With hybrid working here to stay, organisations are seeking more day-to-day visibility into how their business operates. And with customer service expectations higher than ever and competitive pressures increasing, organisations need insight into any gaps in efficiency, productivity or the customer experience.
There is also a need to provide employees with better support when dealing with calls when they are working at home – a challenge without visibility into how employees are executing tasks and processes on their desktops.
All these things are driving a need for intelligent AI and automation tools to assist agents in better navigating this new reality. As such, task and process mining have gained huge traction over the past 12 months, with the ability to provide actionable insight into potentially thousands of systems and processes across the organisation.
Traditional process discovery and modelling can be costly and time-consuming. However, the latest generation of AI-powered desktop analytics allows enterprises to drive significant and continuous business gains based on real business insights – with a fast time to market and a modest investment in time and software.
“We can understand how people are working across all the different systems, and the things they’re doing to support customers,” said Gareth Hole, Director of Robotics and AI at NICE.
“Based on that, we can use AI to come up with opportunities to optimise their processes that customers couldn’t see previously or discover on their own. The software can point people in the right direction as to where they should focus their time and effort to improve their business.”
Filling the expectation gap
NEVA Discover is an AI-driven NICE desktop analytics solution with task mining capabilities. It enables customers to pinpoint execution gaps, and provide unbiased, actionable insights. Equipped with the right information, they can take steps to improve their processes – whether that’s streamlining execution, focusing on the quality of service, or addressing training disparities.
“NEVA Discover is turning 50 years of business analysis on its head, and anything to do with process mining,” said Hole.
The software can unearth insight into how agents are limited with how they assist customers – for example, how long a customer is on hold while an agent searches for the right information or seeks to resolve their complaint. The organisation might see the agent doesn’t have the right tools or data needed to do their job efficiently and can focus their efforts in that area. Or they might need to deliver more training in certain functions. This helps fill the potential service expectation gap between customers and the business while improving the employee experience too.
There is also the potential to automate some of those areas where gaps are identified. With NEVA’s Click To Automate tool, companies can transform previously time-consuming and error-prone processes into live automation.
Hole contends the requirement for task mining will only increase in the current rapidly changing business landscape.
“Organisations are constantly changing. In six months, the world’s going to be a very different place – but you don’t know how yet. But NEVA Discover can constantly generate insights into what is happening across the organisation, with different things bubbling to the surface, delivering real value to the customer.”
