Customer experience traditionally involved a direct interaction between a customer service representative and customer in the business building. Things are different now as customers expect faster resolutions through various channels.
It comes down to the company grabbing data from those channels to refine customer experiences – effectively using AI, machine learning, predictive analytics and automation. An example is AI identifying customer intents more effectively than humans alone. With this data, personalization, self-service journeys and self-service workflows are improved, making business operations more efficient.
NICE, known for its innovation and comprehensive end-to-end CX approach, embeds digital entry points, journey orchestration, smart self-service, prepared agents and complete performance suite with its CX analytics, AI and domain expertise.
To expand on AI and analytics with AI services, NICE’s new solution, ElevateAI, brings the power of Enlighten AI, its purpose-built CX AI, to the developer community. Some background on Enlighten AI is that it automatically measures agent behaviors that impact customer sentiment, proactively hones agent service and sales skills in real time and identifies and manages complaints effortlessly.
“The data-driven, AI future is already here, with organizations heavily prioritizing their investments in this direction,” said Barry Cooper, president, CX Division, NICE. “We are very pleased to announce the release of ElevateAI, enabling organizations to benefit from NICE’s leading Enlighten AI models within their own developed software.”
ElevateAI gives the industry a different approach when it comes to gaining customer insights across audio, transcripts and chats to build smart CX applications. Through an API, organizations better understand the voice of their customers with automated speech recognition technology trained on billions of interactions.
Pre-built CX AI models are developed with 20 years of research and provide the ability to understand sentiment and behavior on a massive scale. An open and flexible architecture supports easy integration with any existing technology stack while powering limitless innovation.
With ElevateAI, the creator community uses AI to define a new standard for CX development by tapping into NICE’s AI with developer-friendly APIs, instant sign-up capabilities and affordable consumption-based pricing.
Edited by Greg Tavarez