Product FAQs
What is Automation Finder and how does it identify automation opportunities?
Automation Finder is NiCE’s AI-powered solution designed to uncover and prioritize automation opportunities across customer experience operations. It analyzes agent workflows and interaction data to pinpoint repetitive, time-consuming tasks that can be automated, reducing manual effort and improving operational efficiency. By leveraging these insights, businesses can free agents to focus on high-value customer interactions and deliver faster, more consistent service.
How does Automation Finder work?
Automation Finder continuously monitors agent activity and interaction patterns to identify automation candidates. It evaluates tasks based on frequency, time spent, and potential impact, then delivers actionable recommendations ranked by ROI and effort-to-implement. This ensures automation strategies focus on the most valuable improvements without wasting resources on low-impact changes.What are examples of tasks identified by Automation Finder?
Automation Finder highlights common repetitive tasks ideal for automation, including:- Post-call documentation and note-taking
- Customer data entry and account updates
- Routine status checks or confirmations
- Multi-system lookups and information retrieval
How does this improve customer experience?
By streamlining repetitive processes, Automation Finder helps agents stay focused on resolving complex issues and providing personalized service. This leads to:- Faster response and resolution times
- Fewer manual errors and greater accuracy
- Improved agent productivity and satisfaction
- More seamless customer interactions