Client:ADT
Region:North America
ADT: Always there—and now faster, smarter, and more connected with automation
<2 min
confirmation call time for technicians, down from 15–20 minutes
5+ years
running enterprise automation with UiPath
13
AI agent use cases planned for 2026
Client Overview
ADT is a leading security and smart home company dedicated to saving lives and protecting what matters most. From intrusion detection to fire and carbon monoxide monitoring, ADT helps deliver peace of mind whether customers are home or away. Behind this mission sits a complex, always-on operation spanning finance, field services, call centers, and customer support. Many of these processes are high-visibility, time-sensitive, and compliance-driven, often requiring work to move accurately and efficiently across multiple systems. As transaction volumes continued to grow, ADT needed a way to improve efficiency, throughput, and accuracy while strengthening governance and SOX controls, supporting 24/7 operations, and reducing manual effort—all without disrupting or replacing the technology already in place.
Accelerating service with enterprise automation
To keep pace with high-volume, time-sensitive work across finance, field services, and customer care, ADT needed faster, more accurate processes that didn’t disrupt existing systems. The UiPath Platform™ addressed these challenges—streamlining work, reducing manual effort, and improving outcomes across the enterprise.
UiPath Robots integrated seamlessly across legacy systems, modern applications, APIs, and user interfaces—letting work happen wherever it’s needed without rebuilding technology.
For example, after installing security equipment, technicians previously spent 15–20 min on confirmation calls. Today, a simple interaction on a technician’s tablet triggers a UiPath Robot to complete verification automatically—reducing confirmation time to under two minutes and finishing jobs faster.
To simplify work further, ADT introduced UiPath Apps through ADT Express, a single interface that allows teams to complete tasks with a few clicks—minimizing system switching and speeding resolution.
As automation matured, ADT began combining RPA with AI—using AI to interpret variability and feed structured, governed inputs into UiPath Robots. This allowed expansion into more complex scenarios while maintaining reliability, governance, and control.
UiPath is able to meet all of our automation needs—not just AI agents, but traditional, intricate RPA. Nobody else does it as seamlessly, and it integrates agnostically with any platform we use.
Outcomes:
Improved efficiency and accuracy across high-impact processes: automations reduced manual effort, streamlined workflows, and ensured data and task consistency across multiple systems
Enhanced technician, employee, and customer experiences: confirmation calls, billing, and support tasks became faster and simpler, freeing teams to focus on higher-value work and improving satisfaction
Enabled scalable automation without disrupting existing systems: UiPath Robots and Apps integrated across legacy and modern platforms, supporting growth while maintaining governance, control, and reliability
Additional resources
This enterprise-wide automation journey builds on ADT’s earlier successes with contact center transformation and ADT Xpress, extending efficiency, accuracy, and employee experience across the organization while setting the stage for AI-driven automation use cases in 2026.
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