Case Study: Large Property/Casualty Company achieves 30% higher agent productivity and faster call resolution with UiPath

Large Property/Casualty Company - Customer Case Study

Large Property/Casualty Company operates two call centers handling thousands of monthly inquiries—from sales to claims—but had seen little improvement in agent productivity, customer service, or service levels. UiPath was engaged after the company identified the root cause as agents manually pulling and entering data across siloed databases, Citrix environments, and legacy systems, which led to long call handling, frustrated staff, high CSR turnover, and training challenges.

UiPath implemented a noninvasive RPA solution—deploying agent-assist workstation robots to automate Citrix, mainframe, and legacy interactions and provide a unified desktop view—so agents can trigger instantaneous data pulls and sharing across systems. As a result, UiPath helped lift agent productivity by over 30%, reduce call resolution time by a similar margin, and produce consistently higher customer service survey ratings.