pending for Invoice INV12345. Please pay on time to avoid late fee.
Aslam: Hi Team, I had paid 400 USD out of 1000 USD.Remaining amount I will pay later month.
IVRAgent:-Thanks for these details.