According to NICE, Legal & General is a prime example of the future of customer service, where both the robotic and human workforces combine to “maximise operational efficiencies and deliver on an excellent customer experience”.
John O’Hara, president, NICE EMEA, says: “Legal & General is investing in the workplace of tomorrow by integrating human talent with robotic intelligence.”
In terms of the details, NICE reckons RPA speeds up call resolution times. Furthermore, with the assistance of a virtual robotic workforce, Legal & General’s customer service consultants are able to update multiple policies simultaneously.
With a touch of reassurance to the humans out there, NICE adds that “most importantly, highly skilled and experienced advisors now have more capacity to use their skills to focus on adding greater value to each and every customer interaction”.
For example, process changes, stemming from employee feedback, can be made in a “matter of minutes”.
NICE states that over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, are using its solutions.