Email Triage and Agent-Assist Automation for a Car Rental Company

We built UiPath automation integrated with Salesforce through both the API and UI automation, serving two channels: unattended robots that read and action customer emails, and an attended agent-assist tool that turns a multi-screen Salesforce task into one click during a call.

Email channel: unattended

1. Email understanding. Communications mining reads each incoming customer email and labels its intent across the five request types, with a confidence score. Nobody reads emails just to sort them.
2. Confidence gate. High-confidence emails become transaction items in a queue for an unattended robot. Lower-confidence emails are not auto-actioned, so the robot never guesses.
3. Processing in Salesforce. The robot carries out the request in Salesforce: the extension, cancellation, roadside request, vehicle change or drop-off change.

Phone channel: one-click agent assist

1. Pop-up menu. When a call comes in, the agent sees a pop-up of the relevant actions.
2. One click. Choosing an action triggers the automation behind the scenes, instead of the agent working through multiple screens and status updates.
3. The agent stays on the conversation while the robot updates Salesforce.

API where possible, UI where needed

Both channels write into Salesforce through the API and through UI automation, so every action could be automated, not only the ones Salesforce exposes through an API. One integration layer serves the email robots and the phone agents, so a request is handled the same way whichever channel it arrives on.

Technology

Agents click once instead of working through screen after screen, and the most common email requests are sorted and actioned without anyone reading them first.

• Shorter calls. Agents complete in one click what used to take several screens, and call durations came down.
• More transactions per agent, and higher productivity across all of the client's offices.
• Emails for the five request types sorted and actioned without manual reading whenever confidence was high.
• A contribution to revenue. The client saw revenue rise; this is recalled by the delivery team, not a documented figure.
• Directional, not measured. No volumes or timings were recorded for this engagement, so the figures above describe scope, not savings.

The risk most teams miss

Salesforce ships three major releases a year, and each one can move the screens a UI robot depends on. An agent-assist button that fails mid-call is worse than no button. Using the API wherever Salesforce exposes the action keeps most of the work independent of screen changes; the UI-automated steps are the ones to retest around each release.

The simpler sibling of this build: in-flight wifi refunds for a UK airline group, where a single-purpose mailbox made intent classification unnecessary.