NICE has announced the launch of three new solutions as part of Enlighten, the trusted AI for business, purpose-built for the customer service environment.
NICE is combining the latest generative AI technology and CXone's vast array of CX data to revolutionise the way AI is empowering CX stakeholders to better engage, predict and take actions to improve agent empowerment, consumer experiences, and operational excellence.
NICE is the first to introduce an enterprise-grade AI for business, based on domain-specific business cases, with humanised conversations with the highest level of security guardrails ensuring responses are aligned with brand needs and goals. Underlying Enlighten's solutions are NICE's data and domain-trained models derived from all types of interactions and CXone's CX applications and workflows.
With the launch, NICE is announcing three new Enlighten solutions: Enlighten Copilot for employees, Enlighten Autopilot for consumers and Enlighten Actions for CX leaders.
Enlighten Copilot offers customer service employees a by-their-side conversational AI experience, acting as an empowerment booster, producing accurate, informed, brand-specific, prompts. Enlighten Copilot promotes smarter guided interactions, AI-driven personalised coaching and offloading of repetitive tasks, leading to better agent and customer experiences.
Enlighten Autopilot offers a new conversational AI approach to engage consumers based on trusted company knowledge while aligning each response with brand and business goals. When consumers interact with Enlighten Autopilot, it acts as the brand's best employee, creating fully personalised experiences.
Enlighten Actions revolutionises CX leaders' understanding of their operations and enables them to take action by combining Enlighten's highly specialised AI models for CX, the latest generative AI technology, and industry benchmarks. Enlighten Actions proactively pinpoints optimal areas for automation and leverages CXone's suite of advanced applications to carry out the associated activity.
"NICE is committed to helping organisations with today's growing need for decision velocity and the creation of personalisation at scale," says Barry Cooper, President, CX Division.
"NICE is writing the next page in CX innovation by bringing the benefits of AI in a trusted, enterprise-grade manner to empower human-friendly conversations that create exceptional experiences for consumers, employees and executives."
Earlier this year, Gartner named NICE a Customer's Choice in the 2023 Peer Insights Voice of the Customer for Contact Centre as a Service.
This accolade acknowledges vendors in this market based on feedback and ratings from verified end-users.
NICE received the highest overall rating of 4.6 out of 5, based on 104 reviews, with 90% of customers saying that they would recommend NICE.
Further, the customer experience leader received a 4.6 out of 5 rating for CXone product capabilities and deployment experience and 4.5 out of 5 for sales experience and support experience from customers.
NICE's CXone offering intelligently meets customers at whatever point their journey starts, providing a single, unified cloud platform for every customer experience interaction (CXi).