Case Study: Fiserv drives enterprise-wide AI automation with UiPath

How Fiserv’s contact center halved average handle time with UiPath Apps

Fiserv, a leading global fintech and payments company, wanted to scale enterprise-wide automation and AI while building trust through practical, high-value use cases. Working with UiPath, the team focused first on streamlining its merchant category codes (MCC) validation process and improving the customer service representative experience.

UiPath implemented robots, UiPath GenAI Activities, UiPath Action Center, UiPath Apps, and Autopilot™ to automate MCC code selection, validate exceptions, and support workflow troubleshooting. The result was 12,000 hours saved per year, a 98% end-to-end automation rate for the new MCC use case, faster and more efficient CSR call handling, simpler password management and note-taking, and better training and operational reliability across the process.

Fiserv

Cheryl Watson

EMEA Lead, RPA Centre of Excellence