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Sopra Steria - HR Advice Guidance

Solution

Solution

Updated: October 16th, 2020

Published: May 29th, 2020

Downloads: 2

Industry: cross-industry

Process: Human Resources

Language compatibility: Visual Basic

Community Support

Sopra Steria - HR Advice Guidance

Solution

Summary: 

Customized UiPath form which has been integrated with Salesforce CRM tool, SQL Server, Python to automate HR Advise and Guidance contact center process.

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.

Details

Benefits

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.

Compatibility

UiPath Studio 2020.4
Python 3.6

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]"

Resources

- HR Advise and Guidance.pdf

Licensing

By clicking download you agree to the following license.