One NZ accelerates its AI-first transformation with orchestration

Orchestrating AI across legacy systems and complex workflows

One NZ needed a way to modernize customer and operational workflows without replacing the legacy systems already running the business. The company partnered with UiPath to orchestrate AI, automation, legacy platforms, and people across the business.

Using UiPath Maestro™, the organization began transforming complex provisioning and fulfillment processes that previously relied on fragmented systems and manual workarounds. The approach allowed One NZ to orchestrate across existing technology stacks rather than replace them—an important distinction for a business operating five CRMs, seven billing systems, and decades of embedded business logic.

One NZ first used UiPath Process Mining to visualize workflows end-to-end and identify where orders stalled, failed, or required human intervention. The discovery surprised even internal teams: within more than 22,000 orders reviewed, only a small fraction completed correctly without intervention.

From there, One NZ layered AI orchestration on top of its existing automation foundation. AI agents contextualized requests, interpreted structured and unstructured data, validated orders, and coordinated actions across systems. UiPath Robots then executed deterministic tasks at scale, while person experts remained involved in the moments that mattered most.

The company deliberately designed the model with governance and visibility built in. Teams introduced more than 100 business guardrails to ensure sensitive or ambiguous scenarios were automatically routed to people for review.

The impact was immediate.

A business mobile provisioning process that once took up to 10 days—or even two weeks in some cases—now completes in approximately five to ten minutes using the same core systems and workflows.

Equally important, One NZ gained real-time visibility into how work moved across systems, where failures occurred, and how processes could continuously improve. Teams closest to the work could now redesign workflows themselves instead of waiting for large-scale IT transformation programs.

The company rapidly moved from proof of concept to production in just weeks, then began scaling the model across provisioning, finance, fraud, revenue assurance, digital commerce, and other enterprise processes.

Today, One NZ is scaling orchestration across the business to build a faster, AI-first operating model—one that improves customer experiences while keeping people focused on the moments that matter most.

With UiPath, what used to take ten days now takes five to ten minutes—using the same systems, the same processes, without ripping anything out.

Cy Wright · General Manager of Intelligent Automation at One NZ

Outcomes:

• Faster customer fulfillment: reduced provisioning from days to minutes One NZ transformed a complex enterprise mobile provisioning process from up to two weeks to approximately five to ten minutes—dramatically improving customer responsiveness and operational efficiency.

• AI-first transformation without re-platforming: modernized operations while preserving legacy investments

  Using UiPath Maestro, the company orchestrated AI, automation, systems, and people across existing infrastructure without replacing core platforms.

• Greater operational visibility and control: created real-time transparency across workflows

  Teams can now visualize processes live, identify bottlenecks, instantly, apply governance guardrails, and continuously optimize customer journeys at scale.

Additional resources:

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