Call Center Software Frequently Asked Questions (FAQ)
Product FAQs
What is Automation Finder?
Automation Finder is a NiCE solution that intelligently identifies processes within customer service and back-office operations that can be automated for greater efficiency and improved customer outcomes. By analyzing workflows and interaction data, it pinpoints repetitive, time-consuming tasks that slow down service and increase agent effort, then highlights where automation can deliver the most impact.
This AI-powered tool helps businesses streamline operations, reduce costs, and free up agents to focus on high-value, customer-facing work.
How does Automation Finder work?
Automation Finder uses AI and advanced analytics to scan and analyze large volumes of interaction and workflow data. It then:
Identifies repetitive tasks, such as data entry or post-call documentation, that can be automated.
Prioritizes opportunities, ranking automation candidates based on potential time savings and ROI.
Integrates insights directly, allowing leaders to act quickly and deploy automation where it matters most.
Continuously monitors, updating recommendations as processes evolve and customer needs change.
This data-driven approach ensures that automation efforts are targeted, effective, and aligned with business goals.
Why is Automation Finder important?
Automation Finder takes the guesswork out of automation strategy. Instead of manually reviewing workflows or guessing which processes to automate, businesses get clear, AI-backed recommendations. This accelerates the path to value while avoiding wasted investment on low-impact initiatives.
By optimizing routine tasks, businesses can:
Reduce agent workload and burnout.
Speed up service resolution times.
Improve accuracy and reduce errors.
Enhance overall operational efficiency.
How does it improve customer experience?
When agents spend less time on manual processes, they can focus on delivering better service. Automation Finder ensures that customers get faster resolutions, more consistent experiences, and smoother interactions. It directly links back-office efficiency to front-line service quality.
How does this create a NiCE world?
In a NiCE world, agents are supported by automation, not buried in manual tasks. Automation Finder makes this possible by intelligently uncovering the best opportunities to reduce effort and increase efficiency, creating more time for meaningful, human-centered service.
Create an efficient world, where automation drives smarter service and better results.
See how it works in action
Want to see how Automation Finder identifies high-value automation opportunities?
