UK government authority selected NICE Advanced Process Automation for its proven capabilities, accuracy and scalability
HOBOKEN, New Jersey, November 02, 2021–(BUSINESS WIRE)–PLEASANT (Nasdaq: NICE) announced today that a key UK government agency has chosen NICE advanced process automation technologies as part of its strategy to improve organizational efficiency and accuracy. In one of the most complex automation projects for which NICE’s advanced artificial intelligence (AI) and robotics technology has ever been used, the agency collects and coordinates data from 19 different systems across the world. organization as part of its digital transformation strategy. Additionally, the integration of advanced NICE artificial intelligence and robotic automation enables the agency to streamline tens of millions of transactions each year, process more than 28 million pages of handwritten forms, and provide thousands of advisers in real time for exchanges with the public.
Given the scope and scale of the authority’s activities, a growing population, ever-changing legislation and the need for resilience in the face of crises, this department needed an agile, highly scalable and flexible. NICE’s unique combination of advanced AI and unattended automation has been determined to be the best option to eliminate tedious and time-consuming tasks, increase productivity and improve operations. Additionally, NICE’s technology is particularly well suited to the public sector where resilience has become a non-negotiable.
Hundreds of NICE bots automate and support a wide range of processes across the agency, including administrative tasks, data collection, client communication, and regulatory compliance. For example, NICE technology helps the authority process self-service requests for payment agreements, update circumstances changes across multiple systems, correct errors, coordinate various data sources, and more. Additionally, NICE’s Virtual Employee Attendant (NEVA) provides employees with relevant contextual guidance during live interactions and assists them during huge seasonal surges in frontline contact. It can also quickly combine disparate systems and adjust processes on the fly to meet rapidly changing needs.
In order to automate the processing of millions of pages of handwritten forms, the government agency implemented an integration of NICE automation solutions and the Hyperscience Platform, which offers industry-leading intelligent document processing capabilities. The authority chose the Hyperscience-NICE joint solution after a “bake-off” pilot against the world’s main competitors, during which he proved to be the most precise and versatile. Across multiple form types with over 400 fields, the combined technologies have demonstrated 99.4% read accuracy – which is higher than the human accuracy level of 95% – and 100% automation of extraction and data export.
“We are excited to serve this important government agency’s need for a robust and innovative robotic process automation solution that saves time, improves productivity and provides greater flexibility,” said John O’Hara, President, NICE EMEA. “By combining our technology with the power of Hyperscience, this agency has seen significant return on investment through efficiencies that free up resources, reduce complexities, and streamline the organization’s multiple self-service options. “
NICE Advanced Process Automation solutions are increasingly becoming the technology of choice for public sector organizations are embarking on a journey of digital transformation as they mechanize their operations and simplify repetitive tasks. For example, NEVER WILL provides real-time dynamic support, such as retrieving the information the frontline worker needs, when they need it, and then assisting with all routine follow-up actions. Likewise, it can ensure that information about changed circumstances received through multiple channels automatically proliferates into relevant documentation. In addition to streamlining these processes, NICE automation solutions allow employees to focus on the personal touch that is essential to ensuring exceptional customer experiences.
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the world to create extraordinary customer experiences while meeting key business metrics. With CXone, the world’s #1 cloud-native customer experience platform, NICE is a global leader in self-service and AI-powered agent-assisted CX software for the contact center – and beyond. More than 25,000 organizations in more than 150 countries, including more than 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com.
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