SlideShare a Scribd company logo
1 of 32
Download to read offline
Communication Mining:
From zero to Hero!
Get your hands on the latest
innovations from the rocket ship!
2
Safe Harbor​
This presentation may include forward-looking statements. Forward looking statements include all statements that are not historical facts, and in
some cases, can be identified by terms such as “anticipate,” “believe,” “estimate,” “expect,” “intend,” “may,” “might,” “plan,” “project,” “will,” “would,”
“should,” “could,” “can,” “predict,” “potential,” “continue,” or the negative of these terms, and similar expressions that concern our expectations,
future performance, strategy, estimates of market size and opportunity, plans or intentions. By their nature, these statements are subject to
numerous risks and uncertainties, including factors beyond our control, that could cause actual results, performance or achievement to differ
materially and adversely from those anticipated or implied in the statements. These and other risk factors are described in the “Risk Factors”
section of our Annual Report on Form 10-K filed annually with the Securities and Exchange Commission following the conclusion of our fiscal
year ended January 31 as well as in our Forms 10-Q and other filings with the Securities and Exchange Commission. Although our management
believes that the expectations reflected in our statements are reasonable, we cannot guarantee that the future results, levels of activity,
performance or events and circumstances described in the forward-looking statements will be achieved or occur. Recipients are cautioned not to
place undue reliance on these forward-looking statements, which speak only as of the date such statements are made and should not be
construed as statements of fact. Except as may be required under the federal securities laws, we undertake no obligation to update these
forward-looking statements to reflect events or circumstances after the date hereof, or to reflect the occurrence of unanticipated events.
​[This meeting is strictly confidential. By participating in this meeting, you agree to keep any information we provide confidential and not to disclose
any of the information to any other parties without our prior express written permission. Neither the information contained in this presentation, nor
any further information made available by us or any of our affiliates or employees, directors, representatives, officers, agents or advisers in
connection with this presentation will form the basis of or be construed as a contract or any other legal obligation.​]
[Certain information contained in this presentation and statements made orally during this presentation relate to or are based on studies,
publications, surveys and other data obtained from third-party sources and UiPath’s own internal estimates and research. While UiPath believes
these third-party studies, publications, surveys and other data to be reliable as of the date of this presentation, it has not independently verified,
and makes no representations as to the adequacy, fairness, accuracy or completeness of, any information obtained from third-party sources. In
addition, no independent source has evaluated the reasonableness or accuracy of UiPath’s internal estimates or research and no reliance should
be made on any information or statements made in this presentation relating to or based on such internal estimates and research.]
3
Speaker
@UiPath Technical Account
Manager
UiPath MVP 2023
Speaker
Innovation Director @Tquila
Automation
UiPath MVP 2023
Host
Regional Community Manager
EMEA
@UiPath
Flavio Martinelli Cristina Vidu
Event provided by
@ Chapter Rome / London
Dillan Hackett
4
Agenda
• Communications Mining: Product Presentation
• Use Cases
• Platform Hands On
• UiPath Studio Activities
5
Every message counts
Customers reach
out when they
want something
Colleagues
communicate to
get work done
A problem
to be solved
An opportunity
to be gained
It’s how
business
gets done
6
Current methods are falling short...
Surveys & sampling
Not timely, results are out of date
quickly.
Not cost effective or easily
scalable.
No integrations with
communication or automation
systems.
Keyword & hardcoded rules
Struggle with messages
containing multiple issues/questions.
Lack flexibility, are brittle. If things
change, they break.
Don't account for variance or
subtlety within communications.
Cloud NLP APIs
Provide little value on their own,
must be integrated with an NLP
solution to deliver value.
Requires expensive, highly skilled
(AI/ML) resources to deliver and
scale.
As application usage scales
associated costs grow
significantly.
Traditional methods do not create the structured data required to drive automations
Web forms & tickets
Prone to human error and
incorrect classification.
Forces customers into channel
that may not be their preference.
Only solves for known issues/a
limited set of reasons for contact.
Hard to scope, harder to deliver​
7
48%
of employee time is spent managing
email and associated tasks.
30%
of employees say email is their biggest
distraction from real work.
78%
of companies aren't satisfied with
their ability to use data when
managing customer interactions.
Delivering great service with
humans alone is not scalable or
sustainable...
8
increase the global
GDP by $7 trillion
and improve all our
work experiences
Generative AI has come of age.
This decade AI-powered automation will…
9
Now it's possible to...
Understand
what every
customer wants
Track and measure
all service demand
in real time
Automate
every request
10
Introducing
UiPath Communications Mining
Communications Mining’s AI enables businesses
to automate their most common and time-
consuming requests. From beginning to end.
A no-code, state of the art NLP platform combining
unsupervised and active learning to build customer-specific
ML models to analyze and automate business
communications.
Mine, monitor and automate every conversation.
UiPath Communications Mining turns every message into
actionable data in real-time.
11
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
1 3 Drive
Connect
CRM Notes
Email
Tickets
Service Desk
AI and NLP automate the interpretation
of every message in real time
2 Interpret
Connect
Train
Discover
Automate
12
Interpret the message... Extract key insights
Policy > Amendment > Address Change
Policy number Street City Zip code
XE-182943 20 W 34TH St New York 10001
XF-929381 96 Park Road Sheffield S5 8PL
Policy > Amendment > Name Change
Policy number First name Last Name
XE-182943 John Roberts
Communications Mining example: Insurance
Subject: Policy amendment
Created: June 29, 8:33pm
From: Ed Crossey
To: support@
Hi Steve,
Our client wishes to change their name to John Roberts,
he's also moved to a new home, the new address is
20 W 34TH St , New York , 10001.
Can you please amend and issue updated docs? It's
policy XE-182943 by the way.
And on XF-929381 they've also moved, please can you
update it to 96 Park Road, Sheffield, S5 8PL.
Cheers,
Ed
13
Interpret the message... Extract key insights
Confirmation > CTM
Escalation
Follow up
Exception > Mismatch > Block
Subject: Trade processing, unmatched trades
Created: September 19th, 8:22am
From: Lucy
To: tradeprocessing@investment-bank.com
Hello
This is the third time I have followed up on this issue.
These trades have been unmatched for 10 days because you’re
mismatched in CTM.
Can you provide a status update. This needs to be resolved ASAP.
Regards
Lucy
Status Update
Communications Mining example: Quality of Service
Urgent
-9.4
QoS
-6.8
Tone
14
AI Guardrails
Built-in safeguards for data protection, human in the loop,
compliance, and governance for responsible AI use.
State-of-the-art AI understanding and confidence thresholds enables
reliable, end-to-end automation - attended or unattended.
Attended & Unattended Automation
Real-time monitoring and alerts
In-platform analytics, configurable dashboards, email alerts and
reports tracking specific themes.
State-of-the-art AI models
Communications Mining uses specialized Transformer and large
