Intelligent Ticket Triage & Routing
Route inbound requests to the right queue by rules, SLA tier, and AI model outputs - across CCaaS platforms (Genesys, Amazon Connect, Avaya). Eliminate manual review and misrouting across client service lines.
- Faster first response
- Better SLA adherence
- Less agent idle time
Client Onboarding Automation
Contract signed → CRM provisioned, ticketing configured, SLA tiers set, welcome workflows triggered - all in hours, without handoffs between ops, IT, and billing.
- Weeks → days
- Direct RFP differentiator
Agent Desktop Automation
Workflow Apps surfaces CRM, ticketing, knowledge base, and SLA status in one role-based UI. Recipes auto-populate case notes and trigger follow-up actions on ticket close.
- Lower handle time
- Reduced per-user licensing spend
SLA Monitoring & Auto-Escalation
Real-time tracking across all clients and service tiers. Escalation triggers fire before breach windows close. SLA data pushed to client portals automatically—no manual assembly.
- Reactive → proactive delivery assurance
AI-Powered Document Processing
Workato IDP extracts structured data from orders, invoices, and contracts. Recipes validate, route, and action data - with AI classification and human review for exceptions.
- Straight-through processing
- No core system changes
RPA Displacement & Modernisation
Replace brittle RPA scripts with API-first, event-driven automation. The on-premise agent handles the legacy connectivity RPA was used for—no infrastructure overhead.
- Retire maintenance debt
- Save on server costs and FTEs
Contact Centre AI Orchestration
Workato sits between your CCaaS front-end and every backend—CRM, ticketing, knowledge base, billing—giving AI models the context they need to act on live interactions.
- AI that works across your full client stack
Finance & Back-Office Reconciliation
Automate invoice generation, PO matching, and exception flagging across ERP and billing. Sync financial data between client and internal systems in real time.
- Finance teams shift from reconciling to reviewing
Employee Lifecycle Automation
New hire → Workday record → automatic provisioning across ServiceNow, Jira, email, and access systems. JML fully automated with human-in-the-loop approvals where required.
- BPO-scale onboarding
- Compliant
- No IT tickets
