Case Study: ADT improves contact center experience with UiPath automation

Improving the contact center experience for agents and customers

ADT, the home security leader, needed to improve customer experience and loyalty as competition intensified, especially in critical contact center operations. Working with UiPath and Ashling Partners, ADT looked for a way to reduce application swivel time for agents and make issue resolution faster and easier, particularly during the pandemic when in-person visits were not possible.

UiPath helped ADT develop a digital assistant and the ADT Xpress application to streamline the contact center experience for 2,700 agents. The solution reduced average handling time by 32 seconds for battery replacement orders and increased overall agent satisfaction by 15%, while also helping agents resolve customer issues faster and more consistently.

ADT

Peter Marra

Intelligent Automation Director