2022 Speech Industry Award Winner: NICE Powers Contact Centers with AI

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When it comes to cloud contact center solutions, one could easily make the case that NICE CXone is among the leading integrated platforms in the industry. And in the past year, NICE really boosted performance and functionality with a slew of artificial intelligence-based capabilities powered by its Enlighten AI engine.

An example is the new Enlighten XO, which automatically generates insights from human conversations to build smart self-service with advanced AI. Enlighten XO analyzes 100 percent of interactions from any voice or text platform to discover opportunities for automation. Purpose-built AI models identify customer intents, training phrases, and problem-solving activities.

The Israeli company, which was founded in 1986, also recently launched CXone SmartAssist, powered by Amelia’s conversational artificial intelligence solution for customer service. This product pairs NICE CXone’s advanced analytical and digital capabilities and NICE Enlighten AI with Amelia’s conversational AI so organizations can build and deploy intelligent self-service.

Scott Kohn, chief channel officer of Amelia, called CXone SmartAssist “a significant differentiator for any business.”

Also new to NICE this year is Customer Experience Interactions (CXi), a framework delivered through a unified suite of applications on the CXone platform. CXi empowers organizations to meet customers wherever their journeys begin, enables resolution through AI and data-driven self-service, and prepares agents to resolve customer issues. CXi combines cloud contact center, workforce optimization, speech and text analytics, artificial intelligence, and digital self-service. It includes full journey orchestration solutions that connect and route customers across their entire journeys, combining digital channels, voice, and agent-assist; smart self-service capabilities that enable organizations to build intelligent automated conversations based on what customers want and how they express it; and complete performance solutions based on NICE’s suite of workforce optimization, analytics, and voice-of-the-customer solutions to help understand, analyze, and improve journeys. And, based on conversation data, Enlighten AI provides specific predictions, decisions, and actions for a variety of use cases, from forecasting to agent soft-skills training and predicting customer satisfaction outcomes.

NICE also this year introduced Enlighten AI for Complaint Management, which automatically identifies and categorizes consumer complaints and automates the remediation process. Based on NICE’s AI framework, the solution analyzes 100 percent of interactions across all communication channels and operationalizes root-cause insights to protect organizations from reputational and compliance risks. NICE Enlighten AI for Complaint Management also serves as an early warning system, notifying companies of the potential risk of regulatory action.

The solution offers desktop alerts with real-time next-best-action guidance to help agents avoid or mitigate consumer complaints during interactions. Customizable dashboards and reports provide a clear view of complaint status, customer satisfaction metrics, interaction trends, and contact drivers.

And finally, NICE capped off a very productive year by partnering with Google Cloud, integrating CXone with Google Cloud Contact Center Artificial Intelligence (CCAI), enabling intelligent natural language capabilities across the customer journey, including self-service bots and agent-facing virtual assistants. CXone Virtual Agent Hub allows businesses to expand their customer self-service capabilities with conversational bots for voice and chat that leverage Google Cloud’s Contact Center AI. Now, businesses can integrate Google Cloud Dialogflow self-service bots without coding while retaining full control of the customer experience.

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