MTS: How does NICE bring together analytics, Big Data, AI and automation to deliver a single unified Customer Experience?
Einat Weiss: Companies today must be able to deliver faster, better service over a variety of channels. NICE’s Robotic Automation Solution combines artificial intelligence and automation, allowing organizations to create a more efficient and intelligent workforce that fuses the skill sets of humans and robots to meet their SLAs 100 percent of the time and create a new standard of service. The use of AI also enables organizations to identify which processes lead to poor customer satisfaction – by correcting these processes through automation, they can significantly boost customer satisfaction levels.
NICE’s next generation analytics technology also plays a central role in this process, allowing companies to gain insight into massive amounts of Big Data, including the unstructured data, from their customer interactions and then fuse this with AI to create automated
Article source: http://martechseries.com/mts-insights/tech-bytes/techbytes-einat-weiss-vp-global-marketing-nice-systems/
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