UiPath, Amelia Partner on AI-Driven IT Service Desk With Eye on Employee Experience

AI People

Enterprise automation software provider UiPath has joined with Amelia, a provider of AI solutions, to combine the capabilities of the UiPath Business Automation Platform with Amelia’s enterprise-grade Conversational AI to create a fully integrated IT digital agent solution. Together, the companies will allow customer to personalize the employee experience at scale and helping businesses drive efficient growth.

UiPath’s and Amelia’s joint solution will bridge the gap between automation and simplified user experiences with an integrated solution that reimagines the employee experience and delivers measurable improvement in productivity and net promoter scores. 

Using the system, employees can make support requests via chat, messaging or voice. Amelia processes requests and natively integrates with UiPath’s software robots to resolve issues with workflow automation and AI. Once it’s done, Amelia summarizes the resolution for the employee via their preferred channel. Requests that cannot be resolved are escalated to support agents, with the combined solution learning from the interaction to better address similar issues in the future.

Good Judgment

With their combined solution, Amelia and UiPath said they’ll create extraordinary user experiences through rapid resolution of everyday tasks, allowing employees to focus on propelling company growth and providing premier customer service. The solution enables end-to-end resolutions for high-volume requests, which reduces service desk wait times, accelerates request handle times and improvements of employer NPS. Customers are empowered to scale custom solutions and applications with the offering as their business needs evolve.

“UiPath is motivated by the fundamental beliefs that automation liberates humanity’s boundless potential and that it is critical to transform employee experiences in today’s resource-constrained market,” said Dhruv Asher, senior vice president of alliances and business development at UiPath. “In Amelia, we found a partner that is … perfectly aligned with our mission and vision for automation,” he said.          

Image: Canva

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