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Leveraging AI and automation to transform customer experience

As a result of the pandemic, extraordinary customer service is no longer an option. It is a requirement for business survival in a digital-first world where customers expect brands to deliver instant gratification — anytime and anywhere.

This shift was already underway in many industries, but now, digital expectations are increasing exponentially. And that means if businesses that are not offering fluent, scalable, cloud-based digital customer journeys, they will most likely be left behind. According to a 2020 Customer Experience Benchmarking Report conducted by NTT, a global telecommunications company that surveyed more than 1,000 global stakeholders, an estimated 26% to 50% of their customer service activity would become automated by 2022.

As smart companies accelerate their digital transformations to keep up with their customers, a key piece of the customer experience puzzle is to leverage AI and robotic process automation (RPA) to empower contact center agents. In fact, virtual assistants can handle a full range of mundane, repetitive tasks — freeing up prepared live agents to address more complex customer demands that need a human touch.

A proven leader in attended automation technology is NEVA. NICE’s Employee Virtual Attendant, a powerful contact center resource that resides on agent desktops. Attended automation is revolutionizing workforce optimization processes. Supported by automated virtual assistants like NEVA, agents can benefit from the in-call coaching, real-time sales opportunities, and complaint resolution guidance that drive productivity and simultaneously strengthen customer experience, as well as brand loyalty.

An all-in-one desktop solution improves CX

 Many organizations routinely monitor contact center agents to discern the best ways to optimize their performance.This functionality has become especially valuable in the growing number of remote and hybrid contact center operations. NEVA provides automated virtual supervision that can help navigate agents through complicated process flows, as well as enforce increasingly stringent compliance requirements

From observation to automation

 By monitoring agents in real time, NEVA also can identify primary pain and sticking points that can be resolved enterprise-wide to streamline operations and enhance customer satisfaction. For example, a repetitive manual process like copying and pasting data or navigating to a new page to find specific information can be automated, allowing agents to focus on delivering personalized service. A “click to automate” option on NEVA allows businesses to transform recommended sequences into live automations seamlessly.

Other data analysis may point to the need for coaching, training, or a shift in approach. Regardless of the unique situation, built-in AI gives contact center leaders the opportunity to identify process and execution gaps. Then, they can make data-driven decisions to maximize bottom-line impact through the expanded use of automated processes.

Empowering agents everywhere

 Unexpected spikes in call volume can stress any agent, but whether you are managing new hires or a seasoned pros, NEVA can instantly provide relevant customer data at the desktop, giving the agent a 360-degree customer view and saving research time. This allows agents to focus on creating authentic and empathetic connections to maximize the customer experience in every interaction.

When teaming with NEVA, the agent is prepared and is perfectly positioned to ask the right question at the right time to provide the right solution — supported by the coaching, resources and flexibility to listen, resolve and deliver the instant gratification today’s customer seeks.

As contact centers continue to automate operations through AI, smart self-service and attended automation, agents will continue to play a critical role in creating a customer-centric experience that delivers superior, industry-differentiating service.


From NICE:

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software, NEVA, for the contact center – and beyond. NEVA’s differentiating functionality empowers real-time process optimization and automation of mundane desktop tasks to improve employee and customer experiences. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform and elevate every customer interaction. To learn more, visit nice.com.