UiPath has introduced a new case management feature to its Maestro business orchestration platform. According to the New York City-based intelligent automation technology provider, the new capability will help organizations better coordinate complex, exception-heavy business processes involving AI agents, automation, applications and human workers.
The new offering is intended for processes that do not follow predictable workflows, such as customer service requests, investigations, approvals and compliance-related activities. UiPath said many enterprises continue to manage these activities through disconnected tools including email, spreadsheets and standalone applications, creating operational bottlenecks and limiting visibility.
According to a recent UiPath survey of senior leaders at companies with more than $1 billion in revenue, 52 percent reported operating hybrid workflows that combine structured processes with dynamic, context-dependent work.
“Modern case management is no longer about tracking work—it’s about orchestrating dynamic complex processes, where exceptions are the norm,” said Raghu Malpani, chief technology and product officer at UiPath.
UiPath said Maestro Case treats a case as a persistent business entity that carries its associated data, participants and execution context across systems and workflow stages. The platform combines AI agents, robots and human workers within governed workflows and includes options for human review and escalation when required.
The company cited pilot results from one financial services organization that said it will save more than $12 million annually by automating dispute resolution and know-your-customer workflows.