81 AI is being used to free up customer service agents from repetitive, monotonous tasks automation and personalised customer experiences across nearly all features of the platform. Unlike other platforms that rely on third-party AI solutions, NICE CXone’s native AI draws from a vast, rich history of customer interactions, large language models and robust natural language understanding, allowing it to generate more accurate insights, optimise agent performance and predict customer needs with remarkable precision.” Mistretta highlights call summaries, which are either entered into customer relationship management systems or sent to quality managers by agents after a call, as one example of the kind of task CXone can take off the hands of agents. “These summaries are time consuming and can be biased by human entry,” he says. “At NICE, we provide a turnkey generative AI-powered AutoSummary using Enlighten. This removes bias, allows agents to quickly move to the next interaction and significantly reduces post-call work while also improving accuracy. At scale, it is easy to see how this one individual ‘flavour’ of automation can make a significant improvement in any contact centre – and that’s just one of many examples.” Beyond freeing up their time through automation, AI is also helping agents become more effective in responding to a customer enquiry by helping them to develop soft skills and knowledge. “AI is able to actively listen to interactions as they occur and provide recommendations for an agent to stop interrupting the customer, or express empathy when it detects customer angst or frustration,” says Mistretta. “It can also serve up the knowledge agents need during an ongoing interaction. This eliminates the need to hunt for answers or transfer the customer to different groups and brings efficiency to effectively resolving interactions. It also empowers agents and significantly increases their confidence in their ability to help customers.” The range of uses for AI in CX is set to grow even further in the future, and Mistretta is confident that NICE will be at the forefront of this innovation. “With CXone and its deep integration of AI, backed by extensive data and marketleading investment and execution, NICE is empowering businesses to deliver more efficient, consistent and proactive customer services,” he says. Photo: Adobe Stock/Tom Merton
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