4 examples of how AI creates a NiCE world making financial services customers happier

In today’s financial landscape, banks and other institutions aren’t just competing on rates or product offerings, they’re also competing on keeping customers satisfied and loyal. And at the heart of that satisfaction and loyalty is providing exceptional customer service.

Let’s face it, contacting a bank’s customer service department has rarely been considered a highlight of any customers day. Whether it's checking on a transaction, updating account information, or disputing a charge, the process can often feel clunky, slow, and even impersonal.

But here’s the good news: that’s rapidly changing.

Forward-thinking financial institutions are transforming the way they support their customers. They're making service faster, more intuitive, and more accessible. How? At the center of this transformation is a smarter, unified AI solution designed to help banks meet rising expectations while staying secure, scalable, and compliant. It’s service that’s streamlined, personalized, and built for the future.

The result? A better experience for customers, and less strain on service teams.

Let’s take a look at how financial service organizations are creating a NiCE world for everyone, including four real-life examples.

Why financial customer service can be tricky even with the best intentions

To be fair, we understand that financial service providers want to offer great service. You’re just being pulled in so many directions. Your customers expect personalized help whenever they need it. Whether they’re on the phone, in a chat window, or your mobile app, they want the right answers right away.

Yet, to provide those answers, you must also protect sensitive data, follow strict compliance rules, and coordinate across numerous systems and departments. You also need to serve a highly diverse customer base, ranging from individuals and families to small businesses and government clients, and each group has its own specific requirements.

On top of that, many of you are still using siloed legacy systems and outdated processes. They just aren’t designed to handle high-volume customer support. What you need is a unified AI solution built to elevate customer service and experiences.

So, what is that solution? NiCE CXone Mpower.

Meet CXone Mpower: Where personal customer service combines AI with human connections

Picture this: your customers reach out to your bank with a quick question. With no endless hold music, no bouncing between departments, they get just fast, helpful support that actually makes the process feel… pleasant.

That’s the kind of experience CXone Mpower is built to deliver.

Think of it as giving your customer service team a serious upgrade. CXone Mpower unifies your agents, workflows, and data into one smart, AI-powered platform. No clunky handoffs. No disconnected systems. Just customer service experiences that feel smooth and personal from start to finish.

And the magic behind it? AI that’s woven into the core, not just tacked on. It helps your team work smarter by keeping every customer interaction connected across every channel. That way, your agents can stay focused on what matters most: real, human connections.

Security that doesn’t slow down your ability to keep customers happy

As a financial services organization, you want to serve your customers the best way possible, but you also need to stay compliant. We know compliance isn’t optional. It’s essential. Regulations from organizations like the OCC, FDIC, and CFPB are there to protect both customers and institutions.

But let’s face it, compliance can sometimes feel like a roadblock to innovation and even customer satisfaction. That’s why CXone Mpower is built to keep you compliant by default.

Rules are automatically enforced across all channels, with every interaction tracked and recorded. Sensitive information is protected, and processes remain aligned with the latest state and federal regulations.

That means less micromanaging, more peace of mind for your customers and you.

CXone Mpower makes your service better by learning and improving over time

Great customer experiences don’t happen by accident. They’re built over time, with the right tools that learn and adapt.

CXone Mpower is an evolving platform that gets smarter every time you use it. By learning from every single interaction (automated or live), it helps your business continuously improve without extra effort.

The platform remembers what works, understands your goals, and adjusts in real time to deliver service that feels natural and human, even when it’s automated.

We call this “compounded intelligence.” It’s multiple layers of learning that builds on each other to drive better results, deeper context, and more consistent experiences.

Let’s take a look at a few real-world examples of how CXone Mpower transforms customer service.

#1. Joanna’s story: Smarter service from behind the scenes

Joanna leads customer experience operations at a major national bank. One morning, she logged into CXone Mpower and noticed an increase in the number of customers not finishing new online account applications.

By analyzing historical interactions for the New Account Enrollment workflow, CXone Mpower identified the issue. Customers were having to enter too much data into the enrollment form, which was causing drop-offs.

CXone Mpower automatically suggested two quick fixes:

1) Use CXone Mpower Autopilot to guide customers through the process step-by-step with conversational prompts.

2) Send friendly reminders to customers who didn’t complete their applications.

