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.
Automating ticket resolution across IT and customer support
Cato Networks launched its automation journey with a Ticket Classification Agent, built using LangGraph-coded agents and deployed through UiPath Orchestrator. The system applies predefined rules for simple cases and an AI model for complex tickets, delivering real-time classification with over 90% accuracy. Standardized reporting now uncovers actionable insights—like configuration issues that drive most tickets—helping reshape support strategy.
Building on this foundation, Cato is testing an IT Support Agent to automate license provisioning and distribution list management. This agent is expected to handle about 60% of IT tickets. This will save hundreds of hours each month and allow a three-month payback.
Support agent for customer tickets
To tackle more complex cases, Cato is developing a Support Agent capable of resolving 30–40% of customer tickets end-to-end. Multi-step workflows orchestrated through UiPath Maestro™ coordinate specialized AI tasks—analyzing logs, summarizing key information, querying other systems, drafting responses, and routing work for person review when needed.
How UiPath products make it work
UiPath Studio and coded agents give developers full control over model selection, cost, and behavior.
UiPath Integration Service connects Zendesk, Salesforce, Outlook, Grafana, and AWS Bedrock, enabling seamless data flow across the organization.
UiPath Autopilot™ speeds up response writing and summarization. It saves time and effort while still being consistent and quality.
Business impact
Together, these agents enable faster ticket resolution, consistent customer experiences, operational scalability, and data-informed decision making—while freeing engineers to focus on higher-value work and strategic initiatives.
With UiPath, we can automate complex ticket workflows end-to-end, freeing our engineers to focus on high-value work while delivering faster, consistent support to our customers.
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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