Case Study: AIS improves customer service and operational efficiency with UiPath

Improving customer service through RPA

AIS, one of Thailand’s largest mobile operators, set out to improve customer service, support supplier engagement, and free employees from routine, rules-based work as part of its broader digital transformation. To achieve this, AIS turned to UiPath and its robotic process automation (RPA) platform to automate manual processes more efficiently and accurately.

UiPath helped AIS launch its automation journey with a proof of concept, a center of excellence, and a strong training program that created 16 trainers and 800 citizen developers. The results have been substantial: 560 automated use cases, 197 FTEs saved, 72,000 work hours saved in Operations, and 36,000 work hours saved in Corporate Finance, while the Advance Contact Center reduced errors to zero and cut report production time from five hours to 30 minutes.

AIS

Soontare Ngamvitroj

Head of New Domain Acumen