NICE RPA’s Research Reveals that Employees and Managers are Ready to Embrace Automation

The global workforce sees an opportunity to be liberated from repetitive, manual tasks

Our vision for Robotic Process Automation (RPA) at NICE has always centered around providing enterprises with the tools they need to improve performance, wellbeing and motivation in the workplace. We were interested in finding out whether this message resonated with the employees who use technologies such as ours in an enterprise setting, so we conducted research about employee perceptions of RPA.

Our survey canvassed more than 2,000 employees and managers in customer-facing and back office domains across the United States and the United Kingdom. We discovered that employees and managers alike today understand the benefits of RPA more clearly and that they are ready to be empowered by the technology. Rather than fearing that humans will be displaced, they believe RPA will provide opportunities to boost their performance, grow their careers and spend their time on more meaningful and interesting work.

Let’s take a look at some of the headline findings.

50% of employees spend well over half of the day on repetitive tasks.

The amount of time that people still spend on mundane tasks continues to be a cause of frustration and attrition in At NICE, we advocate using RPA to empower people and augment their capabilities, thereby catalyzing the next wave of digital transformation. NEVA (NICE Employee Virtual Attendant) is an example of an automation technology designed with the employee in mind, with the purpose of enabling humans to reach their full potential in the workplace.the workforce. By implementing RPA in the enterprise, organizations enable employees to up their focus on more value-driven and strategic responsibilities – ones requiring empathy and human judgement.

Employees are overwhelmed by tedious, data-related tasks.

The deluge of customer data in most enterprises has created opportunities for companies to deliver better customer experiences through personalization and omnichannel engagements. At the same time, it has overwhelmed employees with manual, data-related tasks. Our research shows that employees would embrace RPA to automate these tedious tasks around data processing.

Organizations should provide their employees with Desktop Automation solutions that present contextually relevant data on their desktop within a single screen view as and when they need it.

Employees are ready to embrace automation

The survey found a strong desire for automation among respondents in both countries (US and UK) with employees believing that RPA will be most beneficial for reducing errors and ensuring compliance.

Managers see RPA having a positive impact on customer experience and sales.

Managers are equally positive about the impact of RPA on the workforce. The survey findings demonstrate an opportunity for enterprises to leverage RPA to strengthen individual employee performance within the organization.

Humans + robots = better performance

At NICE, we advocate using RPA to empower people and augment their capabilities, thereby catalyzing the next wave of digital transformation. NEVA (NICE Employee Virtual Attendant) is an example of an automation technology designed with the employee in mind, with the purpose of enabling humans to reach their full potential in the workplace.

NEVA's intelligent and human-like interface is driven by cognitive technology ensuring that she is engaged and ready to assist the employee around the clock. This is a powerful illustration of how we are bringing our Automation for the People vision to life by bringing together human employees and the robotic workforce.

By putting a human face on automation, we are embarking on a journey that will not only lead to unprecedented levels of business efficiency, but towards more meaningful and human workplace engagements.