language models, enabling users to harness the best-in-class for
every task.
Fully customisable
Bespoke models that extract the exact intents, themes and
emotions you need.
Easy to integrate
Easily integrate with all your existing systems. Strong APIs.
Connectors for Workflow, RPA and Automation.
No Code
A guided user experience that any employee can use -
regardless of technical ability.
Hyper-Scalable
Our declarative, resilient and enterprise-grade platform scales
with your organisation.
16
Achieve fast integrations
with all your pre-existing
channels
Activities allow users to upload data to
Communications Mining from any source and to
get predictions from Communications Mining
models to take actions downstream.
Connect
17
Train powerful custom
models with AI guidance
Our zero-code training UI gives business users
all the tools they need to create custom, accurate
ML models in minutes not months. Leverage
active, guided and data-efficient learning to help
any employee extract valuable insights and
automate their least favorite work.
Train
Refund -> Delay Compensation +
Metadata
Compensation
Jul 27, 2021 12:00 AM UTC
liam@yahoo.com
To: customersupport@airline.com
Hi,
Please can you return my money? I want to claim
compensation? I am travelling to Cork on a flight
from London on Thursday.
Refund
Confidence
Pin this label
Refund
Refund -> Delay Compensation
Chaser
Refund -> Quality of Service
Label Name
Account
Blocked
Booking
Canceled
Change
New
95%
18
Rapidly identify the most
demanding processes
and requests
Our foundational large language model
automatically discovers message clusters that
reveal repetitive processes, requests and issues.
Communications Mining continuously retrains to
find new and interesting insights.
Discover
Metadata
Refund
From pantherkik.com:
I thought I was travelling from Milan to London
but the ticket I received is actually for Milan--
Geneva-London with Air Italy.
Can I get my money returned? I can’t make my
Connecting flight.
+
Refund
Metadata
Complaint
From @gmail.com:
I bought a ticket to fly from Washington,
United
States to Beijing, China. The flight was
assigned to China Eastern Airline, and the
tickets were sold by the Washington, D.C.
airport.
I would like to get a full return of my
money.
+
Refund
Metadata
No Flight
From @gmail.com:
I have purchased a ticket from Air China
from Bangkok to Jakarta and also
Singapore on the 29th of February 2021.
I want a refund of my money.
+
Refund
Metadata
No Flight
From @gmail.com:
I would like to complain about the flight I
took from Rome to New York on the 23rd of
October. It was changed for a flight to
Atlanta. This is an outrage, I demand a full
reimbursement.
+
Complaint
Refund
Landing airport
New York
Confirm Dismiss
19
Gain powerful insights
through in-app analytics
Inbuilt analytics and reporting provide historical
and real-time insights on communications
channels. Unstructured processes and issues can
be identified, quantified and tracked for the first
time.
Analyze
20
Continuously monitor
model performance
UiPath tests model performance in real time
for coverage, accuracy, training
inconsistencies and labelling bias. Next best
training actions are recommended and full
model version control provided. Models are
accessible in the UI and API.
Validate
21
Take automatic actions
in response to
messages in real time
Predicted annotations are available via API for
driving automation in other systems. Zero-code
API endpoint configuration makes it simple to
trigger downstream processes. With an active
feedback loop, Communications Mining learns
from exceptions and continuously improves.
Automate
22
What Communications Mining
means for the business
Identify and eliminate wasteful
service processes. Enhance
business productivity with the
automation of comms-based work.
Understand what customers really
want. Discover the drivers of
workflow and failure demand. See
what creates customer success.
Enhance efficiency,
performance and scale
Transform the
customer experience
Grow the ROI of
digital transformation
Realize faster, more accurate MI
capture. Identify the most valuable
change opportunities with powerful
AI that generates value quickly.
23
What Communications Mining
means for the COE
Scale automation to entirely new
business areas. Identify the most
valuable automation opportunities in
your service and comms processes.
Powerful AI models that are quick
and easy to train. No technical
knowledge or data science
expertise required. Automatic
model validation and governance.
Automate more and
extend automation
Scale AI across the
business
Measure and improve
automation's impact
Real-time analytics, historical
reports, and customized alerts to
help you track and improve the
performance of your automations.
6.53
COMMUNICATIONS
MINING
Dillan Hackett
Innovation Director, Tquila Automation
WHAT DOES COMMUNICATIONS MINING
DO?
25
WHERE CAN COMMUNICATIONS MINING
BE USED?
26
SCENARIO #1 –
CUSTOMER SERVICE
Overview
Additional Information
• Customer messages from multiple channels are already collated
when being passed to the customer services team
• Customer services team also have a range of actions to perform
following the different communications, some of which can be
automated
27
You are working with a large food manufacturing business, product recalls
are amongst the worst thing to happen to a food manufacturing
company, holding large reputational and economic risk.
When these happens, they often see that there were indications of a
problem in the communications leading up to the recall, but that these
indications are not identified or analyzed at the time. If they were then a
product recall could potentially be avoided, or enacted faster
SOLUTION
Additional Benefits
By ingesting, classifying and extracting all the incoming messages to the customer
services team, we can use communications mining to feed UiPath RPA robots for
onward actions on tasks which can be automated
Comms mining will provide a real time insight into product level communications and
the processes the customer services team are doing, allowing the business to make
more informed decisions around product and process changes ongoing
28
Using Communications Mining on the already collated incoming
messages, we can classify according to type and subtype of
communication, product, as well as sentiment and message extraction.
This allows the business to understand specific issues with specific
products in real time as the information is coming into the business.
The dashboards in communications mining can then be used to interact
with and query the data to identify areas of concern or focus, informing
the business of the potential for a recall or other event faster.
29
Communication inputs
Digitize &
distribute
• Emails
• Messages
• Digital
Forms
• Documents
• …More
SCENARIO #2 – DIGITAL MAILROOM
Invoices
passed to Bot
to process
Sales Order
passed to Bot
to process
Employment
query passed
to HR
Tax forms
extracted and
sent to
Finance
Customer
Feedback
passed to Bot
for response
SCENARIO #2 – DIGITAL MAILROOM
E2E
Bulk
Processing
Data Input
Digitize & Distribute
Analyse
Fully automated End to End and Human
in the Loop processing
RPA doing most of the manual lifting &
transactional processing
RPA for simple data validation and input
ready for human processing
Digitalize inputs, extract information and
distribute tasks
Identify and classify as many of your
inputs & processes as possible
30
31
The UiPath Academy empowers you to grow as a professional and reach new
heights in the digital era by providing latest study materials on RPA.
UiPath Academy
• Open online platform offering free RPA
training
• Helps you to progressively build your
automation skills with the help of a variety
of courses
• Take on-demand courses, enroll in role-
based learning paths, and get
comprehensive product training.
• To Know more visit…
https://academy.uipath.com/learning-
plans/uipath-communications-mining-
model-trainer-learning-plan
32
Follow us on
LinkedIn
Dillan
Flavio
33
Goodbye & Glad to meet YOU!
Stay close:
● community@uipath.com
● community.uipath.com

