Virtual assistant

NICE Virtual Assistant NEVA Boosts Customer Experience for Leading Japanese Insurance Agency’s Emergency Assistance Service

HOBOKEN, NJ–(BUSINESS WIRE)–PLEASANT (Nasdaq: NICE) today announced that Aioi Nissay Dowa Insurance Co. Ltd. of Japan significantly increased operational efficiency, reduced costs and reduced average handle times in its emergency call center after implementing NICE Advanced Process Automation (APA) solutions. NICE’s virtual attendant, NEVA, provides real-time automated guidance to 1,000 frontline workers, while unattended advanced robotic automations streamline dozens of routine digital processes.

Aioi Nissay Dowa Insurance Co. Ltd. is part of MS&AD Insurance Group Holdings, one of the largest such companies in Japan. The company, which provides non-life insurance products and assistance to customers worldwide, operates the Anshin24 Contact Center as an emergency assistance service for car accidents and other urgent events. Since most of the tasks that need to be accomplished during these interactions are complex, Aioi Nissay Dowa Insurance sought an automation solution to reduce reliance on time-consuming and error-prone manual activities performed by agents.

“When NICE introduced us to their APA solutions, we immediately knew they would deliver the value we were looking for,” said Mr. Yasuto Ryujin, Group Leader Business Reform Group, Claims Administration Department at Aioi Nissay Dowa Insurance Co. Ltd. “NEVA’s capabilities allow us to provide better service directly to our customers with greater efficiency, speed and accuracy. With NEVA and NICE unattended robotic automation technology, we reduce both reputational risk and costs, and the time and money we save allows us to reinvest in other areas of our business. »

Powered by an intelligent, data-driven decision engine, NICE’s APA solutions help identify which processes are the best candidates for automation and guidance. This allows organizations to optimize guiding processes and automation flows, measure automated processes and identify areas for improvement.

“We are very excited to work with Aioi Nissay Dowa Insurance as they bring sophisticated human-robot collaboration into their workforce for simplicity, flexibility and efficiency,” said Darren Rushworth, International President, NICE. “Many organizations are now finding that freeing employees from repetitive processes can lead to significant benefits, such as those Aioi Nissay Dowa Insurance has experienced, such as reduced processing times and costs, improved SLAs, and customers and happier employees.”

About NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the world to create extraordinary customer experiences while meeting key business metrics. With CXone, the world’s #1 cloud-native customer experience platform, NICE is a global leader in self-service and AI-powered agent-assisted CX software for the contact center – and beyond. More than 25,000 organizations in more than 150 countries, including more than 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction.

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Forward-looking statements

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