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Sopra Steria - HR Advice Guidance
by Sopra Steria Ltd.
0
Solution
<100
Summary
Summary
Customized UiPath form which has been integrated with Salesforce CRM tool, SQL Server, Python to automate HR Advise and Guidance contact center process.
Overview
Overview
This customized UiPath form has been integrated with Salesforce CRM tool via Salesforce Lightning Platform REST API in such a manner that all the required information of the caller will be displayed within the form on real time basis, which can be used by agent for verification purpose. Analysis Tab within the form will populate callers last call details and open case details, if any. This will help the agent to view caller’s historic call details within the form itself and a personized customer service can be imparted.
The form was further integrated with Python where a ML/ NLP script will be invoked to perform sentiment analysis based on last 5 calls which will give the agent an insight about caller’s previous calls. Any request or queries on HR/Payroll can be initiated using the form and upon submission a new call log entry will be added into Salesforce CRM tool and the details are further stored within SQL database which will further be used by Performer BOT to process the transactions on ERP system.
An end to end solution was provided where a contact center agent can follow the BAU process by using UiPath customized form only without having access to any of the client system.
Features
Features
Call handling time reduced by 70%. Customized form gives agents real-time data during customer interactions without accessing any client application. Improve agent efficiency and productivity by 60%. Sentiment Analysis provides an insight on previous communications.
Additional Information
Additional Information
Dependencies
NLTK Library in Python "UiPath.Credentials.Activities": "[1.1.6479.13204]", "UiPath.Database.Activities": "[1.3.7369.25200]", "UiPath.Excel.Activities": "[2.7.2]", "UiPath.Form.Activities": "[1.1.2]", "UiPath.Python.Activities": "[1.1.6863.33404]", "UiPath.Salesforce.Activities": "[1.4.0]", "UiPath.System.Activities": "[19.10.1]", "UiPath.UIAutomation.Activities": "[19.10.1]"
Code Language
Visual Basic
License & Privacy
Privacy Terms
Technical
Version
1.0.0Updated
September 29, 2020Works with
Studio: 20.4 - 22.10
Certification
Silver Certified
Support
UiPath Community Support
Resources
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