Communications Mining is the next step in turning every communication into something actionable - without the manual intervention of a person reading it. Extend automation into entirely new business areas. Connect UiPath to all conversational channels—email, chat, calls, tickets, and more. Eliminate inefficient processes and automate transactional customer requests to cut costs and scale faster.​ Join us on May 9th at 12 pm Eastern as we welcome Dhruv Patel, UiPath, as he demonstrates the latest technology with Communications Mining. Originally recorded on 5/9/2023 at 12 pm EDT.

1. South Florida UiPath
Community Chapter
Meeting
May 9, 2023

2. 2
Please join on video
Meeting Agenda
Introduction
Today’s Guest: Dhruv Patel
UiPath’s Communications Mining
Upcoming Events

3. 3
South Florida Chapter Leaders
Strategic Automation Consultant,
Independent
cortneygdominguez@gmail.com
linkedin.com/in/cortneygdominguez
Cortney Dominguez
Operational Excellence & UiPath
Partnership Lead, Centric Consulting
tracy.dixon@centricconsulting.com
Tracy Dixon
2020 - 2023
linkedin.com/in/tracyldixon
Please join on video

4. 4
South Florida Chapter Organizers Please join on video
Consultant / Dot Connector,
Centric Consulting
Jansen.Pennock@centricconsulting.com
linkedin.com/in/jansenpennock/
Jansen Pennock
Community Marketing Manager,
Americas, UiPath
Diana.Gray@UiPath.com
linkedin.com/in/diana-gray-mba-b98362/
Diana Gray

5. Dhruv has been with UiPath for 2+ years and is a Senior Sales Solution
Architect. Dhruv'spassionistobridgetogethertechnologyandbusiness.Hestrives
totakechallengeshead-on,adaptquicklyandexecutewiththeupmostquality.
Linkedin.com/in/dhruvpatel18/
Dhruv Patel, Senior Sales SolutionsArchitect, UiPath
Today’s Guest

6. 6
1
Discover | Automate | Operate
Monitor and automate business
communications
From sending an email to responding to a customer
request, every business conversation matters.
But processing these communications has always been
manual, costly, and inefficient. Until now.
UiPath Communications Mining turns every message into
actionable data, in real time and on any communications
channel.
Communications Mining lets you combineAI and
automation to automate your most common business
requests and time-consuming conversations.
From beginning to end.

7. 2
No Code
Aguided user experience that any employee can use -
regardless of technical ability.
Hyper-Scalable
Our declarative, resilient and enterprise-grade platform
scales with your organisation.
Communications Mining LLM
The Communications Mining LLM (Large Language Model)
provides a foundational model on which businesses can build on.
Accurate
Turns conversations into accurate, easy to interpret and
report data.
Fully customisable
Bespoke models that extract the exact intents, themes
and emotions you need.
Real-time monitoring and alerts
Configurable dashboards, email alerts and reports
tracking specific themes.
Fast to train
Keeps costs low and confidence high with ML models
that are quick to train.
Easy to integrate
Pre-built integrations for all your existing systems. Strong
APIs. Connectors for Workflow, RPAand Automation.

8. 8
Emails, tickets, notes,
surveys, cases, etc.
Structured data to drive and trigger
process automations
API
ERP
RPA
CMS
CRM
Understand and action every message at speed and scale
3 Drive
Connect
1 2
CRM Notes
Email
Tickets
Service Desk
AI and NLP automate the interpretation
of every message in real time
Interpret
Connect
Train
Discover
Automate
8
Discover | Automate | Operate

9. 9
Email
Service Desk
CRM notes
Surveys
RPA
API
Ingest & Store
Parse &
Comprehend
Unsupervised
Learning
Discover &
Train Validate &
Analyse
Report &
Deploy
RE-TRAIN & RE-INFER
Understand and action every message at speed and scale
Detailed platform overview
1 2 3
4 5 6
3 Drive
Connect
1 2 Interpret
9
Discover | Automate | Operate

