Advancements in AI technology led businesses to rethink their strategies when it comes to customer interaction. Traditionally, businesses waited to respond until something went wrong for a customer – because that’s when a sense of urgency arose. Today, businesses guide customers through a frictionless end-to-end customer journey and take proactive steps before an issue arises.
To enhance the customer journey by targeting areas for conversational AI and automation, NICE launched its FluenCX integrated suite of digital CX solutions. Conversational AI boosts operational efficiency 24/7 with virtual agents and collects information up front, eliminating blind transfers and empowering agents to deliver more personalized services.
Fueled by Enlighten XO to understand intent and act accurately in real-time, the FluenCX suite allows organizations to provide services beyond the contact center, meet customers where their journeys begin and surpass expectations by meeting customers at any touchpoint, anytime, anywhere.
FluenCX focuses on outcomes and data to enable smart, human-level and proactive self-service throughout the customer’s journey and help brands get smarter every interaction. This data-first approach targets important use cases, saves brands time, effort and money while increasing customer satisfaction and loyalty by targeting the areas of urgent need.
“FluenCX takes customer experience to the next level by delivering the best digital self-service and conversational AI experiences for any brand and is an integral part of CXi,” said Barry Cooper, president, CX Division, NICE. “By prioritizing the customer’s expectation for digital fluency, fueled by data, brands can seamlessly identify the best opportunities to improve automation and plug service gaps,” said Cooper.
The FluenCX suite, which integrates with any CX provider’s platform for a single cohesive experience, builds on NICE’s commitment to provide digital CX benefits, save companies money and improve customer satisfaction.
Edited by Erik Linask