It’s now and NEVA for NICE’s robotic virtual attendant
The “world’s first virtual attendant”
Data analytics and insights company NICE has launched its NICE Employee Virtual Attendant (NEVA) for customer service with a robotic touch.
Dubbed the “world’s first virtual attendant”, it is “designed with the employee in mind” and is powered by NICE’s desktop automation technology.
NEVA offers real-time process guidance when called for or automatically when an opportunity is identified. This enables employees to execute complex requests as well as upsell or cross sell within an interaction.
Miki Migdal, president, NICE enterprise product group, says: “The release of NEVA marks a significant contribution to the customer service domain, robotic process automation (RPA) industry and global business landscape at large by transforming the performance of employees at work.”
To give you more understanding, NICE explains that NEVA’s human-like interface invites employees to request assistance and ask questions via voice or text chat, when needed. Employees can ask NEVA to execute a process or display contextual process guidance.
NEVA’s decisioning engine will translate the request into structured workflow actions and execute on behalf of the employee by interacting with desktop systems.
By extracting underlying data from back-end systems or pulling together a script guiding the employee with the “next best actions at the opportune time”, NEVA closes the loop on every interaction and helps employees attain their desired goals and KPI’s.
In addition, with NEVA, new employees receive on the job training via step by step process guidance, “minimising cumbersome and time intensive” classroom training sessions.
NEVA reminds employees to follow policy-based processes, such as reading a required disclaimer, checking a required box, or completing a step in the process.
