HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq:NICE) today announced a new framework for integration with cognitive software vendors, enabling organizations to take their customer self-service channels and process automation capabilities to new heights. By integrating with the industry’s leading Artificial Intelligence (AI) technology vendors for Optical Character Recognition (OCR), chat and voice bots, and Machine Learning, as well as with its in-house cognitive solutions for Text Analytics and Natural Language Processing, NICE’s cognitive eco-system provides businesses with the capabilities to offer their customers a complete service offering, which gets smarter over time.
One of the main ways to expand the capabilities of smart cognitive communication tools is by integrating with chatbots. Fully integrated into backend systems, Robotic Automation has the capability to provide real-time customer data to the chatbot as well as enabling the bot to execute bespoke customer requests. This deepens the ability of the bots to handle more complex and unique customer requests in real time. The emergence of more intelligent bots is just the start of expanding the 24-hour customer self-service domain, giving customers the flexibility to interact with service centers within a timeframe of their choice.
Additionally, cognitive decisioning and machine learning unleash a more intelligent robotic workforce. This enables the robots to analyze, interpret and understand large volumes of customer requests, thereby enabling continual learning and improvement of business process automation. Relying on its new open framework for integrations with these advanced AI technologies, the NICE robots can process unstructured data from multiple sources (e.g. emails, chats, scanned documents etc.) and support more complex business needs and service requests.
Miki Migdal, president of the NICE Enterprise Product Group:
“Our
customers are looking to artificial intelligence as the next step in
their automation journey – and we are proud to be there for them,
jointly reinventing process automation with the latest in cognitive
technology. The innovative NICE framework opens up a new set of
automation opportunities based on the smartest cognitive technologies on
the market today, both from our own portfolio as well as from
third-party vendors. As a result, NICE
Robotic Automation handles customer interactions faster, more
comprehensively, and with more accuracy than ever before. This expansion
in capabilities is the latest in the ongoing development of our process
automation platform, which we are committed to continue to bring to our
customers.”
About NICE
NICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software solutions
that empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps organizations
of all sizes deliver better customer service, ensure compliance, combat
fraud and safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are using
NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Migdal, are based on the
current beliefs, expectations and assumptions of the management of NICE
Ltd. (the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking statements are
subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the
global economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; changes in technology and market
requirements; decline in demand for the Company's products; inability to
timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from time to
time with the Securities and Exchange Commission, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.