Enterprise Solutions News

NICE launches Enterprise Robotic Virtual Attendant NEVA

A personified desktop assistant, NICE Employee Virtual Attendant (NEVA), transforms employee capabilities to enhance operational efficiency, bolster sales efforts and drive regulatory compliance via on-demand and automated, always- on guidance

Powered by NICE’s proven, market leading Desktop Automation technology, NEVA offers real-time process guidance when called for or automatically when an opportunity is identified. This enables employees to efficiently execute even the most complex requests as well as upsell or cross sell at the most optimal time within an interaction, driving front and back-office process effectiveness, boosting sales delivery and ensuring compliance adherence while increasing employee engagement and morale.

This latest innovation in NICE Robotic Process Automation and virtual attendant technology, NEVA personifies how human and robotic workforces can collaboratively work together, reshaping the capabilities of global enterprises to achieve unprecedented levels of operational efficiency and service delivery success.

NEVA’s intuitive human-like interface invites employees to request assistance and ask questions via voice or text chat, when needed. Employees can ask NEVA to execute a process or display contextual process guidance as and when they need it. NEVA’s intelligent decision engine will translate the request into structured workflow actions and execute on behalf of the employee by interacting with desktop systems. By extracting underlying data from back-end systems or pulling together a script guiding the employee with the next best actions at the opportune time, NEVA closes the loop on every interaction and helps employees attain their desired goals and KPI’s.

With NEVA, new employees receive on the job training via step by step process guidance, minimizing cumbersome and time intensive classroom training sessions. In addition, by reminding employees to follow policy-based processes, such as reading a required disclaimer, checking a required box, or completing a step in the process, NICE’s innovative robotic virtual attendant drives compliance.

Miki Migdal, President, NICE Enterprise Product Group said “The release of NEVA marks a significant contribution to the customer service domain, RPA industry and global business landscape at large by transforming the performance of employees at work. The NEVA innovation marks the beginning of a global paradigm shift, proving how intelligent robotic software can enable both human employees and leaders alike to reach their best performance potential.”

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