The system then built a Conversational AI flow using all the data on the platform, including conversational patterns and tasks used by the most effective human agents. This included exact phrases that will be used later in the Autopilot conversational AI prompts.

Joanna then customized a few details, like updating the reminder message and selecting the customer’s preferred communication channel instead of the default SMS. Next, she ran a predictive test. Data looked good, so she published the updated workflow for final approval.

The result? More customers completed applications, the number of agent support calls dropped, and Joanna was able to spend her valuable time designing more experiences for the bank’s customers.

#2. Haley’s story: Opening a bank account the easier way

Now let’s see the CXone Mpower workflows in action, starting with the newly optimized New Account Enrollment Workflow that we just learned about.

Haley is a new customer who decided to open a checking account with Money Bank. She figured it would be the usual drill of filling out a bunch of forms, uploading documents, and then waiting around for someone to get back to her. To her surprise and delight, that time it was different.

As soon as she opened the bank app and tapped “Enroll,” Autopilot jumped in to help with a warm welcome. Following the pre-programmed automated conversation flow, it guided her through uploading her ID and proof of address. Next, it instantly verified her documents, sent a review link, and captured her signature.

Finally, Autopilot pushed Haley’s enrollment data to all the necessary systems, including Money Bank’s CRM and digital banking system, ensuring data accuracy across all platforms. This process included a summary of the modified course of action and an update to Haley’s overall account and service history.

In just minutes, Haley was done. No hold music. No paperwork. No stress. That’s the NiCE difference.

For the bank, that simpler process meant more completed applications, fewer manual tasks, and happier new customers.

#3. Paul’s story: Handling fraud the quicker and less stressful way

Next, let’s look at a slightly more complicated situation where things don’t quite go to plan.

Paul instantly felt anxious when he received a fraud alert on his credit card. He quickly opened his bank app, confirmed the charge wasn’t his, and started the cancellation process. Thankfully, Autopilot stepped in immediately to guide him through.

With Paul’s permission, it automatically cancelled the card and began the process for a replacement card. Next, it flagged any recurring charges tied to the old card. Concerned about those charges, Paul asked to speak to a live agent.

Autopilot connected him with Megan, who was fully looped into the interaction thanks to CXone Mpower Copilot for Agents. Copilot also gave Megan some smart suggestions on what to say next. Then it launched the Task Assistant to handle the remaining recurring payments on Paul’s canceled card.

Finally, it offered Paul a virtual card so he could keep making purchases until his new card arrived. Together, Megan and Copilot wrapped up the call with confidence and Paul walked away feeling seen and fully supported.

Copilot then created an interaction summary and uploaded it into the bank’s core and CRM systems. That data then updated the knowledge base and conversational flows for future interactions.

#4. MoneyGram’s story: Helping the helpers reduce abandonment rates

Global financial services brand MoneyGram had a challenge. After it launched a new site for its loyalty program, customers started having issues uploading required government ID documentation. This led to high abandonment rates and a flood of customers asking to talk to live agents.

The company’s digital team was focusing on other projects and couldn’t help. To avoid months of delays and the impact on revenue, loyalty, and call volume, MoneyGram turned to CXone Mpower Guide from NiCE. This reliable tool delivers real-time, contextual help just when customers need it most.

MoneyGram’s product and marketing teams worked quickly to design and implement new help modules. Initial deployment took just one week. Guide’s design tools made it easy to create timely step-by-step guides that keep pace with the consumer’s journey on the new web experience.

Now, when someone is asked to upload their ID, they get helpful prompts in their preferred language, and even timely nudges to finish the process. It’s smoother, faster, and less stressful.

For MoneyGram, it means fewer calls, better conversion rates, and more flexibility to make changes on their own without waiting on IT. It’s a win for customers and the MoneyGram team.

Ready to make customer service feel more connected, more seamless, and... more NiCE?

Customer service in banking doesn't have to be complicated, or stressful. With the right solution, it can be proactive, efficient, personal, human, and even delightful.

At the end of the day, it’s not just about technology. It’s about creating meaningful customer experiences where you empower your people to bring compassion and heart.

Let CXone Mpower help you deliver the kind of service your customers remember because they feel valued, and your team feels fully supported.

Ready to build a better experience? Discover how you can create a NiCE world where financial service just works, for everyone.

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