customer_support · energy · workflow
AIS automates 560 processes and saves 197 FTEs with UiPath RPA
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Proof of concept and Hackathon
AIS developed a proof of concept with two test cases and a Hackathon to understand the technology and see how it worked in practice.
Tools used
UiPath
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.
Results
Time saved72,000
Volume560
Running since2019
Source
https://www.uipath.com/resources/automation-case-studies/ais-improving-customer-service-through-rpa
Grounding & classification
Source type: vendor customer story
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invoicemetric backednamed customerproduction runtime claimedtools describedworkflow describedtelecomautomation ratecycle time reductionemployee productivityerror reductiontime savedvendor customer storyback office opscustomer supportfinance opsinvoice processingautonomous resolution