More Related Content

Similar to UiPath Community: Communication Mining from Zero to Hero

Creating Business Agility and Connectivity using Open Technologies
Creating Business Agility and Connectivity using Open TechnologiesCreating Business Agility and Connectivity using Open Technologies
Creating Business Agility and Connectivity using Open TechnologiesAppnovation Technologies
 
AppExchange for Admins: Apps Every Admin Should Know
AppExchange for Admins: Apps Every Admin Should KnowAppExchange for Admins: Apps Every Admin Should Know
AppExchange for Admins: Apps Every Admin Should KnowCodeScience
 
Faster In The Cloud
Faster In The CloudFaster In The Cloud
Faster In The CloudPeter Coffee
 
Social Supply Chain and Sales Pipeline Bridge
Social Supply Chain and Sales Pipeline BridgeSocial Supply Chain and Sales Pipeline Bridge
Social Supply Chain and Sales Pipeline BridgeSteelwedge
 
Building the Global "Cloud 2"
Building the Global "Cloud 2"Building the Global "Cloud 2"
Building the Global "Cloud 2"Peter Coffee
 
Perth Meetup December 2021
Perth Meetup December 2021Perth Meetup December 2021
Perth Meetup December 2021Michael Price
 
Event Monitoring: Use Powerful Insights to Improve Performance and Security
Event Monitoring: Use Powerful Insights to Improve Performance and SecurityEvent Monitoring: Use Powerful Insights to Improve Performance and Security
Event Monitoring: Use Powerful Insights to Improve Performance and SecurityDreamforce
 
SplunkLive! Tampa: Getting Started Session
SplunkLive! Tampa: Getting Started SessionSplunkLive! Tampa: Getting Started Session
SplunkLive! Tampa: Getting Started SessionSplunk
 
Unleashing the force of AI-powered intelligent document processing
Unleashing the force of AI-powered intelligent document processingUnleashing the force of AI-powered intelligent document processing
Unleashing the force of AI-powered intelligent document processingUiPathCommunity
 
From Transactions to Relationships: Benefits of an Omnichannel Strategy at Pe...
From Transactions to Relationships: Benefits of an Omnichannel Strategy at Pe...From Transactions to Relationships: Benefits of an Omnichannel Strategy at Pe...
From Transactions to Relationships: Benefits of an Omnichannel Strategy at Pe...MuleSoft
 
Mulesoft RPA & The Last Mile Problem (Dreamforce 22 ) | MuleSoft Mysore Meetu...
Mulesoft RPA & The Last Mile Problem (Dreamforce 22 ) | MuleSoft Mysore Meetu...Mulesoft RPA & The Last Mile Problem (Dreamforce 22 ) | MuleSoft Mysore Meetu...
Mulesoft RPA & The Last Mile Problem (Dreamforce 22 ) | MuleSoft Mysore Meetu...MysoreMuleSoftMeetup
 
Indiana University: Our Path to Building an Enterprise Journey
Indiana University: Our Path to Building an Enterprise JourneyIndiana University: Our Path to Building an Enterprise Journey
Indiana University: Our Path to Building an Enterprise JourneySalesforce.org
 
BrightEdge Share15 - 30: Digital Elevation: Transformation - Woodson Martin
BrightEdge Share15 - 30: Digital Elevation: Transformation - Woodson MartinBrightEdge Share15 - 30: Digital Elevation: Transformation - Woodson Martin
BrightEdge Share15 - 30: Digital Elevation: Transformation - Woodson MartinBrightEdge Technologies
 
Keynote presentation Dreamforce to You, Copenhagen, 11th of November 2015
Keynote presentation Dreamforce to You, Copenhagen, 11th of November 2015Keynote presentation Dreamforce to You, Copenhagen, 11th of November 2015
Keynote presentation Dreamforce to You, Copenhagen, 11th of November 2015Salesforce_Nordics
 
Modev presentation
Modev presentationModev presentation
Modev presentationRyan Upton
 
SplunkLive! Paris 2018: Splunk And AI 101
SplunkLive! Paris 2018: Splunk And AI 101SplunkLive! Paris 2018: Splunk And AI 101
SplunkLive! Paris 2018: Splunk And AI 101Splunk
 
[Madrid-Meetup April 22] UAPIM.pptx
[Madrid-Meetup April 22] UAPIM.pptx[Madrid-Meetup April 22] UAPIM.pptx
[Madrid-Meetup April 22] UAPIM.pptxjorgelebrato
 
Publish Your First App on the AppExchange
Publish Your First App on the AppExchangePublish Your First App on the AppExchange
Publish Your First App on the AppExchangeSalesforce Partners
 
Columbia Business School: Creating Stronger Connections Using ExactTarget Mar...
Columbia Business School: Creating Stronger Connections Using ExactTarget Mar...Columbia Business School: Creating Stronger Connections Using ExactTarget Mar...
Columbia Business School: Creating Stronger Connections Using ExactTarget Mar...Salesforce.org
 

Similar to UiPath Community: Communication Mining from Zero to Hero (20)

Creating Business Agility and Connectivity using Open Technologies
Creating Business Agility and Connectivity using Open TechnologiesCreating Business Agility and Connectivity using Open Technologies
Creating Business Agility and Connectivity using Open Technologies
 
AppExchange for Admins: Apps Every Admin Should Know
AppExchange for Admins: Apps Every Admin Should KnowAppExchange for Admins: Apps Every Admin Should Know
AppExchange for Admins: Apps Every Admin Should Know
 
Faster In The Cloud
Faster In The CloudFaster In The Cloud
Faster In The Cloud
 
Social Supply Chain and Sales Pipeline Bridge
Social Supply Chain and Sales Pipeline BridgeSocial Supply Chain and Sales Pipeline Bridge
Social Supply Chain and Sales Pipeline Bridge
 
Building the Global "Cloud 2"
Building the Global "Cloud 2"Building the Global "Cloud 2"
Building the Global "Cloud 2"
 
Perth Meetup December 2021
Perth Meetup December 2021Perth Meetup December 2021
Perth Meetup December 2021
 
Event Monitoring: Use Powerful Insights to Improve Performance and Security
Event Monitoring: Use Powerful Insights to Improve Performance and SecurityEvent Monitoring: Use Powerful Insights to Improve Performance and Security
Event Monitoring: Use Powerful Insights to Improve Performance and Security
 
SplunkLive! Tampa: Getting Started Session
SplunkLive! Tampa: Getting Started SessionSplunkLive! Tampa: Getting Started Session
SplunkLive! Tampa: Getting Started Session
 
Unleashing the force of AI-powered intelligent document processing
Unleashing the force of AI-powered intelligent document processingUnleashing the force of AI-powered intelligent document processing
Unleashing the force of AI-powered intelligent document processing
 
Business Plan
Business PlanBusiness Plan
Business Plan
 
From Transactions to Relationships: Benefits of an Omnichannel Strategy at Pe...
From Transactions to Relationships: Benefits of an Omnichannel Strategy at Pe...From Transactions to Relationships: Benefits of an Omnichannel Strategy at Pe...
From Transactions to Relationships: Benefits of an Omnichannel Strategy at Pe...
 
