I used the software in conjunction with ServiceNow, a ticketing system. For example, the tickets contain user information and requests and then, NICE Robotic Automation software navigates relevant applications and extracts the necessary information. The majority of the information consists of statements from the user, which are then sent to the printer for a printout.

There are multiple processes involved in updating the tickets, such as extracting information onto an Excel sheet. These are the types of use cases for me.

By nature, I use automation everywhere, from business processes to governance and user support.

The most interesting project included 60 robotic processes worked by only four unattended agents, intelligently orchestrated by a specific process, which was also responsible for monitoring and managing the infrastructure, switching resources on or off as needed.

This approach has not only saved a lot of working time but also economically in managing the infrastructure.

We use unattended automation for the bulk of our contact center processes and our financial shared-service center. We don't have attended robots, although they're on our roadmap for the next three months.

We use it on-premise, currently, but we are moving, over the next two or three months, to Amazon AWS.

We use this solution for our customer representatives and also for robotic automation. We primarily use this NICE product for making automation processes. I'm the Chief Information Officer and we are customers of NICE. 

We use it for agent guidance. This is a system that pops up throughout the call and helps them guide the conversation with the customer and makes sure they say what they need to say, in terms of regulatory stuff. That's especially true when they're selling product. It is used all the time by all the agents who are on the phone.

We use the RTI software for other parts of the business as well. That's in development at the moment. We're working on the functionality to do things like auto notes or to mute the call when they're taking card details.

We used NICE for the back office. Our company has now integrated UiPath, and currently, we are using UiPath.

It is a kind of desktop automation. It is for user-initiated and very specific automation, almost like macros. We have its latest version.