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NEVA (NICE Employee Virtual Attendant) - Contact Center Solution

 

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: NICE
Company Description: NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New Version

Nomination Title: NEVA (NICE Employee Virtual Attendant)

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and sales to date:

About NEVA

NEVA (NICE Employee Virtual Assistant) is the world’s first digital assistant designed with the employee in mind. By executing mundane, admin related tasks, NEVA unlocks the best potential from front and back office employees, enabling them to focus more on the customer interaction.

-NEVA’s intelligent, AI driven interface responds to voice or text communication from employees.
-She offers employees real-time process guidance and next best action advice, and in addition, has the capability to execute multiple and varied tasks on behalf of the employee. This enables employees to create a more meaningful and personalized customer service experiences.
-A natural integrator, NEVA can interact with any desktop application. She manipulates desktop applications in the same way a human employee would, but does so much faster, and with 100% accuracy.
-With the ability to automate tasks in real-time and handle all the process driven admin, NEVA frees up the employee to focus more on interacting and connecting with the customer, with an added human touch.
-Successful customer interactions rely on processing speed, accuracy and efficiency AS WELL AS personal human contact to tackle more complex customer requirements.

Unique Attributes

NEVA is always switched on and is triggered by the employee’s desktop actions (such as key strokes or mouse clicks). She knows when to jump in and offer employee’s real-time process guidance. As and when they need it.

The underlying technology powering NEVA relies on a comprehensive connectivity toolset, which allows this integration to any application – windows or web-based, legacy or homegrown. Connectivity can be done through a deep level approach called 'object based connectivity' or using the NICE innovative, AI-based 'Shape analysis' connectivity feature, when there is no easy way to access the underlying application, such as in the case of a VDI deployment.

NEVA's actions are based on business rules which are built using the NICE Automation Authoring tool, in an easy to use, drag and drop interface. The same tool is used to build the NEVA guidance callouts, for guiding agents through complex processes.

NEVA can automate activities on the users' desktop, but also has the ability to trigger unattended RPA bots to execute tasks in the backend, without involving the user. The NEVA on-screen callouts are dynamic and robust. They can display information from various systems, include complex options like drop down menus, field entries, links to data or applications and more.

Full GDPR and other regulatory compliance adherence by accurately processing back office tasks AND seamlessly alerting a human to intervene or authorize more sensitive matters for compliance purposes.

NEVA helps transform any service person into a sales person by offering sales guidance and handling the sales execution in the backend.

Use cases

NEVA is used for efficiency – by providing links to information, displaying the right content, in context to what the employee is doing right now, as well as by automating routine activities.
NEVA improves service to sales success – by guiding the service employee via sales scripts as well as executing the sales order by interacting with backend systems.

NEVA ensures compliance – by guiding (or enforcing) the agent to read the 'fine print', or by walking them through the compliant process flow.

NEVA is adopted by enterprises from various verticals, each adopting a use case to match their unique needs. In Telecom – she is extremely helpful in handling technical troubleshooting calls, significantly reducing 'truck rolls' and getting customers issues solved quickly. In Insurance, NEVA is used to display the relevant plans based on the customer's zip code, at the start of the call – ensuring that only the relevant options are offered to the customer and no costly mistakes are made. In GDPR compliant regions, NEVA can eliminate ex-employees from all IT systems, complying to the 'right to be forgotten' policy with accuracy and speed.