NICE Features New AI-Powered Robotic Process Automation

New Capabilities Boost ROI by Reducing Time to Production and Maximizing Value of Automation Across the Business

NICE, the provider of cloud-native CX solutions, is introducing new Robotic Process Automation (RPA) capabilities for its software that the company says helps organizations with digitizing and automating processes to boost the return on investment (ROI) for their business.

The new RPA capabilities, powered by artificial intelligence (AI) and included in NICE version 7.6, include document digitization, ROI-based recommendation of ideal processes to automate, and a complimentary resource center with ready-made low-code/no-code resources for sharing. By reducing process analysis time and automating manual tasks, the new capabilities maximize the value of automation projects for a business.

“The digital age is powering productivity, improving service experiences, and accelerating ROI,” said Barry Cooper, president of the company’s workforce and CX group. “By digitizing processes and prioritizing automations that drive maximum business value, our latest RPA capabilities are accelerating the path to a digital-first strategy.”

With document digitization, for instance, organizations can convert processes into documents and provide details on end-to-end process flows, utilized applications, and user actions. Shortening the automation design time saves hours of manual analysis and the costs involved in creating documentation, while allowing projects to be scaled quickly and comprehensively, the company notes. Organizations can also use this capability to train and coach their employees more quickly, mitigating “prep time.”

In the second capability, ROI-based automation process recommendations allow organizations to prioritize and select processes suitable for automation, based on a calculation of the costs for time saved for each process. The ROI calculator considers relevant factors, including the hours invested in the process and the number of employees implementing the process. By highlighting and prioritizing business processes, organizations can make more informed, responsible, and accurate decisions, NICE said.

For the third capability, the built-in resource center with ready-made low-code/no-code resources is accessible directly from the NICE RPA’s design environment, Automation Studio. The resource center offers complimentary, ready-made, plug-and-play packages and templates with no coding required to help accelerate development and scale projects. Customizable and designed to meet a variety of project needs, the resource center with its open-for-all approach enables among the members of the NICE RPA community the easy sharing and consumption of pre-built bots, callouts, NICE Employee Virtual Attendant (NEVA) skins, library functions, and more, the company notes. Based in Hoboken, New Jersey, NICE is the creator of the cloud-native CX platform CXone, and is also the provider of AI-powered self-service and agent-assisted CX software for the contact center.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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