Customer support · Production

AIS automates 560 processes and saves 197 FTEs with UiPath RPA

The problem

AIS employees were burdened with routine, rules-based tasks rather than high-value creative work, and the company needed to improve customer service, operational efficiency, and revenue generation through digitisation.

Workflow diagram · grounded in source
1
Proof of concept and Hackathon
trigger
“The PoC consisted of two test cases which allowed them to both understand the technology and see how it worked in practice. It also included a Hackathon which both created awareness of RPA and also brought together numerous divisions and…”
2
Center of Excellence setup
integration
“set up a center of excellence (CoE) which allowed them to develop and introduce RPA standards that were tailored to AIS, source code reviews, assign and deploy robots, transfer them to operation, and provide technical consultation for th…”
3
Trainer and citizen developer upskilling
feedback_loop
“upskilling 16 trainers who could then pass on their knowledge to others. The next outcome was the upskilling of 800 employees to become 'Citizen Developers' who could develop their own RPA solutions in the future”
4
RPA robot deployment at scale
ai_action
“there are now 560 use cases of processes being automated, saving 197 full-time equivalents (FTEs)”
5
Operations customer enquiry automation
ai_action
“applying RPA robots to automate repetitive tasks, such as automating elements of customer enquiries which has gone on to improve MTTR (Mean Time to Resolve)”
6
Finance reconciliation and invoicing
ai_action
“Robots have assisted in transaction reconciliation, invoicing, improved data and operational efficiency”
7
ACC division reporting output
output
“reports which previously took five hours to produce now done in 30 minutes, allowing more than three reports to be produced daily”
Reported outcome

AIS automated 560 use cases saving 197 FTEs, reduced Operations workload by 72,000 work hours, saved Corporate Finance over 36,000 work hours, trained 800 citizen developers, and in the ACC division cut open screens from three to one, working steps from 10 to three, and report generation time from five hours to 30 minutes.

Reported metrics
Use cases automated560
FTEs saved197
Operations work hours saved72,000
Corporate Finance work hours savedover 36,000
Show all 10 reported metrics
use cases automated560
FTEs saved197
Operations work hours saved72,000
Corporate Finance work hours savedover 36,000
citizen developers trained800
ACC open screens reducedfrom three to one
ACC working steps reducedfrom 10 to three
ACC complaints and errorsreduced to zero
ACC report generation timefive hours to 30 minutes
ACC robots deployed30
Reported stack
UiPathSAPInteraction ManagementRetails ManagementEngineer Application
Source
https://www.uipath.com/resources/automation-case-studies/ais-improving-customer-service-through-rpa
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

AIS automated 560 use cases saving 197 FTEs, reduced Operations workload by 72,000 work hours, saved Corporate Finance over 36,000 work hours, trained 800 citizen developers, and in the ACC division cut open screens f…

What tools did this team use?

UiPath, SAP, Interaction Management, Retails Management, Engineer Application.

What results were reported?

Use cases automated: 560; FTEs saved: 197; Operations work hours saved: 72,000; Corporate Finance work hours saved: over 36,000 (source-reported, not independently verified).

How is this customer support AI workflow structured?

Proof of concept and Hackathon → Center of Excellence setup → Trainer and citizen developer upskilling → RPA robot deployment at scale → Operations customer enquiry automation → Finance reconciliation and invoicing → ACC division reporting output.

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