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. »
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