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NICE inContact infuses AI into contact centre offering

18 Mar 2021

NICE inContact has infused artificial intelligence into its new CXone contact centre, as well as real-time guidance for agents and self-service capabilities.

The company’s CEO, Paul Jarman, says there are four pillars that help to build customer relationships that last: AI, agent empowerment, digital engagement, and self service. This is what the company used to improve its products.

According to NICE inContact, the AI models are able to help guide agents at the point-of-service, boosting customer satisfaction in real time.

The AI-driven agent assistance guidance uses NICE Enlighten AI to advise agents that could boost customer satisfaction. Enlighten AI is an AI framework for customer engagement with out-of-the-box, customer experience-specific models pre-trained on billions of real-life consumer interactions. 

Furthermore, the AI claims to  elevates the performance of hard-to-train soft-skills like active listening by using Enlighten, 

CXone Real-Time Interaction Guidance instantly scores agent behaviours that influence customer sentiment and guides agents on the most impactful soft-skill actions.

According to the company, CXone is enabling organisations to add custom apps and APIs as digital channels and is offering a new ‘no-code’ integration framework to ‘bring your own’ virtual agents from Google and others. These can appear as if they are native within CXone.

New features in CXone Workforce Engagement provide agents with anytime, anywhere mobile scheduling and streamlined coaching efforts.

The platform includes new omnichannel and digital capabilities for Salesforce. Contact centres can now connect with their customers through more CXone-powered digital channels inside Salesforce including WhatsApp, Instagram, Facebook Messenger, and Twitter. 

These features complement CXone’s existing embedded Workforce Engagement capabilities and advanced routing with omnichannel digital to voice elevation.
Real-time monitoring for digital channels gives supervisors the ability to provide providing better coaching and feedback opportunities for both remote and in-office agents.

A new cross-platform feature monitors workforce management forecasts and automatically identifies and schedules agents for coaching sessions as part of the quality management process. 

In CXone Virtual Agent Hub, organisations can integrate pre-built third-party AI chatbots and voice bots, such as Google Dialogflow.

Organisations can increase containment and reduce customer effort with CXone Self-Service Analytics using key Interactive Voice Response (IVR) insights to identify patterns that impact call containment, such as call drop offs and frequent agent transfers so contact centre leaders can quickly uncover issues and make improvements.

Finally, The new CXone Engagement Manager mobile application improves staffing visibility and flexibility by providing agents with instant access to view schedules, trade shifts and get proactive schedule change notifications.

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