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New NICE Offering Uses AI to Provide Real-Time Guidance for Customer Service Agents
NICE has unveiled a new AI-powered solution designed to provide guidance to customer service agents. The Real-time Interaction Guidance offering, powered by NICE's ENLIGHTEN AI platform, uses predictive behavioral models to offer real-time interaction guidance.
The solution analyzes and scores unique customer service agent behaviors that are linked to customer satisfaction and positive outcomes. This offers on objective view of all agents' behavioral performance, while also providing real-time guidance personalized for each agent. The solution also offers post-interaction evaluations for agents and managers.
At the core of the new offering is the NICE ENLIGHTEN platform, which has analyzed billions of interactions from some of the largest businesses on the planet. The platform is available out-of-the-box, and is capable of identifying both complaints and sales opportunities while also detecting fraud. It can also measure churn and flight risk by analyzing the behavior patterns of both customers and agents.
"By harnessing the power of NICE’s AI platform, ENLIGHTEN, we are transforming the way service organizations are delivering on their customer experience promises," said Barry Cooper, president of NICE Enterprise Group. "With a first-of-its-kind capability, ENLIGHTEN uses predictive behavioral models to directly influence customer satisfaction. Helping organizations and their employees in the moment enables employees to make the right decisions and drive the desired outcomes.”
ENLIGHTEN provides deep understanding of behavioral patterns and is designed to eliminate subjectivity and human errors. It also offers quick identification and resolution of issues, enabling contact center managers to reinforce behaviors that improve NPS and CSAT benchmarks for all interactions.
ENLIGHTEN is also part of NICE's CXone platform, which provides AI for all parts of the customer engagement process. This includes predictive behavioral routing, fraud detection, complaint management, agent coaching and sales effectiveness.
Edited by Maurice Nagle