Mulesoft RPA & The Last Mile Problem (Dreamforce 22 ) | MuleSoft Mysore Meetu...
Mulesoft RPA & The Last Mile Problem (Dreamforce 22 ) | MuleSoft Mysore Meetu...Mulesoft RPA & The Last Mile Problem (Dreamforce 22 ) | MuleSoft Mysore Meetu...
Mulesoft RPA & The Last Mile Problem (Dreamforce 22 ) | MuleSoft Mysore Meetu...
 
Indiana University: Our Path to Building an Enterprise Journey
Indiana University: Our Path to Building an Enterprise JourneyIndiana University: Our Path to Building an Enterprise Journey
Indiana University: Our Path to Building an Enterprise Journey
 
BrightEdge Share15 - 30: Digital Elevation: Transformation - Woodson Martin
BrightEdge Share15 - 30: Digital Elevation: Transformation - Woodson MartinBrightEdge Share15 - 30: Digital Elevation: Transformation - Woodson Martin
BrightEdge Share15 - 30: Digital Elevation: Transformation - Woodson Martin
 
Keynote presentation Dreamforce to You, Copenhagen, 11th of November 2015
Keynote presentation Dreamforce to You, Copenhagen, 11th of November 2015Keynote presentation Dreamforce to You, Copenhagen, 11th of November 2015
Keynote presentation Dreamforce to You, Copenhagen, 11th of November 2015
 
Modev presentation
Modev presentationModev presentation
Modev presentation
 
SplunkLive! Paris 2018: Splunk And AI 101
SplunkLive! Paris 2018: Splunk And AI 101SplunkLive! Paris 2018: Splunk And AI 101
SplunkLive! Paris 2018: Splunk And AI 101
 
[Madrid-Meetup April 22] UAPIM.pptx
[Madrid-Meetup April 22] UAPIM.pptx[Madrid-Meetup April 22] UAPIM.pptx
[Madrid-Meetup April 22] UAPIM.pptx
 
Publish Your First App on the AppExchange
Publish Your First App on the AppExchangePublish Your First App on the AppExchange
Publish Your First App on the AppExchange
 
Columbia Business School: Creating Stronger Connections Using ExactTarget Mar...
Columbia Business School: Creating Stronger Connections Using ExactTarget Mar...Columbia Business School: Creating Stronger Connections Using ExactTarget Mar...
Columbia Business School: Creating Stronger Connections Using ExactTarget Mar...
 

More from UiPathCommunity

DEV meet-up UiPath Document Understanding May 7 2024 Amsterdam
DEV meet-up UiPath Document Understanding May 7 2024 AmsterdamDEV meet-up UiPath Document Understanding May 7 2024 Amsterdam
DEV meet-up UiPath Document Understanding May 7 2024 AmsterdamUiPathCommunity
 
Dev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebDev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebUiPathCommunity
 
WomenInAutomation2024: AI and Automation for eveyone
WomenInAutomation2024: AI and Automation for eveyoneWomenInAutomation2024: AI and Automation for eveyone
WomenInAutomation2024: AI and Automation for eveyoneUiPathCommunity
 
Dev Dives: Master advanced authentication and performance in Productivity Act...
Dev Dives: Master advanced authentication and performance in Productivity Act...Dev Dives: Master advanced authentication and performance in Productivity Act...
Dev Dives: Master advanced authentication and performance in Productivity Act...UiPathCommunity
 
UiPath Community: AI for UiPath Automation Developers
UiPath Community: AI for UiPath Automation DevelopersUiPath Community: AI for UiPath Automation Developers
UiPath Community: AI for UiPath Automation DevelopersUiPathCommunity
 
Test Automation with Gen AI_Final_Presentation
Test Automation with Gen AI_Final_PresentationTest Automation with Gen AI_Final_Presentation
Test Automation with Gen AI_Final_PresentationUiPathCommunity
 
Dev Dives: Leverage APIs and Gen AI to power automations for RPA and software...
Dev Dives: Leverage APIs and Gen AI to power automations for RPA and software...Dev Dives: Leverage APIs and Gen AI to power automations for RPA and software...
Dev Dives: Leverage APIs and Gen AI to power automations for RPA and software...UiPathCommunity
 
Dev Dives: Fast-track time to value with UiPath Solution Accelerators
Dev Dives: Fast-track time to value with UiPath Solution AcceleratorsDev Dives: Fast-track time to value with UiPath Solution Accelerators
Dev Dives: Fast-track time to value with UiPath Solution AcceleratorsUiPathCommunity
 
Communauté UiPath Suisse romande - Séance de janvier 2024
Communauté UiPath Suisse romande - Séance de janvier 2024Communauté UiPath Suisse romande - Séance de janvier 2024
Communauté UiPath Suisse romande - Séance de janvier 2024UiPathCommunity
 
Dev Dives: Take your developer productivity to new heights with UiPath Autopi...
Dev Dives: Take your developer productivity to new heights with UiPath Autopi...Dev Dives: Take your developer productivity to new heights with UiPath Autopi...
Dev Dives: Take your developer productivity to new heights with UiPath Autopi...UiPathCommunity
 
UiPath Document Understanding_Day 3.pptx
UiPath Document Understanding_Day 3.pptxUiPath Document Understanding_Day 3.pptx
UiPath Document Understanding_Day 3.pptxUiPathCommunity
 
Dev Dives: Automate in full power with the latest Generative AI features in U...
Dev Dives: Automate in full power with the latest Generative AI features in U...Dev Dives: Automate in full power with the latest Generative AI features in U...
Dev Dives: Automate in full power with the latest Generative AI features in U...UiPathCommunity
 
Testautomatisierung: Heatmap für SAP und Community-Austausch
Testautomatisierung: Heatmap für SAP und Community-AustauschTestautomatisierung: Heatmap für SAP und Community-Austausch
Testautomatisierung: Heatmap für SAP und Community-AustauschUiPathCommunity
 
Dev Dives: Mastering AI-powered Document Understanding
Dev Dives: Mastering AI-powered Document UnderstandingDev Dives: Mastering AI-powered Document Understanding
Dev Dives: Mastering AI-powered Document UnderstandingUiPathCommunity
 
