Several digital improvements have been made over the past few years to improve many aspects of work as the workforce has made the shift to a more hybrid setting. These have included better communication, collaboration and productivity.
That said, these improvements do not guarantee an improved employee experience across the board. Several factors, ranging from a lack of integration to a lack of training, can result in an overwhelming volume of information. Another key factor is the lack of personalization. That makes sense because tools tend to go along the lines of a one-size-fits-all approach that does not benefit individual employees.
Enter UiPath, an enterprise automation software provider, as well as Amelia, a company known for its innovation in automation and conversational AI. The two are teaming up to offer an integrated solution that combines the power of UiPath's Business Automation Platform with Amelia's enterprise-grade conversational AI.
The UiPath Business Automation Platform is a comprehensive and versatile software platform designed to automate business processes across a wide range of industries. The platform utilizes robotic process automation, AI and machine-learning (ML) technologies to automate repetitive tasks and streamline business processes. This ultimately leads to reduced costs, improved accuracy and consistency, and the freeing-up of employees so they may focus on higher-value tasks.
Combined with Amelia’s conversational AI, the solution enables employees to request support via chat, messaging or voice, with Amelia processing the request and natively integrating with UiPath software robots for efficient resolution of issues with workflow automation and AI. The joint solution provides immediate resolutions for a full suite of IT and administrative requests, including application troubleshooting, VPN access, password resets, vacation balance checks and payroll changes.
Once completed, Amelia summarizes the resolution for the employee via their preferred channel, with unresolved requests being escalated to support agents. A bonus to this is that the solution learns from these interactions to better handle similar issues in the future.
"UiPath is motivated by the fundamental beliefs that automation liberates humanity's boundless potential and is critical to transform employee experiences,” said UiPath's Senior Vice President of Alliances and Business Development Dhruv Asher. “In Amelia, we found a partner that is home to a market-leading conversational AI solution and aligned with our mission and vision for automation."
The solution boosts employee satisfaction, empowering them to focus on driving company growth and providing exceptional customer service. So together, Amelia and UiPath are reducing service desk wait times, accelerating request handle times, and improving employer NPS.
“Our joint solution eliminates barriers to productivity and creativity by bringing together the market's leading conversational AI and business automation technology, and we're excited to deliver new innovations across industries," said Lanham Napier, Amelia’s President and Chairman.
Edited by Alex Passett