Cognitive intelligence introduced in customer service with the launch of ‘NICE’ employee virtual attendant (NEVA)

Blogs > Cognitive intelligence introduced in customer service with the launch of ‘NICE’ employee virtual attendant (NEVA)

It is believed NEVA offers real-time process guidance when called for or automatically when an opportunity is identified.

NEVA is expected to automate most complex requests, up-sell or cross sell. A big boon to customer service agents to achieve higher goals, whilst act as an enabler to achieve KPI’s consistently.
Process excellence, sales delivery, compliance, improved employee engagement and morale are key benefits expected to be delivered to an organization with its implementation.

NEVA personifies how human and robotic workforces can collaboratively work together, reshaping the capabilities of global enterprises to achieve unprecedented levels of operational efficiency and delivery.
NEVA’s intuitive human-like interface invites employees to request assistance via voice or chat. NEVA’s intelligent decision making engine will translate the request into structured workflow actions and execute on behalf of the employee by interacting with desktop systems.

By extracting data from back-end systems and guiding the employee with the next best actions at the opportune time, NEVA is successful in ensuring every interaction is closed efficiently and empowers Employees to deliver Five Star customer service

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