Africa Series 2 Session 6 - UiPath ReFramework
Africa Series 2 Session 6 - UiPath ReFrameworkAfrica Series 2 Session 6 - UiPath ReFramework
Africa Series 2 Session 6 - UiPath ReFrameworkUiPathCommunity
 
Africa Series 2 Session 7 - Introduction to UiPath APIs.pdf
Africa Series 2 Session 7 - Introduction to UiPath APIs.pdfAfrica Series 2 Session 7 - Introduction to UiPath APIs.pdf
Africa Series 2 Session 7 - Introduction to UiPath APIs.pdfUiPathCommunity
 
Africa Series 2, Session 5: UiPath Document Understanding
Africa Series 2, Session 5: UiPath Document UnderstandingAfrica Series 2, Session 5: UiPath Document Understanding
Africa Series 2, Session 5: UiPath Document UnderstandingUiPathCommunity
 
Dev Dives: Supercharge testing and RPA with coded automations
Dev Dives: Supercharge testing and RPA with coded automationsDev Dives: Supercharge testing and RPA with coded automations
Dev Dives: Supercharge testing and RPA with coded automationsUiPathCommunity
 

More from UiPathCommunity (20)

DEV meet-up UiPath Document Understanding May 7 2024 Amsterdam
DEV meet-up UiPath Document Understanding May 7 2024 AmsterdamDEV meet-up UiPath Document Understanding May 7 2024 Amsterdam
DEV meet-up UiPath Document Understanding May 7 2024 Amsterdam
 
Dev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebDev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio Web
 
WomenInAutomation2024: AI and Automation for eveyone
WomenInAutomation2024: AI and Automation for eveyoneWomenInAutomation2024: AI and Automation for eveyone
WomenInAutomation2024: AI and Automation for eveyone
 
Dev Dives: Master advanced authentication and performance in Productivity Act...
Dev Dives: Master advanced authentication and performance in Productivity Act...Dev Dives: Master advanced authentication and performance in Productivity Act...
Dev Dives: Master advanced authentication and performance in Productivity Act...
 
UiPath Community: AI for UiPath Automation Developers
UiPath Community: AI for UiPath Automation DevelopersUiPath Community: AI for UiPath Automation Developers
UiPath Community: AI for UiPath Automation Developers
 
Test Automation with Gen AI_Final_Presentation
Test Automation with Gen AI_Final_PresentationTest Automation with Gen AI_Final_Presentation
Test Automation with Gen AI_Final_Presentation
 
Dev Dives: Leverage APIs and Gen AI to power automations for RPA and software...
Dev Dives: Leverage APIs and Gen AI to power automations for RPA and software...Dev Dives: Leverage APIs and Gen AI to power automations for RPA and software...
Dev Dives: Leverage APIs and Gen AI to power automations for RPA and software...
 
Dev Dives: Fast-track time to value with UiPath Solution Accelerators
Dev Dives: Fast-track time to value with UiPath Solution AcceleratorsDev Dives: Fast-track time to value with UiPath Solution Accelerators
Dev Dives: Fast-track time to value with UiPath Solution Accelerators
 
Communauté UiPath Suisse romande - Séance de janvier 2024
Communauté UiPath Suisse romande - Séance de janvier 2024Communauté UiPath Suisse romande - Séance de janvier 2024
Communauté UiPath Suisse romande - Séance de janvier 2024
 
Dev Dives: Take your developer productivity to new heights with UiPath Autopi...
Dev Dives: Take your developer productivity to new heights with UiPath Autopi...Dev Dives: Take your developer productivity to new heights with UiPath Autopi...
Dev Dives: Take your developer productivity to new heights with UiPath Autopi...
 
Azure CICD - Day1.pptx
Azure CICD - Day1.pptxAzure CICD - Day1.pptx
Azure CICD - Day1.pptx
 
DU Series - Day 4.pptx
DU Series - Day 4.pptxDU Series - Day 4.pptx
DU Series - Day 4.pptx
 
UiPath Document Understanding_Day 3.pptx
UiPath Document Understanding_Day 3.pptxUiPath Document Understanding_Day 3.pptx
UiPath Document Understanding_Day 3.pptx
 
Dev Dives: Automate in full power with the latest Generative AI features in U...
Dev Dives: Automate in full power with the latest Generative AI features in U...Dev Dives: Automate in full power with the latest Generative AI features in U...
Dev Dives: Automate in full power with the latest Generative AI features in U...
 
Testautomatisierung: Heatmap für SAP und Community-Austausch
Testautomatisierung: Heatmap für SAP und Community-AustauschTestautomatisierung: Heatmap für SAP und Community-Austausch
Testautomatisierung: Heatmap für SAP und Community-Austausch
 
Dev Dives: Mastering AI-powered Document Understanding
Dev Dives: Mastering AI-powered Document UnderstandingDev Dives: Mastering AI-powered Document Understanding
Dev Dives: Mastering AI-powered Document Understanding
 
Africa Series 2 Session 6 - UiPath ReFramework
Africa Series 2 Session 6 - UiPath ReFrameworkAfrica Series 2 Session 6 - UiPath ReFramework
Africa Series 2 Session 6 - UiPath ReFramework
 
Africa Series 2 Session 7 - Introduction to UiPath APIs.pdf
Africa Series 2 Session 7 - Introduction to UiPath APIs.pdfAfrica Series 2 Session 7 - Introduction to UiPath APIs.pdf
Africa Series 2 Session 7 - Introduction to UiPath APIs.pdf
 
Africa Series 2, Session 5: UiPath Document Understanding
Africa Series 2, Session 5: UiPath Document UnderstandingAfrica Series 2, Session 5: UiPath Document Understanding
Africa Series 2, Session 5: UiPath Document Understanding
 
Dev Dives: Supercharge testing and RPA with coded automations
Dev Dives: Supercharge testing and RPA with coded automationsDev Dives: Supercharge testing and RPA with coded automations
Dev Dives: Supercharge testing and RPA with coded automations
 

Recently uploaded

2024 May Patch Tuesday
2024 May Patch Tuesday2024 May Patch Tuesday
2024 May Patch TuesdayIvanti
 
Event-Driven Architecture Masterclass: Challenges in Stream Processing
Event-Driven Architecture Masterclass: Challenges in Stream ProcessingEvent-Driven Architecture Masterclass: Challenges in Stream Processing
Event-Driven Architecture Masterclass: Challenges in Stream ProcessingScyllaDB
 
Using IESVE for Room Loads Analysis - UK & Ireland
Using IESVE for Room Loads Analysis - UK & IrelandUsing IESVE for Room Loads Analysis - UK & Ireland
Using IESVE for Room Loads Analysis - UK & IrelandIES VE
 
JavaScript Usage Statistics 2024 - The Ultimate Guide
JavaScript Usage Statistics 2024 - The Ultimate GuideJavaScript Usage Statistics 2024 - The Ultimate Guide
JavaScript Usage Statistics 2024 - The Ultimate GuidePixlogix Infotech
 