10. 10
5
Subject: Lost access to Microsoft Office
Created: March 19th, 8:22am
From: Lucy
To: it-support@enterprisecomp.com
Hi there
This is the second time I have raised a ticket for this issue.
Microsoft account
I have been locked out of my as my license has
expired. matter of urgency?
Please could you renew it for me a I
have a customer presentation today and need access to the pitch.
Thanks
Lucy(Employee Number: 45792)
, NY 10001, USA
Interpret the message... Extract key insights
Request
Employee No: 45792
Software: Microsoft Office
Quality of Service
Chaser
System Issue > License Expired
Urgent
Communications Mining example - IT Service Desk

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Every company across every industry processes large
volumes of unstructured communications data
B2C and B2B emails
Contact center chats
Customer/employee feedback
Noise (Chasers, follow-ups)
… and many more examples across other industries & domains
GENERAL
Front, middle & back-office
mailboxes
KYC & onboarding
Insurance quotes, MTAs,
renewals, claims
BANKING/FS & INSURANCE
Tax, accounting, HR, and
payroll enquiries
Customer support
questions and complaints
BUSINESS SERVICES
Public feedback
Benefit claims and applications
Citizen services (freedom of
information requests, etc.)
PUBLIC SECTOR
Customer parts requests,
availability, delays
Sales order processing
Shipping information
MANUFACTURING
Customer complaints
and support requests
Agent problem and
resolution case notes
TELCO
Shipping/return enquiries
Product feedback
Complaints
E-COMMERCE / CPG
Maintenance, outage
and resolution notes
Customer support
Complaints
ENERGY / UTILITIES
1
1
Discover | Automate | Operate

12. 12
Demo: ITSM Triaging with UiPath + AI
Inbound IT
ticket
Interpret
the
message
Extract key
insights
Triage or
HITL
Generate
response
with AI
Update
ITSM
System
Orchestrate an end-to-end process while seamlessly tapping into multiple ML models
Intent and Data
Extraction
Text
Classification
Sentiment
Analysis
Text Generation
(GPT)
Communications Mining Integration Service / API
Demo Flow:
1. Using Comms MiningAI/ML to interpret tickets
2. Setting up a multi-model automation workflow
3. AutomatingAccess Management, Hardware issues and more!
1
2
Discover | Automate | Operate

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How customers use Communications
Mining
1
3
Discover | Automate | Operate
Communications
mining
Mine historic communications to
identify and quantify transformation
opportunities.
Voice of the
customer
Understand and continuously
improve quality of service and the
customer experience.
Communications
monitoring
Real-time view of all service
communication channels. Measure,
monitor and improve.
Communications Mining increases scalability, enhances the customer experience, and
improves governance and control. Communications Mining creates both analytics and
automation opportunities.
Auto-triage
Automate the classification,
prioritization and routing of
incoming comms.
Case
automation
Automate case creation / case
augmentation in service desk tools.
Query
automation
E2E automate frequently occurring
transactional requests.
Analytics Automation

14. 14
ROBOT HUMAN
BEFORE AFTER
HUMAN
TASK
COMPLETED
TASK
COMPLETED
Communications
auto triage for
insurance underwriters
Human reviews exceptions
Monitors shared inbox to understand
context, intent, and sentiment of
emails in real time
Prioritizes and routes request to the
relevant SME / triggers automation
Human reviews exceptions
Responds to customer and updates
customer file
3 hours to process
3 days to process
Underwriter receives email request
Underwriter opens email, reviews content
Underwriter determines message intent
SME receives email request
SME opens and reviews content
SME responds to customer
SME updates customer file
Underwriter forwards to appropriate team
5%
human effort
95%
robot
100%
human effort
Location: Europe
Customer type: Insurance
Solution: Re:infer and UiPath Robots
1
4
Discover | Automate | Operate
Time taken for work to enter workflow
down from 2-3 days to 2 hours
£370k back to the business in year one

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Be sure to register for our next event scheduled for May 23rd!
Topic: UiPath 2023.04 Release Features
https://community.uipath.com/south-florida/