UiPath launches Maestro Case for complex workflows

UiPath has launched Maestro Case, a case management product within its Maestro orchestration software, aimed at businesses managing complex workflows with frequent exceptions.

Maestro Case is designed to coordinate work across AI agents, software robots, staff, applications and data within a single case workflow. It targets long-running processes that often move across departments and systems, including customer requests, investigations and approvals.

The launch expands Maestro beyond fixed process orchestration into case management, where workflows can change as new information emerges. In this model, the case carries data, timeline, participants and execution context through different stages.

UiPath said organisations often run hybrid operations that combine routine processes with more variable, context-dependent work. It cited a survey of nearly 600 C-suite and IT practitioners at companies with more than USD $1 billion in revenue, in which 52% reported these hybrid workflows in day-to-day operations.

According to UiPath, dynamic work is often handled through email, spreadsheets and separate software tools, creating delays and reducing visibility. Without a coordinated view of a case, it can be harder to track actions, maintain context as work moves between teams, and manage compliance and transparency.

How it works

Under the new product, configurable case and stage management agents can move work through a process, while robots, AI agents and people handle individual tasks within governed workflows. Human review and escalation can be built into cases when exceptions arise or decisions require judgement.

UiPath said the product is also supported by coding agents across the case lifecycle, including build, test, debug, deploy and operation. That reflects a broader shift among software suppliers to present AI systems not only as tools for task execution but also as participants in workflow design and oversight.

UiPath is positioning the product at enterprises seeking tighter control over processes that do not follow a simple linear path. Such workflows are common in regulated sectors and service-heavy operations, where each case may require different steps depending on documents, customer history or internal review.

UiPath said early design adopters reported a 60-80% reduction in average case handling time. Those users also saw a three-to-five times increase in cases resolved without human intervention and improvements in service-level agreement compliance of more than 25 percentage points.

One adopter in financial services is projected to save more than USD $12 million a year by using the product in dispute resolution and know-your-customer case workflows, according to UiPath. It did not identify the customer.

Enterprise push

The release comes as software groups compete to define how AI agents, automation tools and human workers should operate together in large organisations. Much of that competition has focused on simple task automation, but suppliers are increasingly targeting more fragmented work that stretches across teams, systems and decision points.

For UiPath, that means building on its established automation business while broadening into orchestration software that manages interactions between different forms of labour and software. Case management has long been difficult to automate because exceptions are common and processes often evolve while work is in progress.

Raghu Malpani, Chief Technology & Product Officer at UiPath, said the company sees this as the central challenge for modern operations. "Modern case management is no longer about tracking work-it's about orchestrating dynamic complex processes, where exceptions are the norm," he said.

He added: "With Maestro Case, organisations can bring together people, AI agents, systems, and business processes into a single coordinated experience. Teams can resolve complex cases faster, adapt to changing business needs, and deliver the visibility, governance, and agility required in today's enterprise environment."