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NICE Robotic Process Automation (RPA) manages the order and delivery processes for a company’s entire global operations. One of the world’s largest home furnishings retailers leveraged the solution, which resulted in the company eliminating 100 percent of its order entry errors and saving 5,000 hours on manual processes, while dramatically improving the customer experience.
Loyalty360 caught up with Oded Karev, vice president, head of advanced process automation for NICE, to find out more about this unique solution.
How does NICE Robotic Process Automation create synergies that drive awareness/deeper CX, leading, ultimately, to customer loyalty?
Karev: NICE Robotic Process Automation creates synergies through shorter handle times for customer inquiries, as the robot can work 4-5 times faster than a human, and does so without any errors. By taking on these clerical tasks, the back office human employee can work in parallel to the robot to provide faster and more accurate responses to the end customer–this human-robot synergy is an important element in boosting customer satisfaction and loyalty. In essence, when this synergy occurs, front office agents can focus completely on the call with the customer, give them more attention, meet their needs, and improve customer satisfaction.
Looking ahead, robots will also work on self-service channels such as IVR, allowing customers to complete their inquiries over self-service. traditionally, customer frustration is caused by attempting to complete a self-service inquiry and failing. But now, with agents working in the background of self-service, the success of these channels will rise, and the overall customer experience will benefit. NICE offers a unique desktop automation solution, which supports the agent in real-time, helping them carry out these tasks faster, more efficiently, and with real-time guidance.
How does it work and what makes it unique?
Karev: NICE Robotic Automation supports completely unattended server-based robotic automation and agent-assisted (attended) desktop automation. NICE Robotic Automation is a highly secure, stable, and scalable solution, suitable for the most demanding enterprise needs. It integrates with any third-party or homegrown system. One of its competitive advantages is that it seamlessly integrates with NICE’s analytics, case management, and workforce optimization solutions to deliver maximum value. For instance, customers can integrate real-time authentication into the solution and trigger Desktop Automation agents to assist when a possible contact center fraud alert is triggered.
Advanced features include:
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