Design Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptxDesign Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptxFIDO Alliance
 
Design and Development of a Provenance Capture Platform for Data Science
Design and Development of a Provenance Capture Platform for Data ScienceDesign and Development of a Provenance Capture Platform for Data Science
Design and Development of a Provenance Capture Platform for Data SciencePaolo Missier
 
ERP Contender Series: Acumatica vs. Sage Intacct
ERP Contender Series: Acumatica vs. Sage IntacctERP Contender Series: Acumatica vs. Sage Intacct
ERP Contender Series: Acumatica vs. Sage IntacctBrainSell Technologies
 
Continuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on ThanabotsContinuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on ThanabotsLeah Henrickson
 
How we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdfHow we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdfSrushith Repakula
 
UiPath manufacturing technology benefits and AI overview
UiPath manufacturing technology benefits and AI overviewUiPath manufacturing technology benefits and AI overview
UiPath manufacturing technology benefits and AI overviewDianaGray10
 
Choosing the Right FDO Deployment Model for Your Application _ Geoffrey at In...
Choosing the Right FDO Deployment Model for Your Application _ Geoffrey at In...Choosing the Right FDO Deployment Model for Your Application _ Geoffrey at In...
Choosing the Right FDO Deployment Model for Your Application _ Geoffrey at In...FIDO Alliance
 
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptxHarnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptxFIDO Alliance
 
The Metaverse: Are We There Yet?
The  Metaverse:    Are   We  There  Yet?The  Metaverse:    Are   We  There  Yet?
The Metaverse: Are We There Yet?Mark Billinghurst
 
Where to Learn More About FDO _ Richard at FIDO Alliance.pdf
Where to Learn More About FDO _ Richard at FIDO Alliance.pdfWhere to Learn More About FDO _ Richard at FIDO Alliance.pdf
Where to Learn More About FDO _ Richard at FIDO Alliance.pdfFIDO Alliance
 
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...TrustArc
 
ADP Passwordless Journey Case Study.pptx
ADP Passwordless Journey Case Study.pptxADP Passwordless Journey Case Study.pptx
ADP Passwordless Journey Case Study.pptxFIDO Alliance
 
Secure Zero Touch enabled Edge compute with Dell NativeEdge via FDO _ Brad at...
Secure Zero Touch enabled Edge compute with Dell NativeEdge via FDO _ Brad at...Secure Zero Touch enabled Edge compute with Dell NativeEdge via FDO _ Brad at...
Secure Zero Touch enabled Edge compute with Dell NativeEdge via FDO _ Brad at...FIDO Alliance
 
Tales from a Passkey Provider Progress from Awareness to Implementation.pptx
Tales from a Passkey Provider  Progress from Awareness to Implementation.pptxTales from a Passkey Provider  Progress from Awareness to Implementation.pptx
Tales from a Passkey Provider Progress from Awareness to Implementation.pptxFIDO Alliance
 
Working together SRE & Platform Engineering
Working together SRE & Platform EngineeringWorking together SRE & Platform Engineering
Working together SRE & Platform EngineeringMarcus Vechiato
 
Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...
Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...
Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...Skynet Technologies
 

Recently uploaded (20)

2024 May Patch Tuesday
2024 May Patch Tuesday2024 May Patch Tuesday
2024 May Patch Tuesday
 
Event-Driven Architecture Masterclass: Challenges in Stream Processing
Event-Driven Architecture Masterclass: Challenges in Stream ProcessingEvent-Driven Architecture Masterclass: Challenges in Stream Processing
Event-Driven Architecture Masterclass: Challenges in Stream Processing
 
Using IESVE for Room Loads Analysis - UK & Ireland
Using IESVE for Room Loads Analysis - UK & IrelandUsing IESVE for Room Loads Analysis - UK & Ireland
Using IESVE for Room Loads Analysis - UK & Ireland
 
JavaScript Usage Statistics 2024 - The Ultimate Guide
JavaScript Usage Statistics 2024 - The Ultimate GuideJavaScript Usage Statistics 2024 - The Ultimate Guide
JavaScript Usage Statistics 2024 - The Ultimate Guide
 
Design Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptxDesign Guidelines for Passkeys 2024.pptx
Design Guidelines for Passkeys 2024.pptx
 
Design and Development of a Provenance Capture Platform for Data Science
Design and Development of a Provenance Capture Platform for Data ScienceDesign and Development of a Provenance Capture Platform for Data Science
Design and Development of a Provenance Capture Platform for Data Science
 
ERP Contender Series: Acumatica vs. Sage Intacct
ERP Contender Series: Acumatica vs. Sage IntacctERP Contender Series: Acumatica vs. Sage Intacct
ERP Contender Series: Acumatica vs. Sage Intacct
 
Continuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on ThanabotsContinuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
Continuing Bonds Through AI: A Hermeneutic Reflection on Thanabots
 
How we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdfHow we scaled to 80K users by doing nothing!.pdf
How we scaled to 80K users by doing nothing!.pdf
 
UiPath manufacturing technology benefits and AI overview
UiPath manufacturing technology benefits and AI overviewUiPath manufacturing technology benefits and AI overview
UiPath manufacturing technology benefits and AI overview
 
Choosing the Right FDO Deployment Model for Your Application _ Geoffrey at In...
Choosing the Right FDO Deployment Model for Your Application _ Geoffrey at In...Choosing the Right FDO Deployment Model for Your Application _ Geoffrey at In...
Choosing the Right FDO Deployment Model for Your Application _ Geoffrey at In...
 
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptxHarnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
Harnessing Passkeys in the Battle Against AI-Powered Cyber Threats.pptx
 
The Metaverse: Are We There Yet?
The  Metaverse:    Are   We  There  Yet?The  Metaverse:    Are   We  There  Yet?
The Metaverse: Are We There Yet?
 
Where to Learn More About FDO _ Richard at FIDO Alliance.pdf
Where to Learn More About FDO _ Richard at FIDO Alliance.pdfWhere to Learn More About FDO _ Richard at FIDO Alliance.pdf
Where to Learn More About FDO _ Richard at FIDO Alliance.pdf
 
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
TrustArc Webinar - Unified Trust Center for Privacy, Security, Compliance, an...
 
ADP Passwordless Journey Case Study.pptx
ADP Passwordless Journey Case Study.pptxADP Passwordless Journey Case Study.pptx
ADP Passwordless Journey Case Study.pptx
 
Secure Zero Touch enabled Edge compute with Dell NativeEdge via FDO _ Brad at...
Secure Zero Touch enabled Edge compute with Dell NativeEdge via FDO _ Brad at...Secure Zero Touch enabled Edge compute with Dell NativeEdge via FDO _ Brad at...
Secure Zero Touch enabled Edge compute with Dell NativeEdge via FDO _ Brad at...
 
