NICE Announces AI-Powered RPA, Accelerating Organisations’ Digital-First CX Strategy


New capabilities allow organisations to boost ROI by reducing time to production and maximising the value of automation across the business.

NICE introduced new AI-powered capabilities that enable organisations to maximise Robotic Process Automation (RPA) benefits for their business. Included in version 7.6, NICE RPA’s unique capabilities include document digitisation, ROI-based recommendation of ideal processes to automate, and a complimentary resource centre with ready-made low-code/no-code resources for sharing. In addition to reducing process analysis time and automating manual tasks, the innovative new capabilities also help organisations boost ROI and maximise the value of automation projects for the business.

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NICE RPA’s new capabilities enable organisations to use the power of digitisation within their business. These include:

  • Click-to-Document – enables organisations to seamlessly convert processes into documents detailing end-to-end process flows, utilised applications and user actions at the click of a button. Saving hours of manual analysis and costs involved in creating documentation, this capability shortens automation design time without compromising on details and allows scaling projects quickly and comprehensively. Organisations can also use this capability to train and coach their employees, mitigating the prep time needed for such activities.
  • ROI-based automation process recommendation – allows organisations to prioritise and select processes suitable for automation, based on a calculation of the costs for time saved for each method. The ROI calculator considers relevant objective factors, including the hours invested in the process and the number of employees who execute it. By highlighting and prioritising the business processes, organisations can make more informed, responsible, and accurate decisions.
  • Built-in Resource Center with ready-made low-code/no-code resources – accessible directly from Automation Studio, NICE RPA’s design environment, the new built-in Resource Center offers complimentary, ready-made, plug-and-play packages and templates with no coding required to help accelerate development and scale projects. Customisable and designed to meet a wide variety of project needs, the Resource Center, with its open-for-all approach, enables easy sharing and consumption of pre-built bots, callouts, NICE Employee Virtual Attendant (NEVA) skins, library functions and more between members of the NICE RPA community.

“The digital age is powering productivity, improving service experiences, and accelerating ROI,” said Barry Cooper, President, NICE Workforce and Customer Experience Group. “By digitising processes and prioritising automations that drive maximum business value, our latest RPA capabilities are accelerating the path to a digital-first strategy.”