Thursday, August 11 2022

With NEVA, Japanese company Aioi Nissay Dowa Insurance Co. Ltd saw substantial reductions in AHT as agents were equipped to provide better service with greater efficiency and accuracy.

HOBOKEN, NJ, May 25, 2022–(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 enable us to provide better service directly to our customers with greater efficiency, speed and accuracy. Using NEVA and NICE unattended robotic automation technology, we are both reducing the risk of reputation and costs, and the time and money we save make it possible to reinvest in other areas of our business.”

Powered by an intelligent data-driven decision engine, NICE’s APA solutions help identify processes that 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.

Note on the mark: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other brands are trademarks of their respective owners. For a complete list of NICE trademarks, please visit:

Forward-looking statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. These forward-looking statements, including Mr. Rushworth’s statements, are based on management’s current beliefs, expectations and assumptions. . of NICE Ltd. (the society”). In some cases, these forward-looking statements may be identified by words such as “believe”, “expect”, “seek”, “may”, “will”, “intend”, “should”, “project”, “anticipate”, “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 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; performance success of the Company’s growth strategy; the 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; the inability to develop and introduce th n timely release of 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 agreements; the Company’s dependence on third-party cloud computing platform providers, hosting facilities and service partners; cybersecurity attacks or other security breaches against the Company; the effect of newly enacted or amended laws, regulations or standards on the Company and our products; and various other factors and uncertainties discussed in our filings with the United States Securities and Exchange Commission (the “SEC”). For a more detailed description of the risk factors and uncertainties affecting the Company, see the Company’s reports filed from time to time with the SEC, 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.

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Corporate media contact
Christopher Irwin-Dudek, +1 201 561 4442, [email protected], ET

Marty Cohen, +1 551 256 5354, [email protected], ET
Omri Arens, +972 3 763 0127, [email protected], CET


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