HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq:NICE) today announced the next evolution in its cognitive automation platform – an integration with technology partner Celaton to infuse NICE Robotic Automation with enhanced machine learning capabilities. This integration creates a digital workforce that can manage, consume, and assimilate more complex unstructured data into fully automated business processes, decreasing manual effort by up to 85 percent.
Every day, businesses are inundated with large volumes of unstructured and unpredictable data from customers, such as enquiries, complaints received by email, fax, paper, social media and other electronic data streams. The unstructured nature of the data makes it highly labor intensive to categorize, interpret, process and respond to the customer in a timely and consistent way. The dependence on human labor is expensive, and prone to errors and delays, which inevitably creates backlogs during peak or surge periods. Furthermore, business operations cannot expand without the addition of human resources, further exacerbating operating costs and lack of flexibility and scalability.
With cognitive machine learning capabilities, complex data is quickly consumed and interpreted, and sound judgments made by robots, who are instructed to respond to customer queries or complaints in an intelligent and highly personalized manner. The cognitive robots continually learn about new situations and content from human input, driving an enhanced customer experience, and reducing process time by approximately 95 percent. The combination of human intervention and cognitive technology ensures accuracy, accelerated speed, and continuous optimization of business processes, as well as growth and scalability.
Andrew Anderson, CEO of Celeton:
“We are thrilled to be
partnering with NICE to deliver innovative machine learning capabilities
that will help businesses achieve new levels of process efficiencies
that were currently out of reach. The powerful combination of Advanced
Process Automation and machine learning will most certainly help
companies deliver better customer service faster using precision, speed,
and personalization.”
Miki Migdal, president of the NICE Enterprise Product Group:
“Robotic
Process Automation has already made great strides globally by
significantly impacting business efficiencies and ROI. We have now
entered a new era of cognitive automation, and we are delighted to be at
the forefront of innovation as we boldly expand our machine learning
capabilities. The integration with Celaton not only addresses many of
the more complex and challenging business problems facing our customers
today, but also marks a significant contribution to the cognitive
automation arena.”
About Celaton
Celaton lead the way in the application of
machine learning to streamline processing of the plethora of content
that organisations receive from their customers, suppliers and employees
every day by email, post, paper, fax, social media and many other
electronic data streams. It enables many of the world’s largest brands
to deliver better service faster with fewer people. www.celaton.com
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.
