NICE’s Virtual Assistant, NEVA, Boosts CX for Major Japanese Insurance Agency’s Emergency Helpdesk

By Business Wire On May 26, 2022

With NEVA, Japan’s Aioi Nissay Dowa Insurance Co. Ltd saw substantial AHT reductions as agents were equipped to deliver better service with greater efficiency and accuracy

NICE announced that Aioi Nissay Dowa Insurance Co. Ltd. of Japan has significantly increased its operational efficiency, cut costs and reduced average handle times at its emergency call center after implementing NICE Advanced Process Automation (APA) solutions. NEVA, NICE’s virtual attendant, is providing automated, real-time guidance to 1,000 frontline agents, while advanced unattended robotic automations are streamlining dozens of routine digital processes.

“Many organizations today are finding that releasing employees from repetitive processes can lead to significant benefits, like those Aioi Nissay Dowa Insurance has experienced, such as reduced handle times and costs, improved SLAs and happier customers and employees.”

Aioi Nissay Dowa Insurance Co. Ltd. is part of MS&AD Insurance Group Holdings, one of the largest corporations of its kind in Japan. The company, which provides non-life insurance products and support for customers across the globe, operates the Anshin24 contact center as an emergency helpdesk for car accidents and other urgent events. As most of the tasks that need to be accomplished during these interactions are complex, Aioi Nissay Dowa Insurance sought an automation solution to reduce the dependence on time-consuming and error-prone manual activities performed by agents.

“When NICE presented its APA solutions to us, we immediately knew that they would provide us the value we were looking for,” said Mr. Yasuto Ryujin, Group leader Business Reform Group, Claims Administration Dept. at Aioi Nissay Dowa Insurance Co. Ltd. “NEVA’s capabilities enable us to deliver better service directly to our customers with greater efficiency, speed and accuracy. Thanks to NEVA and NICE unattended robotic automation technology, we are reducing both reputational risk and costs, and the time and money we save is making it possible to reinvest in other areas of our business.”

Powered by a data-driven intelligent decisioning engine, NICE’s APA solutions help identify the processes that are the best candidates for automation and guidance. This enables organizations to optimize guidance processes and automation flows, measure automated processes and identify areas for improvement.

“We are very pleased to be working 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 today are finding that releasing employees from repetitive processes can lead to significant benefits, like those Aioi Nissay Dowa Insurance has experienced, such as reduced handle times and costs, improved SLAs and happier customers and employees.”