NEVA’s innovative AI models enable a new offering that proactively identifies events with potential for risk breaches in real time, guides agents, and presents them with compliance-enabling data
NICE has announced the availability of NEVA (NICE Employee Virtual Attendant) for Collection Adherence, a specialized offering to help contact centers comply with the communication aspects of the new Fair Debt Collection Practices Act in the United States. Based on NEVA’s unique artificial intelligence models, the solution recognizes in real time events with potential behavior that could lead to non-compliance and intervenes proactively by presenting agents with reminders and scripts or sending alerts to supervisors in the event of a risk of violation. For more information, click here.
The U.S. Consumer Financial Protection Bureau issued a final rule effective November 30, 2021, to reaffirm and clarify prohibitions on harassment and abuse, false or misleading representations, and unfair practices by debt collectors during collection of consumer debts. By focusing on debt collection communications, the rule gives consumers more control over how often and by what means debt collectors can communicate with them about their debts. The rule also clarifies how the protections of the Fair Debt Collection Practices Act (FDCPA), which was passed in 1977, apply to new communication technologies, such as email and texting.
NEVA for Collection Adherence supports compliance in several scenarios addressed under the new regulations:
– Anti-harassment compliance: Residing on the agent’s desktop, NEVA tracks agent activities and interactions. Upon identifying a potential heated exchange or similar event, NEVA proactively reminds agents of the need to comply with new regulations and simultaneously sends an alert of a potential risk of breach. Phone call logs are also kept automatically, providing compliance/non-compliance evidence.
– Compliance with prescribed debts: NEVA automatically calculates whether the limitation period for a particular debt has expired in real time. If a law is still in effect, NEVA notifies agents of the inability to mention legal action and provides alternate scripts to direct the conversation to safer areas.
– Voicemail: NEVA recognizes that a call has reached voicemail, can automatically collect data from it and update various internal systems.
“Aligning regulations with the digital age is critically important to maintaining fair treatment of consumers,”
“We are excited to be among the first to bring innovative robotic automation to help organizations comply with new regulations.”
With 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.
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