Tales from a Passkey Provider Progress from Awareness to Implementation.pptx
Tales from a Passkey Provider  Progress from Awareness to Implementation.pptxTales from a Passkey Provider  Progress from Awareness to Implementation.pptx
Tales from a Passkey Provider Progress from Awareness to Implementation.pptx
 
Working together SRE & Platform Engineering
Working together SRE & Platform EngineeringWorking together SRE & Platform Engineering
Working together SRE & Platform Engineering
 
Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...
Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...
Human Expert Website Manual WCAG 2.0 2.1 2.2 Audit - Digital Accessibility Au...
 

UiPath Community: Communication Mining from Zero to Hero

  • 1. Communication Mining: From zero to Hero! Get your hands on the latest innovations from the rocket ship!
  • 2. 2 Safe Harbor​ This presentation may include forward-looking statements. Forward looking statements include all statements that are not historical facts, and in some cases, can be identified by terms such as “anticipate,” “believe,” “estimate,” “expect,” “intend,” “may,” “might,” “plan,” “project,” “will,” “would,” “should,” “could,” “can,” “predict,” “potential,” “continue,” or the negative of these terms, and similar expressions that concern our expectations, future performance, strategy, estimates of market size and opportunity, plans or intentions. By their nature, these statements are subject to numerous risks and uncertainties, including factors beyond our control, that could cause actual results, performance or achievement to differ materially and adversely from those anticipated or implied in the statements. These and other risk factors are described in the “Risk Factors” section of our Annual Report on Form 10-K filed annually with the Securities and Exchange Commission following the conclusion of our fiscal year ended January 31 as well as in our Forms 10-Q and other filings with the Securities and Exchange Commission. Although our management believes that the expectations reflected in our statements are reasonable, we cannot guarantee that the future results, levels of activity, performance or events and circumstances described in the forward-looking statements will be achieved or occur. Recipients are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date such statements are made and should not be construed as statements of fact. Except as may be required under the federal securities laws, we undertake no obligation to update these forward-looking statements to reflect events or circumstances after the date hereof, or to reflect the occurrence of unanticipated events. ​[This meeting is strictly confidential. By participating in this meeting, you agree to keep any information we provide confidential and not to disclose any of the information to any other parties without our prior express written permission. Neither the information contained in this presentation, nor any further information made available by us or any of our affiliates or employees, directors, representatives, officers, agents or advisers in connection with this presentation will form the basis of or be construed as a contract or any other legal obligation.​] [Certain information contained in this presentation and statements made orally during this presentation relate to or are based on studies, publications, surveys and other data obtained from third-party sources and UiPath’s own internal estimates and research. While UiPath believes these third-party studies, publications, surveys and other data to be reliable as of the date of this presentation, it has not independently verified, and makes no representations as to the adequacy, fairness, accuracy or completeness of, any information obtained from third-party sources. In addition, no independent source has evaluated the reasonableness or accuracy of UiPath’s internal estimates or research and no reliance should be made on any information or statements made in this presentation relating to or based on such internal estimates and research.]
  • 3. 3 Speaker @UiPath Technical Account Manager UiPath MVP 2023 Speaker Innovation Director @Tquila Automation UiPath MVP 2023 Host Regional Community Manager EMEA @UiPath Flavio Martinelli Cristina Vidu Event provided by @ Chapter Rome / London Dillan Hackett
  • 4. 4 Agenda • Communications Mining: Product Presentation • Use Cases • Platform Hands On • UiPath Studio Activities
  • 5. 5 Every message counts Customers reach out when they want something Colleagues communicate to get work done A problem to be solved An opportunity to be gained It’s how business gets done
  • 6. 6 Current methods are falling short... Surveys & sampling Not timely, results are out of date quickly. Not cost effective or easily scalable. No integrations with communication or automation systems. Keyword & hardcoded rules Struggle with messages containing multiple issues/questions. Lack flexibility, are brittle. If things change, they break. Don't account for variance or subtlety within communications. Cloud NLP APIs Provide little value on their own, must be integrated with an NLP solution to deliver value. Requires expensive, highly skilled (AI/ML) resources to deliver and scale. As application usage scales associated costs grow significantly. Traditional methods do not create the structured data required to drive automations Web forms & tickets Prone to human error and incorrect classification. Forces customers into channel that may not be their preference. Only solves for known issues/a limited set of reasons for contact. Hard to scope, harder to deliver​
  • 7. 7 48% of employee time is spent managing email and associated tasks. 30% of employees say email is their biggest distraction from real work. 78% of companies aren't satisfied with their ability to use data when managing customer interactions. Delivering great service with humans alone is not scalable or sustainable...
  • 8. 8 increase the global GDP by $7 trillion and improve all our work experiences Generative AI has come of age. This decade AI-powered automation will…
  • 9. 9 Now it's possible to... Understand what every customer wants Track and measure all service demand in real time Automate every request
  • 10. 10 Introducing UiPath Communications Mining Communications Mining’s AI enables businesses to automate their most common and time- consuming requests. From beginning to end. A no-code, state of the art NLP platform combining unsupervised and active learning to build customer-specific ML models to analyze and automate business communications. Mine, monitor and automate every conversation. UiPath Communications Mining turns every message into actionable data in real-time.
  • 11. 11 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 1 3 Drive Connect CRM Notes Email Tickets Service Desk AI and NLP automate the interpretation of every message in real time 2 Interpret Connect Train Discover Automate
  • 12. 12 Interpret the message... Extract key insights Policy > Amendment > Address Change Policy number Street City Zip code XE-182943 20 W 34TH St New York 10001 XF-929381 96 Park Road Sheffield S5 8PL Policy > Amendment > Name Change Policy number First name Last Name XE-182943 John Roberts Communications Mining example: Insurance Subject: Policy amendment Created: June 29, 8:33pm From: Ed Crossey To: support@ Hi Steve, Our client wishes to change their name to John Roberts, he's also moved to a new home, the new address is 20 W 34TH St , New York , 10001. Can you please amend and issue updated docs? It's policy XE-182943 by the way. And on XF-929381 they've also moved, please can you update it to 96 Park Road, Sheffield, S5 8PL. Cheers, Ed
  • 13. 13 Interpret the message... Extract key insights Confirmation > CTM Escalation Follow up Exception > Mismatch > Block Subject: Trade processing, unmatched trades Created: September 19th, 8:22am From: Lucy To: tradeprocessing@investment-bank.com Hello This is the third time I have followed up on this issue. These trades have been unmatched for 10 days because you’re mismatched in CTM. Can you provide a status update. This needs to be resolved ASAP. Regards Lucy Status Update Communications Mining example: Quality of Service Urgent -9.4 QoS -6.8 Tone
