While the human brain is an amazingly complex organism, it sometimes needs a little help, particularly in the complex environment of customer support. Increasingly, AI is being built into the contact center process to help agents and executives make better choices to improve the customer relationship.
Enlighten AI is NICE’s comprehensive AI and machine learning framework for customer engagement, and it’s the only framework of its type in the contact center industry, according to the Israel-based company. Enlighten is built into several NICE CXone apps, providing a complete and objective analysis of every interaction. Recently, NICE announced the launch of three new solutions as part of Enlighten. It will combine the latest generative AI technology and CXone’s array of customer experience (CX) data to revolutionize the way AI is empowering CX stakeholders to better engage, predict and take actions to improve agent empowerment, consumer experiences, and operational excellence. The three new Enlighten solutions include Enlighten Copilot for employees, Enlighten Autopilot for consumers and Enlighten Actions for CX leaders.
Enlighten Actions for CX leaders now offers Enlighten Copilot, which provides agents with a by-their-side conversational AI experience, acting as an empowerment booster, producing accurate, informed, brand-specific, prompts and smarter guided interactions. 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. Finally, Enlighten Actions was created to deepen CX leaders' understanding of their operations and enable them to act by combining Enlighten's specialized AI models for CX, the latest Generative AI technology, and industry benchmarks. The latter feature pinpoints optimal areas for automation and leverages CXone’s suite of advanced applications to carry out the associated activity.
“NICE is committed to helping organizations with today’s growing need for decision velocity and the creation of personalization at scale,” said 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.”
Edited by
Greg Tavarez
