NICE today announced the next evolution in its cognitive automation platform – an integration with technology partner Celaton to infuse NICE Robotic Automation with enhanced machine learning capabilities. This integration creates 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 percent.

 

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 categorize, 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 judgments made by robots, who are instructed to respond to customer queries or complaints in an intelligent and highly personalized 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 percent. The combination of human intervention and cognitive technology ensures accuracy, accelerated speed, and continuous optimization of business processes, as well as growth and scalability.