Case Study: Cato Networks accelerates customer support with UiPath AI automation

Cato Networks accelerates customer support with AI innovation

Cato Networks, a global provider of a single-vendor SASE platform, needed a better way to handle hundreds of daily Zendesk support and IT tickets. With slow, error-prone manual triage overwhelming its teams, Cato worked with UiPath to automate ticket classification and reduce backlogs while improving accuracy and support scalability.

UiPath helped Cato Networks implement a Ticket Classification Agent using LangGraph-coded agents and UiPath Orchestrator, with UiPath Maestro coordinating more complex workflows and UiPath Autopilot assisting with summarization and response drafting. The solution achieved over 90% classification accuracy, and Cato is now testing agents expected to automate about 60% of IT tickets and resolve 30–40% of customer tickets end to end, with a projected 330% ROI within three months.

Cato Networks

Daniel Bleichman

Sr. Manager of Marketing