Last week, NICE announced the launch of NICE Robotic Process Automation (RPA) version 7.7, extending the capabilities of its Employee Virtual Assistant, NEVA, for a more frictionless user experience.
Three key innovative capabilities in the latest release include:
- embedded on-screen web callouts for more seamless real-time agent guidance;
- an AI-powered business insights dashboard for accelerated and efficient decision-making;
- a next-generation connectivity watchdog that identifies disruptions, analyzes their business impact, and recommends the best option for repair.
“As organizations continue to feel the pressure to ramp up their service delivery to address more complex, unpredictable and emotionally driven customer demands, the release of RPA 7.7 could not have come at a more opportune time. Smart AI, which underpins our most powerful NEVA features, needs to be leveraged to successfully handle customer scenarios in real time by empowering service agents to become more in tune with each customer’s unique needs. It is also the key to the continuous improvement and growth of process automations with NICE RPA, which in turn supports business continuity and enhances both employee and customer experiences.”Barry Cooper, President of NICE Enterprise Group