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Frequently Asked Questions
The world’s best brands trust NiCE to power 15B+ interactions a year
AI for every CX touchpoint
Make interactions feel real, not robotic, in any channel—even self-service. With AI-driven CX insights,
your team can work efficiently and thoughtfully
to give customers the right experience every time.
Enlighten AI, embedded across the CXone Mpower platform, uses AI-driven CX insights to automate the entire customer journey across 100% of interactions in every channel. It ensures each customer receives fast, personalized service by dynamically routing interactions, supporting agents during conversations, and continuously learning from each engagement.
AI orchestration on the CXone Mpower platform brings together the strengths of NiCE’s CX-specific models with the general knowledge of LLMs to deliver the most effective automation for each task. This makes the platform’s automations more precise, scalable, and in context for everything from simple queries to complex workflows.
With intuitive editors and access to Enlighten AI, third-party LLMs, and BYO models, businesses can tailor the platform’s AI behavior to fit their processes, compliance needs, and customer expectations. It’s low-code, so there’s no deep technical expertise needed.
With the CXone Mpower platform, you can use AI to drive smart interaction routing, boost workforce forecasting efficiency, generate evaluation forms, and get real-time automated CX analysis. You’ll increase efficiency, reduce costs, and deliver consistent service quality—all while giving teams time for more complex customer interactions.
CXone Mpower Experience Optimization (XO) taps into the industry's largest dataset of historical CX conversations to find high-ROI ways to automate processes. It then analyzes voice and text interactions to find common customer questions and issues and examines the behavior of your best agents. Finally, it creates scalable self-service workflows that satisfy customers and free up your team for bigger issues.
Definitely. The platform includes pre-built, proven workflows based on billions of CX interactions, so you can get started fast. These workflows are designed to solve real-world challenges, so you can see an immediate impact in your self-service and assisted service channels.
Enlighten AI models remember what they learn and are always adapting. They learn from every interaction in real time and improve predictions, recommendations, and decisions to keep up with changing customer behaviors and business goals.
AI is your wingman
Streamline experiences for customers and agents with AI built to predict what comes next, lend a hand, and do it all in the right context, every time.
Resolve interactions quickly
Deliver the answers your customers need faster with help from AI-powered workflows built on billions of real-life CX conversations.
Get better guidance over time
Work with customer interaction analytics that get smarter every day and AI that remembers,learns and adapts in real time.
Take the shortest path to value
See exponential ROI with automated CX analysis from a scalable platform built to bring you real savings quickly.
