Story
UiPath
ConfluenceConfluence Brings IT Service Requests onto UiPath
Confluence, an information technology organization in Australia, uses Document Understanding from UiPath to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through Document Understanding |
Story
Inside Confluence, IT service management used to depend on whoever still had the latest file. That pattern is common in information technology groups working out of Australia. IT and employees needed a system that would still make sense after the original project team moved on.
Confluence uses Document Understanding from UiPath as the working layer for IT service requests. UiPath provides robotic process automation and AI agents so companies can automate repetitive desktop and back-office work. The practical change is simple: IT service management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Confluence gets from UiPath is a durable place to run IT service management and a way for IT and employees to see the same IT service requests at the same time.
