Intelligent Customer Communication Automation - ICCA activity package for UiPath

Automation First: smoothen communication with customers.

Artificial Intelligence: using state-of-the-art Language Understanding Service.

Salesforce Integration: facilitating Open Cases in Salesforce Lightning Platform.

Automatic Classification: classify new cases and existing cases in Salesforce.

Please see the Introduction Youtube video

Happy automation

Introduction slide

Inspiration

Customer Services Units around the world receive a ton of requests every day and they have to classify these requests and deliver/assign them to correct persons in charge. Why do we not apply AI to help them classify customer’s requests?

What it does

  1. LUIS classification: with your LUIS AI Endpoint URL and query, this activity will return Top Intent of the query together with Top Intent Scoring, JSON response from LUIS.
  2. Outlook mail classification: reading your Outlook mailbox and send mail content to LUIS to classify the type of mail.
  3. IMAP mail classification: reading your email via IMAP protocol and send mail content to LUIS to classify the type of mail.
  4. Outlook to Salesforce classification: reading your Outlook mailbox and send mail content to LUIS to classify the type of mail. Then, auto creating a new case on Salesforce with "classified type" in "Type" field. If the email is empty or a client's reply to an existing case, it will be skipped.
  5. IMAP to Salesforce classification: reading your email via IMAP protocol and send mail content to LUIS to classify the type of mail. Then, auto creating a new case on Salesforce with "classified type" in "Type" field. If the email is empty or a client's reply to an existing case, it will be skipped.
  6. Salesforce case classification: suitable if your Salesforce receives cases from different sources such as email, phone, web, etc., especially if Email-to-Case or Web-to-Case function is enabled, you can use this activity to classify the "Type" of new and unclassified cases.

Activity guide

Please check in our README file on Github

How we built it

We attempt to make the activity easy to use for newcomers by packaging it here. However, if you want to improve its function, please check my source project on GitHub

Challenges we ran into

The most challenging task is to train the LUIS. In addition, because the activity will use many credential information from email and Salesforce, we recommend using Orchestrator and Config file to ensure information safety.

Accomplishments that we're proud of

The project was started as a solution for our works in the office, and now, we’re happy to share the result with you. We also export the project to a reusable activity which is easy for newcomers to use.

What's next for Intelligent Customer Communication Automation

There are a lot of rooms for improvements in the near future. With the ability to train LUIS AI at your hand, you can extend the classification to not only the Type of the Salesforce case but also Reason, Product, etc. as well as make a pre-defined rule for changing case owner. In addition, you can add more detailed categories for Types, Reasons, Products, etc.

Built With

  • luis
  • salesforce-connector
  • uipath
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