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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.
- 23. 6.53 COMMUNICATIONS MINING Dillan Hackett Innovation Director, Tquila Automation
- 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: â—Ź community@uipath.com â—Ź community.uipath.com