NICE Adds New Capabilities to Its Cognitive Automation Platform

NICE has announced the next evolution in its cognitive automation platform – an integration with technology partner Celaton.

This integration will infuse NICE Robotic Automation with enhanced machine learning capabilities and create a digital workforce that can manage, consume, and assimilate more complex unstructured data into fully automated business processes, decreasing manual effort by up to 85%.

Every day, businesses are inundated with large volumes of unstructured and unpredictable data from customers, such as enquiries, complaints received by email, fax, paper, social media and other electronic data streams.

The unstructured nature of the data makes it highly labour intensive to categorise, interpret, process and respond to the customer in a timely and consistent way.

The dependence on human labour is expensive and prone to errors and delays, which inevitably creates backlogs during peak or surge periods.

Furthermore, business operations cannot expand without the addition of human resources, further exacerbating operating costs and lack of flexibility and scalability.

With cognitive machine learning capabilities, complex data is quickly consumed and interpreted, and sound judgements made by robots who are instructed to respond to customer queries or complaints in an intelligent and highly personalised manner.

The cognitive robots continually learn about new situations and content from human input, driving an enhanced customer experience and reducing process time by approximately 95%.

The combination of human intervention and cognitive technology ensures accuracy, accelerated speed, and continuous optimisation of business processes, as well as growth and scalability.

Andrew Anderson, CEO of Celeton, said: “We are thrilled to be partnering with NICE to deliver innovative machine learning capabilities that will help businesses achieve new levels of process efficiencies that are currently out of reach.

“The powerful combination of advanced process automation and machine learning will most certainly help companies deliver better customer service faster using precision, speed, and personalisation.”

Miki Migdal, president of the NICE Enterprise Product Group, added that: “Robotic process automation has already made great strides globally by significantly impacting business efficiencies and ROI.

“We have now entered a new era of cognitive automation, and we are delighted to be at the forefront of innovation as we boldly expand our machine learning capabilities.

“The integration with Celaton not only addresses many of the more complex and challenging business problems facing our customers today, but also marks a significant contribution to the cognitive automation arena.”