In its most recent release, NICE revealed new RPA (Robotic Process Automation) capabilities that employ AI to pinpoint opportunities for automation. Organizations can optimise the executed parts of their business processes to achieve total performance with the help of NEVA Discover’s new process analytics solution and semi-supervised machine learning. The AI-powered discovery tool from NICE, NEVA Discover, employs cutting-edge AI to generate actionable insights to streamline corporate operations, boost efficacy and efficiency, and enable staff to hit KPIs.
In addition to identifying automation opportunities, NEVA Discover’s new process analytics capability also highlights important areas that are ideal for process improvement and staff development. To provide visibility into how various employees carry out the same operations, the process analytics solution compares groups of users and presents a set of business indicators. This aids in identifying and closing productivity gaps. Intelligent dashboards are created using the actionable insights from NEVA Discover to provide a visual recommendation of which processes are best suited for attended or unattended automation and which should be optimised. NEVA Discover also highlights areas where staff members could benefit from more training and direction to assist them in meeting their KPIs.
Business analysts can manually intervene and offer further comments regarding the tool’s discoveries thanks to semi-supervised machine learning. The tool’s machine learning intelligence is sharpened and improved by this extremely scalable capabilities,
“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). 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.”
Barry Cooper, President, CX Division, NICE