Client:Cato Networks
Region:Global
Information Technology (IT)
Cato Networks accelerates customer support with AI innovation
30-40%
possible share of support tickets to resolve by agents
~60%
possible share of IT tickets to automate
330%
ROI projected within 3 months
Client Overview
Cato Networks, a world-leading provider of a single-vendor SASE (secure access service edge) platform, delivers a seamless and elegant customer experience that enables threat prevention, data protection, and timely incident detection and response. Faced with hundreds of daily Zendesk tickets, the company sought to ease the burden on its IT and support teams, who were overwhelmed by slow, error-prone manual triage. Cato aimed to automate ticket classification and resolution, reduce backlogs, improve accuracy, and generate data-driven insights to inform product and operational strategies—all while scaling support efficiently without increasing headcount proportionally.
Scaling fast resolution for IT and support tickets
Cato Networks launched its automation journey with a Ticket Classification Agent, developed using LangGraph-powered coded agents, and leveraging UiPath Orchestrator. The two-stage model applies deterministic business rules for simple categories and a large language model for complex cases, delivering real-time classification with over 90% accuracy. Reporting is now standardized, uncovering actionable insights such as configuration issues, which drive the majority of tickets—reshaping support strategy.
Building on this, Cato is testing an IT Support Agent to automate license provisioning and distribution list management. Using JSON context mapping, RPA workflows, and integrations with internal systems, it is projected to automate about 60% of IT tickets, saving 300 hours per month with a three-month payback. Next, Cato is developing a Support Agent capable of resolving 30–40% of customer tickets end-to-end, embedding feedback loops for continuous learning.
Together, these AI agents are enabling faster resolution, consistent customer experience, operational scalability, and data-informed decision making.
The drag-and-drop, low-code approach, combined with a huge community and documentation, makes it easy to deploy processes into production quickly.
Outcomes:
Accelerated resolution of IT and support tickets through intelligent automation
Improved accuracy and consistency in ticket handling and reporting
Enhanced scalability and insights to drive continuous operational improvement
Additional resources:
Cato Networks was a 2025 UiPath AI25 Award honorable mention. Meet all the 2025 award winners and see how these leading companies are using the UiPath Platform™ to drive innovation, boost efficiency, and redefine success.
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