Use Case 1: Reimagining Customer Support with UiPath's Agents and Robots

Agentic Automation
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An image featuring UiPath with a colorful brain split into "Robotic" and "Agentic" halves, accompanied by a character in aviator goggles, and text highlighting a use case for reimagining customer support with UiPath's agents and robots. (Captioned by AI)
An image featuring UiPath with a colorful brain split into "Robotic" and "Agentic" halves, accompanied by a character in aviator goggles, and text highlighting a use case for reimagining customer support with UiPath's agents and robots. (Captioned by AI)1280×719 73.9 KB

In today’s agentic era, exceptional customer support is no longer optional—it’s a strategic necessity. However, achieving seamless, round-the-clock support can be challenging, especially when dealing with repetitive tasks, high query volumes, and complex customer needs.

This is where UiPath Agents(Right Brain) and Robots (Left Brain) come in, creating an intelligent automated support system that reduces workload, improves efficiency, and enhances the customer experience.

The Challenge: Scaling Customer Support

Traditional customer support faces several hurdles:

  1. Manual Ticket Management: High time consumption in extracting and routing customer queries.
  2. Delayed Responses: Human dependency leads to missed SLAs during peak times.
  3. Unstructured Data Overload: Customer interactions via emails, chats, and social media are difficult to process efficiently.

The solution? UiPath’s Agentic Process Automation

End-to-End Workflow: How It Works

The agent will act as the brain, will invoke necessary tools at it’s leverage. It could be other agents, automations (robots) or escalation to humans as needed.

  1. Customer Interaction: A customer initiates email, chat, or social media contact.
  2. Communication Mining: Extracts the intent, sentiment, and entities from the message.
  3. Robot: Creates a ticket and handles the task if it’s within predefined parameters else call an Customer Experience Agent via API.
  4. Customer Experience Agent will work on the task assigned to it, it will identify the expectation of the client and initiates the communication with Customers and will escalate to Human when it is needed.
  5. Resolution & Feedback: Post-resolution, a robot sends feedback forms and updates the CRM.

The Solution: Reimagining Customer Support with Agents, Robots and Humans

1. Communication Mining for Insightful Query Analysis and Extraction

With UiPath Communication Mining, businesses can extract actionable insights from unstructured customer interactions.

  • Email and Chat Analysis: Automatically classify and label customer emails or chat messages by sentiment, urgency, and intent.
  • Contextual Understanding: Extract relevant details such as issue types, order IDs, or customer preferences.
  • Insights for Decision-Making: Use analytics to identify frequent issues, automate tasks & processes and improve service offerings.

This step eliminates the need for manual review and ensures accurate ticket classification.

2. UiPath Robots for Intelligent Automation

UiPath Robots handle the repetitive tasks that often bog down support teams:

  • Ticket Creation and Assignment: Robots create tickets in the CRM system, which are pre-filled with extracted details.
  • Service Requests Fulfillment: Automate simple tasks like password resets, refund requests, or order tracking updates.
  • Handover to Agents for complex queries: Seamlessly Handover unresolved queries to agents with all relevant contexts.

This automation streamlines operations, allowing teams to focus on higher-value activities.

3. Proactive Engagement with UiPath Agents

UiPath Agents serve as the brain behind the automation to enhance customer experience:

  • Instant Responses: Handle FAQs and common queries like pricing, delivery times, or troubleshooting steps on the communication channels.
  • Contextual Interactions: Use Communication Mining insights to personalize responses and understand customer needs.
  • Smooth Escalations: When needed, agents summarize the query and pass it to the appropriate human team, ensuring no loss of context.

By combining human-in-the-loop (HITL), agents can deliver consistent and proactive engagement.

The Results: Tangible Business Benefits

Before Implementation

  • Average query response time exceeding SLA targets.
  • Manual effort leads to higher operational costs.
  • Fragmented customer experiences.

After Implementation

  • 60% Faster Response Times: Communication Mining and robots handle repetitive workflows instantly.
  • 24/7 Availability: UiPath Agents and robots ensure seamless support even during non-business hours.
  • Higher Customer Satisfaction (CSAT): Proactive engagement and personalized resolutions build customer trust.

Closing Thoughts

Customer support is no longer just about resolving issues—it’s about delivering experiences that delight customers at every touchpoint. Businesses can build a scalable, proactive, and efficient support system that meets modern customer expectations with UiPath Agents and Robots.

Are you interested in seeing this in action for your business? Let’s connect and explore how UiPath can revolutionize your customer support operations.

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