From Process Discovery to Deployment: A UiPath-Based Framework for End-to-End Automation in Customer Service

Abstract

In this study, an automation-enabling reference model for customer service in the telecom industry through Process Mining, RPA, and AI-based chatbots using the UiPath platform is investigated. The paper focuses on factors such as; ways through which automation enhances operational efficiency, and enhances customers’ experience. In this paper, the research tackles the aspect of intelligent automation in telecom operations through a literature review, case studies and statistical analysis. The study used a secondary research method using both qualitative and quantitative data collection. This paper also provides a comparison between UiPath and Power Automate regarding industry data and highlights the areas with the potential for improvement in corporate adoption of the software. The chapter ends with the following perspectives on intelligent automation in the telecommunication industry.