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UiPath Communication
Mining

Why It Matters

UiPath Communications Mining is an AI-powered platform that turns unstructured business communications (emails, tickets, chats, etc.) into structured, actionable data using NLP and machine learning—without requiring any coding skills.

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
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