Support Request Triage | Agentic Automation | UiPath + Generative AI

Support request triage solution combining UiPath automation with Generative AI.

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Architecture & Overview

This project implements an intelligent, asynchronous request dispatcher using modern agentic principles:

1. Detection & Ingestion: Monitors incoming support requests in real-time across source endpoints.
2. Data Parsing: Deserializes raw JSON ticket payloads and extracts customer messages.
3. GenAI Semantic Classification: Evaluates intent using structured system prompt engineering to classify inquiries into discrete domain queues:
   • Deposit: Funds addition, incoming transfers, payment gateway issues.
   • Withdraw: Cash out, wire transfers, payout validations.
   • Product: Service features, account tiers, platform inquiries.
4. Deterministic Dispatch: Relocates prioritized requests to target queues and specialized handler directories for downstream operational teams.

[ Incoming Ticket ] 
        │
        ▼
[ UiPath File Monitor ] ──▶ [ JSON Deserializer ]
                                      │
                                      ▼
                           [ GenAI Intent Agent ]
                           (System Prompt Triage)
                                      │
           ┌──────────────────────────┼──────────────────────────┐
           ▼                          ▼                          ▼
      [ Deposit ]                [ Withdraw ]               [ Product ]

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Project Structure

├── 01 Data/                          # Sample ticket payloads (JSON format)
├── 02 StudioWorkflows/                # Modular UiPath Studio workflows
│   ├── 01 Check Input Exists/        # Queue monitor & validation activity
│   ├── 02 Read Oldest Request/       # FIFO ticket reader & JSON deserializer
│   └── 03 Move SR File to Specialized Dir/ # Deterministic file router
├── 03 Source_Directory/              # Ingestion queue folder
├── Support-Request-handler.bpmn      # BPMN process orchestration diagram
├── System Prompt.txt                 # Prompt instructions for LLM agent
├── support-request-handler.uis       # UiPath Solution package
├── .gitignore                        # Standard UiPath artifact exclusions
└── LICENSE                           # MIT License

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Key Technologies

• UiPath Studio (Windows .NET Framework): Workflow orchestration, file monitoring, and robotic process integration.
• Agentic AI & Prompt Engineering: Zero-shot semantic intent classification with strict response validation.
• BPMN 2.0: Standardized business process modeling and execution logic.
• Newtonsoft.Json (JObject): Robust JSON payload deserialization.

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Author & Contact

Imad Eddine Berjamy
UiPath Tech Lead & Agentic Automation Specialist

• LinkedIn: linkedin.com/in/berjamy
• GitHub: @imadui

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License

This project is licensed under the MIT License.