Talkdesk and UiPath Launch a New Integration

Talkdesk has introduced a new integration with UiPath.

Using a standards-based Model Context Protocol (MCP), the integration connects Talkdesk’s multi-agent AI with UiPath’s orchestration and document processing capabilities.

The combined approach is intended to help coordinate information and tasks across different systems involved in customer-facing and back-office processes.

“Talkdesk’s leadership in automating customer experience journeys perfectly complements UiPath’s mission to connect every system and process through agentic automation,” said Vikram Kakumani, deputy chief technology officer, UiPath.

“By working together on solutions like this, we’re making intelligent collaboration across the enterprise a reality, enabling higher levels of efficiency and productivity and delivering a better customer experience.”

A key example is the healthcare process of prior patient authorisation, where patients or providers contact a healthcare centre to check the status of an authorisation request.

This often involves handling large volumes of unstructured documents, such as medical records or insurance forms – a process that can be time-consuming and prone to delays when completed manually.

With the integrated setup, the Talkdesk AI agent identifies caller intent and then requests document processing via UiPath IXP.

UiPath extracts and organises relevant data, including authorisation details and procedure codes, from both structured and unstructured sources.

The Talkdesk AI agent can then provide an immediate update to the caller, reducing handling time and improving consistency.

“This collaboration gives enterprises the ability to leverage AI to transform their most complex and critical front and back-office processes,” said Munil Shah, chief technology officer, Talkdesk.

“Bringing UiPath’s advanced Automation workflows and Document Understanding into our agentic ecosystem raises the ceiling on what’s possible.

Customers can orchestrate richer, more intelligent automations at enterprise scale – enhancing experience while dramatically reducing the time and friction involved in accessing and extracting critical information.”

For more information about Talkdesk - visit the Talkdesk Website

About Talkdesk

Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey