UiPath Communication
Mining
Why It Matters
The Challenge
- Unstructured communication (emails, tickets, etc.) is growing exponentially.
- This overwhelms support teams, drives up costs, and degrades customer/employee experiences.
The Solution
- Natural Language Processing (NLP) understands and categorize communications more accurately than humans—at scale.
- This overwhelms support teams, drives up costs, and degrades customer/employee experiences.
How Communications Mining Works
1. Connect
• Ingest data from channels like Outlook, Salesforce, or historical CSV/API uploads
2. Discover
• Uses unsupervised ML to group messages by similar topics, intents, and themes.
• Helps users define models faster by exposing repetitive or high-volume topics.
3. Train
• Leverages active learning to help users annotate a small sample of messages.
• Uses this to automatically classify the rest—no data scientists needed.
4. Predict
• Produces confidence-scored predictions for every message.
• Makes structured data available via dashboard or API for automation.
5. Validate
• Automated validation of model performance.
• Guided next-best-action for model improvements.
6. Analyse
• Custom dashboards and queries.
• Real-time insights into service quality, risks, and operational metrics.
7. Automate
• UiPath Robots use structured predictions to automate:
- Email triage (triage means classification, prioritization and routing)
- Case creation
- Customer data updates
- Many other service workflows
How Communications Mining Works
1. Connect
• Ingest data from channels like Outlook, Salesforce, or historical CSV/API uploads
2. Discover
• Uses unsupervised ML to group messages by similar topics, intents, and themes.
• Helps users define models faster by exposing repetitive or high-volume topics.
3. Train
• Leverages active learning to help users annotate a small sample of messages.
• Uses this to automatically classify the rest—no data scientists needed.
4. Predict
• Produces confidence-scored predictions for every message.
• Makes structured data available via dashboard or API for automation.
5. Validate
• Automated validation of model performance.
• Guided next-best-action for model improvements.
6. Analyse
• Custom dashboards and queries.
• Real-time insights into service quality, risks, and operational metrics.
7. Automate
• UiPath Robots use structured predictions to automate
Example:
- Email triage (triage means classification, prioritization and routing)
- Case creation
- Customer data updates
- Many other service workflows
Features & Benefits
-
Real-time, Multi-channel Analysis:
Transforms unstructured communications into structured, actionable data in real time. -
Automation of Common Requests:
Automates transactional and repetitive tasks like triaging emails, customer data updates, and case creation. -
Business Impact:
Reduced in handling time, Improved customer experience
