NICE Updates RPA Solution for Personalised CX

William Smith

NICE’s robotic process automation offering is gaining new AI capabilities

NICE Insights
NICE Updates RPA Solution for Personalised CX

Cloud customer experience platform provider NICE has announced updates to its robotic process automation solution. 

NICE offers virtual contact centre solutions on a unified cloud platform. Its CXone cloud customer experience platform features specific CX capabilities such as smart routing to connect customer with the most suitable resources via its Enlighten AI solution. 

The new AI capabilities in version 7.5 of its offering provide organisations with process recommendations and real-time behavioural guidance to boost customer satisfaction. 

Other forms of support include: 

  • Automation discovery, which leverages NICE’s Automation Finder. Learning from organisational data, the tool provides automation recommendations targeted to company goals 
  • Real-time agent guidance based on integration between the NICE Employee Virtual Attendant and Enlighten AI to provide more holistic understanding of customer needs 
  • Cloud optimisation via new platform architecture the simplifies the deployment of automations  

“With the announcement of RPA 7.5, we bring to the CX industry smarter automation discovery made possible by our rapid AI capability advancements,” said Barry Cooper, President, NICE Workforce & Customer Experience Group 

“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.” 

NICE recently partnered with enterprise AI firm Amelia on a conversational AI solution to help companies build self-service options. 

“Consumers are increasingly engaging in digital conversations and prefer brands that provide 24/7 support in the way they prefer, and they have quickly come to expect an effortless experience in their moment of need,” said Paul Jarman, CEO NICE CXone.   

“AI-powered technologies enable these customer-controlled experiences through the rapid delivery of personalised services and end-to-end care. The out-of-the-box machine learning-imbued intelligence powered by Amelia will help organisations digitally transform through automation and cognitive technology to lower costs, improve productivity and grow their business.” 



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