SMU Transforms Operations Through Business Orchestration and Automation—Powered by Agentic AI

Creating flexible, intelligent document workflows

Staff from the Singapore Management University’s (SMU’s) admissions office used to spend hours scrolling, copying, pasting, and double-checking student applications to identify qualified candidates. Wanting to speed up these time-consuming manual processes, it turned to automation.

But instead of alleviating the situation, new problems emerged. Automations frequently broke down due to minor user interface changes, leading to high maintenance effort and frequent disruptions.

The problem with typical AI agents is that while they can understand and process simple templated documents, they struggle to read documents that come in varying formats, or which contains elements like embedded tables, graphs, and inferred values.

What SMU needed was intelligent document processing, where agents can operate effectively in unstructured environments, tackle complex problems, and support variable, multistep workflows.

Having used the UiPath Platform™ at her previous workplace, Cassandra Jenna Bibal, Business Analyst and Automation Developer at SMU, knew that it was the answer. In February 2026, UiPath and SMU embarked on a partnership that yielded tangible outcomes within months.

Cutting processing time and reducing errors

Initially, SMU focused on the extraction of finance reports used for financial reconciliation, automating the highly manual and repetitive process. This improved accuracy, reduced processing time, and minimized manual intervention.

Convinced by the benefits, SMU gradually transitioned to end-to-end process automation and adopted UiPath Orchestrator and additional UiPath products to power their new AI digital assistant, known internally as the Document Screener.

Users can upload various types of documents, define their own screening criteria, and customize outputs, ranging from a PDF to a tailored Excel file with user-defined columns. The system then processes the documents, applies the specified logic, and automatically delivers the results via email.

Besides extracting key information from invoices and receipts, Document Screener can also reduce the time it takes for administrative staff to answer queries about admission processes, bursary applications, and scholarship applications.

This marks a shift from traditional automation to more intelligent, user-driven workflows. Document Screener can dynamically interpret inputs, adapt to different document types, and generate tailored outputs with minimal human intervention.

Cassandra Jenna Bibal, Business Analyst and Automation Developer, SMU

Tasks that took hours can now be completed in minutes while human errors in data handling have decreased. The flexibility of being able to upload any document, customize outputs, and receive results automatically has made Document Screener intuitive and valuable across different teams. With more time to focus on more analytical and value-added activities, staff were quick to embrace the tool.

Powering integrated intelligent workflows

In the next phase of its journey, SMU aims to embed UiPath agentic AI capabilities into copilot-style agents, which will allow users to interact with a bot in a more natural and intuitive way.

For example, users of Document Screener would be able to instruct AI agents to execute follow-up actions like sending calendar invites or notifications without having to switch systems or manually initiate processes.

The potential to move beyond rule-based automation into more context-aware and proactive systems is what truly excites the university about UiPath agentic AI capabilities. By combining conversational interfaces with automation workflows, users could retrieve insights and act on them instantaneously.

Ultimately, we see this as a step towards more intelligent, integrated automation ecosystems, where business users can interact with systems in a flexible, on-demand manner, while automations handle the complexity behind the scenes.

Cassandra Jenna Bibal, Business Analyst and Automation Developer, SMU

Outcomes

• Operational efficiency gains: because manual and repetitive tasks such as finance report extraction now take minutes instead of hours, staff can redirect their time towards analytical and value-added work.

• Scalable, intelligent automation: the evolution from task‑based automation to agentic AI solutions like the Document Screener allows SMU to transition to adaptive, user‑driven workflows. This flexibility allows different teams to customize outputs and handle diverse document formats.

• Rapid user adoption and future readiness: the intuitive design of the UiPath Platform led to faster-than-expected uptake. Building on this success, SMU is now preparing for conversational, copilot-style agents that connect decision making with execution, positioning the university at the forefront of intelligent automation in higher education.