  • 14. 14 AI Guardrails Built-in safeguards for data protection, human in the loop, compliance, and governance for responsible AI use. State-of-the-art AI understanding and confidence thresholds enables reliable, end-to-end automation - attended or unattended. Attended & Unattended Automation Real-time monitoring and alerts In-platform analytics, configurable dashboards, email alerts and reports tracking specific themes. State-of-the-art AI models Communications Mining uses specialized Transformer and large language models, enabling users to harness the best-in-class for every task. Fully customisable Bespoke models that extract the exact intents, themes and emotions you need. Easy to integrate Easily integrate with all your existing systems. Strong APIs. Connectors for Workflow, RPA and Automation. No Code A guided user experience that any employee can use - regardless of technical ability. Hyper-Scalable Our declarative, resilient and enterprise-grade platform scales with your organisation.
  • 15. 16 Achieve fast integrations with all your pre-existing channels Activities allow users to upload data to Communications Mining from any source and to get predictions from Communications Mining models to take actions downstream. Connect
  • 16. 17 Train powerful custom models with AI guidance Our zero-code training UI gives business users all the tools they need to create custom, accurate ML models in minutes not months. Leverage active, guided and data-efficient learning to help any employee extract valuable insights and automate their least favorite work. Train Refund -> Delay Compensation + Metadata Compensation Jul 27, 2021 12:00 AM UTC liam@yahoo.com To: customersupport@airline.com Hi, Please can you return my money? I want to claim compensation? I am travelling to Cork on a flight from London on Thursday. Refund Confidence Pin this label Refund Refund -> Delay Compensation Chaser Refund -> Quality of Service Label Name Account Blocked Booking Canceled Change New 95%
  • 17. 18 Rapidly identify the most demanding processes and requests Our foundational large language model automatically discovers message clusters that reveal repetitive processes, requests and issues. Communications Mining continuously retrains to find new and interesting insights. Discover Metadata Refund From pantherkik.com: I thought I was travelling from Milan to London but the ticket I received is actually for Milan-- Geneva-London with Air Italy. Can I get my money returned? I can’t make my Connecting flight. + Refund Metadata Complaint From @gmail.com: I bought a ticket to fly from Washington, United States to Beijing, China. The flight was assigned to China Eastern Airline, and the tickets were sold by the Washington, D.C. airport. I would like to get a full return of my money. + Refund Metadata No Flight From @gmail.com: I have purchased a ticket from Air China from Bangkok to Jakarta and also Singapore on the 29th of February 2021. I want a refund of my money. + Refund Metadata No Flight From @gmail.com: I would like to complain about the flight I took from Rome to New York on the 23rd of October. It was changed for a flight to Atlanta. This is an outrage, I demand a full reimbursement. + Complaint Refund Landing airport New York Confirm Dismiss
  • 18. 19 Gain powerful insights through in-app analytics Inbuilt analytics and reporting provide historical and real-time insights on communications channels. Unstructured processes and issues can be identified, quantified and tracked for the first time. Analyze
  • 19. 20 Continuously monitor model performance UiPath tests model performance in real time for coverage, accuracy, training inconsistencies and labelling bias. Next best training actions are recommended and full model version control provided. Models are accessible in the UI and API. Validate
  • 20. 21 Take automatic actions in response to messages in real time Predicted annotations are available via API for driving automation in other systems. Zero-code API endpoint configuration makes it simple to trigger downstream processes. With an active feedback loop, Communications Mining learns from exceptions and continuously improves. Automate
  • 21. 22 What Communications Mining means for the business Identify and eliminate wasteful service processes. Enhance business productivity with the automation of comms-based work. Understand what customers really want. Discover the drivers of workflow and failure demand. See what creates customer success. Enhance efficiency, performance and scale Transform the customer experience Grow the ROI of digital transformation Realize faster, more accurate MI capture. Identify the most valuable change opportunities with powerful AI that generates value quickly.
  • 22. 23 What Communications Mining means for the COE Scale automation to entirely new business areas. Identify the most valuable automation opportunities in your service and comms processes. Powerful AI models that are quick and easy to train. No technical knowledge or data science expertise required. Automatic model validation and governance. Automate more and extend automation Scale AI across the business Measure and improve automation's impact Real-time analytics, historical reports, and customized alerts to help you track and improve the performance of your automations.
  • 24. WHAT DOES COMMUNICATIONS MINING DO? 25
  • 25. WHERE CAN COMMUNICATIONS MINING BE USED? 26
  • 26. SCENARIO #1 – CUSTOMER SERVICE Overview Additional Information • Customer messages from multiple channels are already collated when being passed to the customer services team • Customer services team also have a range of actions to perform following the different communications, some of which can be automated 27 You are working with a large food manufacturing business, product recalls are amongst the worst thing to happen to a food manufacturing company, holding large reputational and economic risk. When these happens, they often see that there were indications of a problem in the communications leading up to the recall, but that these indications are not identified or analyzed at the time. If they were then a product recall could potentially be avoided, or enacted faster
  • 27. SOLUTION Additional Benefits By ingesting, classifying and extracting all the incoming messages to the customer services team, we can use communications mining to feed UiPath RPA robots for onward actions on tasks which can be automated Comms mining will provide a real time insight into product level communications and the processes the customer services team are doing, allowing the business to make more informed decisions around product and process changes ongoing 28 Using Communications Mining on the already collated incoming messages, we can classify according to type and subtype of communication, product, as well as sentiment and message extraction. This allows the business to understand specific issues with specific products in real time as the information is coming into the business. The dashboards in communications mining can then be used to interact with and query the data to identify areas of concern or focus, informing the business of the potential for a recall or other event faster.
  • 28. 29 Communication inputs Digitize & distribute • Emails • Messages • Digital Forms • Documents • …More SCENARIO #2 – DIGITAL MAILROOM Invoices passed to Bot to process Sales Order passed to Bot to process Employment query passed to HR Tax forms extracted and sent to Finance Customer Feedback passed to Bot for response
  • 29. SCENARIO #2 – DIGITAL MAILROOM E2E Bulk Processing Data Input Digitize & Distribute Analyse Fully automated End to End and Human in the Loop processing RPA doing most of the manual lifting & transactional processing RPA for simple data validation and input ready for human processing Digitalize inputs, extract information and distribute tasks Identify and classify as many of your inputs & processes as possible 30
  • 30. 31 The UiPath Academy empowers you to grow as a professional and reach new heights in the digital era by providing latest study materials on RPA. UiPath Academy • Open online platform offering free RPA training • Helps you to progressively build your automation skills with the help of a variety of courses • Take on-demand courses, enroll in role- based learning paths, and get comprehensive product training. • To Know more visit… https://academy.uipath.com/learning- plans/uipath-communications-mining- model-trainer-learning-plan
  • 32. 33 Goodbye & Glad to meet YOU! Stay close: ● community@uipath.com ● community.uipath.com