IS INTEGRATED
AI RIGHT
FOR YOUR COMPANY’S CX?

Siloed, patched or otherwise out-of-date technology creates frustrating situations not only for customers but also employees. To ensure your organization’s spot as an industry leader, the time to integrate AI into CX is now.

NICE is a CX market leader—large service centers make up 83 percent of its revenue—because it identifies trends early and acts before competitors. It prepared for the cloud revolution by making key acquisitions early and then launching CXone, a complete cloud platform that manages interactions both inside contact centers and out. With years of experience working with Big Data, NICE is now prepared to do the same for the AI revolution with Enlighten.

Enlighten was designed by industry leaders for the CX market, making it fast, accurate and trustworthy. With CXone seamlessly integrated, Enlighten offers a complete view of a business. It works out of the box to provide instant results—and because it relies on a brand’s knowledge instead of generic data, it delivers effective CX that evolves with a business.

Virtual agents excel at straightforward tasks, such as resetting passwords or checking delivery statuses. But they are no match for humans when it comes to soft skills like empathizing with customers, defusing negative situations and reinforcing positive ones. With the help of virtual agents, customer service reps will be more efficient than ever, and NICE has created two features within Enlighten to address this fact: Autopilot and Copilot.

Enlighten Autopilot creates virtual agents that mimic the very best customer service representatives when completing routine tasks. They possess human-level comprehension, allowing them to not only understand like a person, but also respond like one. Designed to constantly iterate and improve, these agents can understand new information and return to previous conversations while incorporating new knowledge.

For interactions that require more of a human touch, there’s Enlighten Copilot, a centralized conversational AI assistance tool that grants human agents near superhuman powers. Copilot offers a 360 view of a customer’s history, intent and sentiment so that employees immediately know what they don’t know. After each call, Copilot writes an easy-to-digest summary and provides helpful follow-up info.

Enlighten’s Copilot for Supervisors allows managers to oversee all tasks from a single workspace, providing a bird’s-eye view of the CX ecosystem. By utilizing the latest trends in generative AI—NICE was the first in the CX market to adopt OpenAI’s ChatGPT—Copilot optimizes workflow, provides daily insights and devises actionable plans to achieve goals faster.

Copilot provides supervisors with more insightful information, empowering them to not only better coach employees but also step in on challenging calls. For example, if a customer is becoming agitated, Copilot will notify the manager, allowing them to begin monitoring the call and, if necessary, intervene. Currently, most contact centers use random sampling to gain insights about customer interactions; however, these tend to be shortsighted due to inadequate sampling. The result is supervisors only get a glimpse into select customer-agent interactions, and the process is often viewed as unfair by employees, according to a NICE survey of 400 call center leaders. Copilot corrects this issue easily by monitoring 100 percent of interactions.

Enlighten, when combined with NICE’s CXone, increases decision-making velocity tenfold by placing all tools in one place. Its Actions solution funnels vital information directly to desktops, so decision-makers have everything they need to evaluate CX tools, train employees and implement new systems.

And because Enlighten Actions is designed to align with business goals, decision-makers can trust that their organization’s objectives and CX are on the same page. Actions not only delivers data and in-depth analytics to leaders faster, but it also illuminates trends, inefficiencies and compliance gaps. It allows executives to know their contact centers inside and out, even when they’re not immersed in the day-to-day, ensuring the changes they make are informed and data-driven. Actions even recommends improvements—for example, a specific incentive or new workflow—giving back the time and resources it would have taken to analyze data and reach a verdict. The result is a better, faster experience from the top down.