What is Automation?
Automation is the process of using technology that performs tasks previously performed manually by humans. Automation typically increases efficiency, reduces costs, improves accuracy, and offloads mundane, repetitive tasks from employees, thereby changing the nature of their jobs.
There are many potential uses for automation in contact centers. They are increasingly using automation not only as a tool to improve efficiency, but also to improve the customer experience. For example, a chatbot can be used to interact with a customer using chat and offer assistance with common questions. Another example is automatic speech recognition (ASR) transforming the way customers interact with interactive voice response (IVR) systems, allowing them more opportunities to self-serve. Artificial intelligence (AI) technology assists agents with suggested solutions and recommended responses as they are interacting customers via the phone or chat.
These few examples reveal the potential of new automation methods to address consumer demand for choices regarding how they interact with businesses, and how such touchpoints can result in competently resolved issues. Forward-thinking contact centers are figuring out how these new automation techniques fit into their own service models.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.