Tapestry Boosts Productivity of Enterprise Business Users with UiPath and AWS

Each brand that’s a part of Tapestry is unique yet woven together by a common thread of luxury. Tapestry’s customers not only expect high-quality products, but also high-quality service through various channels. To ensure consistent, accurate, and speedy issue resolution, Tapestry needed the right tools for its enterprise business users.

For several years, the Tapestry IT department had been using AWS Partner UiPath to automate workflows. “We were performing a lot of manual, mundane, and repetitive tasks,” said Karthigeyan Ramakrishnan, director of applications at Tapestry. “There was a dire need to automate activities to help us save costs, energy, and time, and also improve employee productivity. We went searching for the right tool and UiPath really stood out as a market leader.”

Riding on the success of previous process automations, the Tapestry IT team expanded the use of UiPath to the company’s IT support processes and performs automated reconciliations, issue resolution, and incident response. Not only did this help field requests, it also enabled faster onboarding of application IT support personnel.

For any new IT support personnel, there are many standard operating procedures they need to learn and follow. When they’re dealing with a high priority customer issue, IT support personnel often need to read through multiple documents just to find the right next action. The process can be time-consuming and ultimately frustrating for the customer. Now, thanks to Amazon Bedrock and Amazon SageMaker, Tapestry IT application support personnel will be able to ask a question and the Retrieval Augmented Generation (RAG) solution will be able to provide a response.

In addition, Tapestry is experimenting with generative artificial intelligence (AI) capabilities that can improve customer satisfaction in other channels. For example, Tapestry is evaluating task automation for its customer care agents using a UiPath connector for Salesforce. This will leverage generative AI for sentiment analysis, automatic response, and search and retrieval of customer care standard operating procedures and knowledge articles.

“We’ve done a lot of tests with foundation models on Amazon Bedrock and Amazon SageMaker, and they were not only effective, but our business loved it,” Ramakrishnan said. Tapestry is following a human-in-the-loop approach to review any responses from the generative AI applications before they are sent to the customer.

With multiple successful automations, the next step for Tapestry is to expand automation into other departments. “We plan to extrapolate our UiPath and Amazon Bedrock success to multiple other areas spanning IT or finance where the opportunities are endless,” Ramakrishnan said. “We want to take on more complex automation and get into the hyperautomation space. We also want to leverage as much generative AI as possible, and AWS is making that happen.”