NICE’s Virtual Assistant, NEVA, Boosts CX for Major Japanese Insurance Agency’s Emergency Helpdesk
25 Mai 2022 - 2:00PM
Business Wire
With NEVA, Japan’s Aioi Nissay Dowa Insurance
Co. Ltd saw substantial AHT reductions as agents were equipped to
deliver better service with greater efficiency and accuracy
NICE (Nasdaq: NICE) today announced that Aioi
Nissay Dowa Insurance Co. Ltd. of Japan has significantly increased
its operational efficiency, cut costs and reduced average handle
times at its emergency call center after implementing NICE Advanced
Process Automation (APA) solutions. NEVA, NICE’s virtual attendant,
is providing automated, real-time guidance to 1,000 frontline
agents, while advanced unattended robotic automations are
streamlining dozens of routine digital processes.
Aioi Nissay Dowa Insurance Co. Ltd. is part of MS&AD
Insurance Group Holdings, one of the largest corporations of its
kind in Japan. The company, which provides non-life insurance
products and support for customers across the globe, operates the
Anshin24 contact center as an emergency helpdesk for car accidents
and other urgent events. As most of the tasks that need to be
accomplished during these interactions are complex, Aioi Nissay
Dowa Insurance sought an automation solution to reduce the
dependence on time-consuming and error-prone manual activities
performed by agents.
“When NICE presented its APA solutions to us, we immediately
knew that they would provide us the value we were looking for,”
said Mr. Yasuto Ryujin, Group leader Business Reform Group,
Claims Administration Dept. at Aioi Nissay Dowa Insurance Co.
Ltd. “NEVA’s capabilities enable us to deliver better service
directly to our customers with greater efficiency, speed and
accuracy. Thanks to NEVA and NICE unattended robotic automation
technology, we are reducing both reputational risk and costs, and
the time and money we save is making it possible to reinvest in
other areas of our business.”
Powered by a data-driven intelligent decisioning engine, NICE’s
APA solutions help identify the processes that are the best
candidates for automation and guidance. This enables organizations
to optimize guidance processes and automation flows, measure
automated processes and identify areas for improvement.
“We are very pleased to be working 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 today are finding that releasing employees from
repetitive processes can lead to significant benefits, like those
Aioi Nissay Dowa Insurance has experienced, such as reduced handle
times and costs, improved SLAs and happier customers and
employees.”
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
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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. Rushworth, are based on
the current beliefs, expectations and assumptions of the management
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the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
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version on businesswire.com: https://www.businesswire.com/news/home/20220525005098/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, chris.irwin-dudek@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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