Case Study: American Fidelity achieves higher productivity and better customer service with UiPath

UiPath and DataRobot Help American Fidelity “Drop the Drudgery”

American Fidelity, an insurance provider serving teachers and the public sector, needed to eliminate repetitive, manual work that slowed customer service—things like mainframe data audits, heavy data entry, and routing a high volume of customer emails. After evaluating vendors, the company selected UiPath (UiPath Enterprise RPA Platform and its training services) to pilot robotic process automation and build a culture of citizen developers focused on improving customer-facing processes.

UiPath delivered rapid automation (the first PoC was built in under a week) with robots that moved mainframe data into spreadsheets and, together with implementation partner DataRobot, linked RPA to automated machine learning to classify and route emails (model trained on 10,000 historical messages). The UiPath + DataRobot solution now extracts email text, classifies and auto-routes queries (with human escalation when needed), producing measurable gains in accuracy, productivity, personalized communications at scale, and significant time savings that let employees spend more time on customer service.

American Fidelity

Shane Jason Mock

Vice President of Research and Development