UiPath, Talkdesk Join Forces to Enhance CX Journeys

The integrated Talkdesk and UiPath solution automates the prior patient authorisation process using this combination of agents, orchestration, and document processing.

UiPath, a provider of agentic automation technology, has announced an integration with Talkdesk, Inc., a company in agentic customer experience (CXA), to enable organisations to leverage automation to optimise the end-to-end customer journey, enhancing efficiency, accuracy, and satisfaction.

Businesses often struggle with fragmented customer data across various systems and processes, which leads to inconsistent, manual, and inefficient customer experiences. 

UiPath and Talkdesk address this challenge head-on through an integrated solution combining AI agents and AI-powered document understanding, extraction, and processing capabilities.

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Using a standards-based Model Context Protocol (MCP) to combine Talkdesk’s multi-agent AI solution and UiPath agentic orchestration—connecting and coordinating robots, agents, and people across enterprise workflows—and intelligent document processing, the integration allows organisations to leverage automation in optimising the customer journey, enhancing efficiency, improving accuracy, and increasing satisfaction. 

A Talkdesk AI agent handling a customer inquiry can instantly tap into UiPath to locate, analyse, and process documents, then trigger agentic, API-based workflows and long-running automations, seamlessly.

The result is an end-to-end, multi-agent system that supports regulated, high-stakes use cases across financial services, healthcare, retail, and more.

An example of this collaboration in action is a healthcare process known as prior patient authorisation, where a patient or provider will call a healthcare contact centre to check the status of an authorisation request for a medical procedure or prescription. 

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A common and time-consuming process, prior patient authorisation requires access to and processing of complex, unstructured documents such as medical records, lab reports, and insurance claims. Manual processing of these documents leads to prolonged call times, potential errors, and compromised patient care.

The integrated Talkdesk and UiPath solution automates the prior patient authorisation process using this combination of agents, orchestration, and document processing. 

In practice, the Talkdesk AI agent receives an inbound call, identifying the caller’s intent using natural language understanding (NLU), then sends a request to UiPath IXP to access, classify, extract, and process documents and data points—such as authorisation status, expiration dates, and approved procedure codes—from structured and unstructured sources. 

The extracted data is relayed back to the Talkdesk AI agent, enabling immediate, accurate updates to patients or providers, reducing the time agents spend on a single call, enhancing accuracy, and delivering a better customer experience with faster and more accurate answers.

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Munil Shah, Chief Technology Officer of Talkdesk, said, “This collaboration gives enterprises the ability to leverage AI to transform their most complex and critical front and back-office processes.” 

“Bringing UiPath’s advanced Automation workflows and Document Understanding into our agentic ecosystem raises the ceiling on what’s possible. Customers can orchestrate richer, more intelligent automations at enterprise scale—enhancing experience while dramatically reducing the time and friction involved in accessing and extracting critical information.”

Vikram Kakumani, Deputy CTO of UiPath, said, “Talkdesk’s leadership in automating customer experience journeys perfectly complements UiPath’s mission to connect every system and process through agentic automation.” 

“By working together on solutions like this, we’re making intelligent collaboration across the enterprise a reality, enabling higher levels of efficiency and productivity and delivering a better customer experience.”

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