AgentHack submission type
Enterprise Agents
Name
Ayushi Bhardwaj
Team name
Hackaholics
Team members
@Sahni_Parth , @Jaiswal_Abhijeet, @Bansal_Sugandha
How many agents do you use
One agent
Industry category in which use case would best fit in (Select up to 2 industries)
Information technology and services
Complexity level
Advanced
Summary (abstract)
An AI-powered automation agent that reads, classifies, prioritizes, routes, and auto-resolves IT tickets, reducing manual effort, accelerating response times, and improving service consistency.
Detailed problem statement
In most organizations, everyday, there are large volume of IT tickets, including incidents, service requests, and access-related issues. These tickets are manually handled by Level 1 support teams who read the ticket descriptions, classify the issues, set priorities, and route them to the appropriate teams. This manual process is time-consuming, error-prone, and often leads to inconsistent ticket handling, delayed response times, and reduced efficiency.
As ticket volumes grow, organizations face higher costs, longer resolution times, and lower user satisfaction due to inconsistent human judgment. Traditional manual processes struggle to scale, affecting the overall efficiency of IT support.
Detailed solution
To address these challenges, we propose an AI-powered UiPath Agent for IT Ticket Resolution that automates end-to-end ticket management. Integrated with existing ITSM platforms, the agent uses LLM Models to read and classify ticket descriptions, set priorities, and route tickets. It can also auto-resolve common issues like password resets or account unlocks by providing instant solutions.
By automating these processes, organizations can achieve faster ticket resolution, reduce operational costs, improve service consistency, and enhance overall end-user satisfaction.
Demo Video
Expected impact of this automation
This agent achieves faster and consistent IT ticket resolution by automating ticket analysis, classification, prioritization, routing, and resolution of common issues—reducing manual effort, improving efficiency, and enhancing user satisfaction.
-Speeds up ticket resolution by 50–70% by eliminating manual review and repetitive actions.
-Reduces average handling time for common issues from hours to minutes.
-Minimizes errors and misrouting.
-Real-time reporting and tracking.
UiPath products used (select up to 4 items)
UiPath Action Center
UiPath Agent Builder
UiPath Maestro
UiPath Orchestrator
UiPath Studio Web
Automation Applications
Jira
Integration with external technologies
NA
Sample inputs and outputs for solution execution
Takes Input from Jira.
Output- Updates Jira ticket.