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Categorizing Technical Support Incidents

Build an intelligent ServiceNow incident triage agent for ticket routing

Overview

UiPath Agent Builder is a vital tool designed to empower users in the development of intelligent automation solutions with minimal coding experience. It facilitates the creation, design, and deployment of agents that can perform various tasks, such as invoking automations, utilizing APIs, and collaborating with other systems seamlessly.

By offering a low-code environment, Agent Builder democratizes access to automation capabilities, enabling both technical and non-technical users to craft powerful, context-driven agents tailored to their unique operational needs.

In this exercise you'll use UiPath Agent Builder to create an agent that automatically categorizes and routes ServiceNow incidents. You'll learn how to ground decisions in real data, validate performance with automated tests, and connect your agent to live systems.

The progression unfolds in a few steps:

  • First, you'll teach the agent to categorize incidents based on static descriptions and test it with sample inputs to observe LLM behavior.

  • Then, you'll use Context Grounding to refine results and validate performance with Evaluations.

  • Next, you'll "grow the agent's hands" by connecting it to ServiceNow using Integration Service so it can retrieve incident details and update tickets based on its analysis.

  • Finally, you'll configure Escalations so the agent can route uncertain cases to humans via Action Center.

By the end, you'll have a fully functional, production-ready triage agent. Let's get started!

Steps

Step Focus
LLM with Context Ground your agent in real incident data to eliminate hallucinations. Create an agent that analyzes incident descriptions, anchors decisions to structured context, and validates performance with evaluation sets.
Tools and Escalations Connect your agent to ServiceNow's live API and implement escalation workflows. Retrieve incident details from real systems, update tickets with categorization decisions, and route ambiguous cases to human reviewers via Action Center.

Training Environment

Log in at cloud.uipath.com/tpenlabs and remember using tenant AgenticPractice for this exercise.