Many large enterprises have already adopted RPA and are looking for additional ways to increase its impact across the enterprise. One place which can benefit greatly from RPA is attended automation for the contact center, since a lot of the processes executed by the service representatives are repetitive and error-prone, making them prime candidates for RPA.
But an attended bot is different from an unattended one in a few ways. Learn more below in our Attended Automation Special Interest Group.
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Attended Automation Expert
As Director of Automation Solutions at NICE, with over 18 years’ experience working with clients in this Space, Jackie is passionate about enabling organizations to realize the full potential of Attended Automation, Al & Analytics, demonstrating how harmonizing humans and robots can deliver flawless customer experiences whilst increasing efficiency across the Enterprise.
Check out our resource library on Attended Automation, including whitepapers, blog posts and more.
Ensuring brand loyalty through Customer Experience.
NICE RPA’s Advanced Automation Expert, Maor Revah, shares his perspective on the increasing demands of the customer experience and how customer service can improve the quality of interactions through solutions such as self-service portals and generative AI, among others.
Follow South African health plan administrator Medscheme’s digital transformation journey as the back office embraces process analytics to drive improved results with new productivity baselines, reduced costs, and streamlined processes.
What are the new manager expectations in today’s remote workplaces? Maor Revah, Head of Business Development at NICE, and Mehdi Nafe, CEO and Co-Founder of Novelis Group, discuss the evolving purpose and role of leaders within an organization.
How can businesses optimize their processes for remote work environments? Maor Revah, Head of Business Development at NICE, and Mehdi Nafe, CEO and Co-Founder of Novelis Group, discuss the market change toward remote work and ways RPA can support this environment by optimizing processes.
What are the top three use cases for Attended Automation? Join Dan Goodstein, President, IRPA AI and Digital Enterprise Institute, and Adela Milano, Automation Consultant, NICE Systems, to learn more about the top three use cases for Attended Automation including ID and verification for Financial Services, “A day in the life” approach for auto insurance claims and using customer interactions to solve customer problems and create potential revenue opportunities.
Full interview below…
Defining Robotic Process Automation: What to look for in an Enterprise-grade solution. This research explores the attended RPA journey from an enterprise practicioners’ perspective and identifies capabilities that matter most to enterprises. It also looks at how mature enterprises have deployed attended RPA at scale to provide insights into the product capabilities for which enterprises have a greater preference.
Gareth Hole, Strategic Alliances Director for Robotics and AI at NICE, explains how augmented automation can enable contact centers to have more meaningful conversations with customers, ensure compliance in complex sales and service situations and coach employees in real time.
Collection agencies and departments are under relentless pressure to maximize recovery rates while minimizing collection costs. These imperatives are demanding enough in the best of times. Now, the pandemic and more rigorous regulation are intensifying the challenge.
As organizations continue to embrace RPA on a global scale, many are experiencing the challenges of scaling and driving through the business benefits of their automation investments. To truly unleash the full value of RPA, organizations need to embrace the potential value of a blended human-robot workforce.
This whitepaper unpacks and explores the fascinating technology powering NEVA (NICE Employee Virtual Attendant), that is Attended Automation. In today’s digital economy, most enterprises are embracing various forms of digital transformation practices to remain relevant and competitive. Attended Automation technology is a critical component in any digital transformation initiative, as it provides the human workforce with real-time guidance and support.
In this paper we will explore the benefits of attended automation as a critical element of successfully scaling intelligent automation programs. We will also take a look at the steps organizations should take to successfully scale up their intelligent automation efforts to unleash the full return on their investments in this potentially transformational technology.
After a few months of adjusting to the ‘new normal’, attended RPA bots are changing the face of the contact center. In this white paper, Frost & Sullivan explores the instrumental role of attended bots, serving as employees’ virtual assistants, in creating agile organizations that are quick to adapt to fluctuations in organizational structure, workforce engagement, and customer demands.
