NICE has introduced new AI-powered capabilities that maximise the benefits of Robotic Process Automation (RPA).
The company says new RPA capabilities include document digitisation, ROI-based recommendation of ideal processes to automate, and a complimentary resource centre with ready-made low-code/no-code resources for sharing.
Barry Cooper, President, NICE Workforce and Customer Experience Group, said: “The digital age is powering productivity, improving service experiences, and accelerating ROI.“
“By digitizing processes and prioritizing automations that drive maximum business value, our latest RPA capabilities are accelerating the path to a digital-first strategy.”
Click-to-Document, a capability that enables organisations to convert processes into documents that describe end-to-end process flows, utilised apps and user action. This capability saves hours of manual input and analysis without compromising the details. NICE says this feature can also be used to train and coach employees, shortening prep time needed for document analysis.
ROI-based automation process recommendation is said to prioritise processes suitable for automation using a calculation of the costs for time saved for each process. This enables businesses to make more informed and accurate decisions.
The last feature announced in this release is Built-in Resource Centre with ready-made low-code/no-code resources that offers ready-made packages and templates used to scale projects and accelerate development. The Resource Centre enables sharing and consumption of pre-built bots, callouts, NICE Employee Virtual Attendant skins, library functions and more.
Back in September, NICE announced a few updates for its RPA solution that include real-time behavioural guidance to boost customer satisfaction, among others.
Barry Cooper, President, NICE Workforce & Customer Experience Group, said at the time: “Leveraging this unique AI, process automations are more tightly aligned with company needs allowing them to guide agents across each customer’s unique situation in the moment that matters and in a way that becomes personalised. This transforms interactions into extraordinary service experiences supporting critical business priorities, improving the bottom line.”
