NICE this week announced a new framework for integration with cognitive software vendors, enabling organisations to take their customer self-service channels and process automation capabilities to new heights. By integrating with the industry’s leading Artificial Intelligence (AI) technology vendors for Optical Character Recognition (OCR), chat and voice bots, and Machine Learning, as well as with its in-house cognitive solutions for Text Analytics and Natural Language Processing, NICE’s cognitive eco-system provides businesses with the capabilities to offer their customers a complete service offering, which gets smarter over time.
One of the main ways to expand the capabilities of smart cognitive communication tools is by integrating with chatbots. Fully integrated into backend systems, Robotic Automation has the capability to provide real-time customer data to the chatbot as well as enabling the bot to execute bespoke customer requests. This deepens the ability of the bots to handle more complex and unique customer requests in real time. The emergence of more intelligent bots is just the start of expanding the 24-hour customer self-service domain, giving customers the flexibility to interact with service centres within a timeframe of their choice.
Additionally, cognitive decisioning and machine learning unleash a more intelligent robotic workforce. This enables the robots to analyse, interpret and understand large volumes of customer requests, thereby enabling continual learning and improvement of business process automation. Relying on its new open framework for integrations with these advanced AI technologies, the NICE robots can process unstructured data from multiple sources (e.g. emails, chats, scanned documents etc.) and support more complex business needs and service requests.
Miki Migdal, president of the NICE Enterprise Product Group:
“Our customers are looking to artificial intelligence as the next step in their automation journey – and we are proud to be there for them, jointly reinventing process automation with the latest in cognitive technology. The innovative NICE framework opens up a new set of automation opportunities based on the smartest cognitive technologies on the market today, both from our own portfolio as well as from third-party vendors.”
“As a result, NICE Robotic Automation handles customer interactions faster, more comprehensively, and with more accuracy than ever before. This expansion in capabilities is the latest in the ongoing development of our process automation platform, which we are committed to continue to bring to our customers.”
About NICE
NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organisations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organisations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.
