Welcome to the newest section of RPA Today. In partnership with NICE we have created a dedicated space on the website for information & perspective from the NICE team.
Finally, an RPA vendor has formalized a Robo-Ethical framework, with 5 key principles, guiding the responsible and ethical practice of building and deploying process bots. See Blog
Contact center agents are under constant pressure to meet many, sometimes conflicting, KPIs like adhering to company policies while focusing on the customer experience. An attended automation bot can help mitigate that by acting as the CSRs’ personal helper and keeping them within the guardrails of internal policies and external regulations.
NEVA and Hyperscience Join Forces to Automate Processing of Scanned and Hard-To-Read Handwritten Documents
The NICE and Hyperscience partnership adds an important cognitive capability to NICE’s robotic workforce, helping any organization to dramatically streamline the processing of documents such as supplier invoices, customer onboarding, and even travel declarations. These capabilities have the potential to be particularly transformative for financial services, insurance companies, and government organizations.
Since the deployment of NEVA, Telia Finland reduced AHT by 30-50% across use cases involving multiple legacy systems and complex processes. With customer insights on their desktops, agents are guided through compliance steps and empowered to deliver a great customer experience. Tying attended automation and RPA together has helped Telia to vastly improve the level of automation in its contact center and realize cost savings.
NEVA, NICE Attended Automation bot, enables call center operations to dramatically increase first contact resolution and eliminate errors, by providing CSRs with all the info they need to reach quick, full resolution.
Banking automation is moving to near the top of the agenda for leading banks. Some of the benefits banks can reap from a strategic branch automation program include improved customer satisfaction and loyalty, more responsive and efficient operations, and tighter compliance and fraud detection.
NEVA and NICE Enlighten AI bring the first combination of behavioral insights and contextually relevant desktop guidance and automation to service agents.