UiPath & Talkdesk Partner to Transform Customer Experience

UiPath, a global leader in agentic automation, has announced a new integration with Talkdesk, Inc., a recognized innovator in customer experience automation (CXA). This collaboration brings together UiPath’s orchestration and intelligent document processing capabilities with Talkdesk’s multi-agent AI technology to streamline and enhance the end-to-end customer journey. The companies aim to help organizations improve efficiency, accuracy, and customer satisfaction by enabling seamless coordination across agents, robots, and enterprise workflows.

The integration is built using the standards-based Model Context Protocol (MCP), allowing both platforms to work together to automate complex processes that traditionally required extensive manual effort. By merging Talkdesk’s advanced AI-driven capabilities with UiPath’s automation intelligence, enterprises gain the ability to deliver faster, more precise customer support.

One powerful example of this combined capability is seen in the healthcare process of prior patient authorization. Typically, patients or providers call healthcare contact centers to check the status of a medical authorization request. Handling this type of inquiry requires navigating large amounts of unstructured data—medical records, insurance documents, lab reports, and more. Manual review slows down response times, increases the chance of human error, and may negatively impact patient care.

With the integrated UiPath and Talkdesk solution, this entire process becomes automated. The Talkdesk AI agent first receives the incoming call and uses natural language understanding (NLU) to identify the caller’s intent. The system then sends a request to UiPath IXP to retrieve, classify, extract, and process relevant information—such as authorization status, approved codes, and expiration dates—from both structured and unstructured sources. The extracted data is instantly returned to the Talkdesk AI agent, which can immediately convey accurate updates to the patient or provider. This reduces call duration, improves precision, and enhances the overall customer experience.

Munil Shah, Chief Technology Officer at Talkdesk, emphasized the value of this joint solution:

“This collaboration gives enterprises the ability to leverage AI to transform their most complex and critical front and back-office processes. Bringing UiPath’s advanced Automation workflows and Document Understanding into our agentic ecosystem raises the ceiling on what’s possible.”

Vikram Kakumani, Deputy CTO at UiPath, added:

“Talkdesk’s leadership in automating customer experience journeys perfectly complements UiPath’s mission to connect every system and process through agentic automation.”

Together, UiPath and Talkdesk are enabling organizations to achieve higher operational efficiency, accelerate response times, and deliver more accurate and meaningful customer interactions—setting a new benchmark for intelligent automation in the enterprise.

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