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Two presenters stand on stage at the UiPath FUSION event in Tokyo, speaking in front of a large backdrop that reads “Agentic AI Meets ROI.” Both are dressed in business suits and appear engaged in discussion as they address the audience.
News

UiPath & Talkdesk Partner on AI-Powered CX Automation

2 minute read
Dom Nicastro avatar
By
December 10, 2025
Contact Center
SAVED
Integration connects agentic orchestration with multi-agent AI to streamline enterprise customer service workflows.

The Gist

  • Integrated automation solutions. UiPath and Talkdesk combine AI and automation technologies.

  • Process efficiency gains. Integration targets reduction of errors and manual handling in workflows.

  • Impact on enterprises. Business leaders can expect improved productivity and customer satisfaction across operations.

Enterprise automation vendors are racing to connect agentic AI with customer experience platforms as organizations seek unified workflow orchestration.

UiPath announced Dec. 9 an integration with Talkdesk that combines their respective automation and AI technologies to optimize customer experience workflows. The partnership uses Model Context Protocol to connect Talkdesk's multi-agent AI with UiPath's agentic orchestration and document processing capabilities.

According to company officials, the integration enables organizations to coordinate robots, agents and people across enterprise workflows. The companies demonstrated the technology through a healthcare prior authorization use case, where the combined solution automates document processing and data extraction to reduce call times and improve accuracy.

Table of Contents

AI to the Rescue?

This collaboration gives enterprises the ability to leverage AI to transform their most complex and critical front and back-office processes.

- Munil Shah, chief technology officer

Talkdesk

Integration Capabilities

The UiPath–Talkdesk integration introduces several automation capabilities designed to enhance customer service operations.

CapabilityDescription
Model Context ProtocolStandards-based integration framework
Multi-agent AI coordinationConnects AI agents across platforms
Intelligent document processingExtracts data from unstructured sources
Natural language understandingIdentifies caller intent automatically
Workflow orchestrationCoordinates robots, agents and humans

Multi-Agent AI & Orchestration Transform Enterprise CX

Enterprise adoption of multi-agent AI has hit an inflection point as organizations consolidate vendors to unify data and eliminate disconnected "frankenstack" tools.

The rise of open multi-agent frameworks and advanced protocols for agent-to-agent context sharing represents a fundamental shift in AI orchestration. These frameworks enable dynamic workflows that adapt in real time across enterprise environments.

UiPath Recent News & Initiatives

UiPath launched its next-generation platform for agentic automation in May 2025, marking what founder and CEO Daniel Dines called the company's "second act." The platform unifies AI agents, robots and humans through a single orchestration layer designed to enable enterprise-scale workflows with enhanced security and compliance.

Platform Launch & Capabilities

The company debuted its enterprise-grade agentic automation platform with a free trial available in May 2025, featuring:

  • Unified Orchestration: Combines AI agents, robotic process automation and human decision-making under one secure layer

  • UI Agent Technology: Autonomous software that understands intent, plans ahead and navigates enterprise interfaces without simply mimicking clicks

  • Dual Development Approach: Blends low-code simplicity for citizen developers with pro-code capabilities for experienced programmers

  • Target Accuracy: 95%+ agent accuracy with built-in controls for reliability and trustworthiness

Workforce Development Initiative

In May 2025, UiPath expanded its curriculum to include an Agentic Workforce Readiness Program targeting public sector professionals. The initiative provides agentic automation training and certification for workers affected by layoffs or seeking to upskill in AI-driven workflow automation.

UiPath Background

Founded in 2005 and headquartered in New York City, UiPath offers an enterprise automation platform aimed at IT and automation leaders in medium-to-large organizations and government agencies. The platform combines robotic process automation with artificial intelligence, supporting process discovery, low-code automation development, document processing and orchestration.

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About the Author
Dom Nicastro

Dom Nicastro is editor-in-chief of CMSWire and an award-winning journalist with a passion for technology, customer experience and marketing. With more than 20 years of experience, he has written for various publications, like the Gloucester Daily Times and Boston Magazine. He has a proven track record of delivering high-quality, informative, and engaging content to his readers. Dom works tirelessly to stay up-to-date with the latest trends in the industry to provide readers with accurate, trustworthy information to help them make informed decisions. Connect with Dom Nicastro:

Main image: @UiPath | X
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