Case Study: HelpLine achieves 82% faster processing and 100% SLA success with NICE Systems' NEVA Assist & Unattended Automation

Robotic Automation Free Agents to Provide Customer Service

Helpline, part of the Istituto Centrale Delle Banche Popolari Italiane (ICBPI) group, is an Italian financial-services BPO that supports card issuers, merchants and bank branches with a 450‑agent contact center operation. Facing high manual workload in fraud investigation—time‑consuming data entry and wrap‑up tasks that threatened SLA compliance—Helpline needed to boost operational efficiency and back‑office productivity so agents could focus on customer care and accurate case analysis.

Helpline deployed NICE Robotic Automation with NEVA Assist (attended) to give agents real‑time guidance during investigations and NEVA Unattended to automate repetitive wrap‑up and documentation tasks. The result: an 82% improvement in process handle time, 8,000 alerts handled per month with over 99% accuracy, eight active virtual robots, and a 100% SLA success rate—freeing agents to spend more time on value‑added customer interactions.

HelpLine

Francesco Andreani

Contact Center Manaeger