While many companies are using AI to carry out some contact center processes, what if you could use AI to uncover more processes to automate? NEVA Discover, NICE’s AI-powered discovery tool, already uses advanced AI to produce actionable insights to optimize business processes, improve effectiveness and efficiency, and empower employees to meet their key performance indicators.
But this week, the company announced new RPA (robotic process automation) capabilities in its latest release of NEVA Discover. The new capabilities use AI to identify focused opportunities for automation. With NEVA Discover’s new process analytics solution and semi-supervised machine learning, organizations can optimize their business process executed elements to achieve complete performance.
NEVA Discover’s new process analytics capability goes beyond identification of automation opportunities by also highlighting key areas ripe for process optimization and employee training. The process analytics solution displays a set of business metrics and compares groups of users to provide visibility into how different employees execute the same tasks, helping to identify and bridge productivity gaps.
The actionable insights from NEVA Discover are packaged into intelligent dashboards for a visual recommendation of those processes which are best suited for attended or unattended automation, and which should be optimized. NEVA Discover also identifies opportunities where employees could be better supported with training and guidance to help them achieve their KPIs.
Semi-supervised machine learning allows business analysts to manually intervene and make further suggestions about the tool’s discoveries. This highly scalable capability sharpens and enhances the tool’s machine learning intelligence, said the company.
“NEVA Discover’s new capabilities demonstrate the power of AI in delivering actionable automation opportunities to empower employees and ultimately help brands master CXi (customer experience interactions),” said Barry Cooper, President of the CX Division at NICE. “Process optimization with NEVA Discover is not a one-time event. It is a cycle of continuous improvement, with ongoing measurement of the impact of each change, to create exponential value.”
Edited by
Greg Tavarez
