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Frequently Asked Questions
The world’s best brands trust NiCE to power 15B+ interactions a year
Wisdom that works
Your data is your greatest asset — revealing what works and making it work better for everyone.
XO turns your existing conversations into a goldmine of insights.
It analyzes voice and text interactions using AI purpose-built for customer experience, uncovering exactly what customers are asking for and how your best agents solve their problems.
The magic happens when XO transforms these insights into action — identifying your biggest opportunities, mapping the ideal resolution paths, and turning them into self-service flows that mirror your top-performing agents.
The result? Digital experiences that actually resolve issues, creating better outcomes for customers and your business.
Create a world where self-service continuously improves:
Your data becomes your competitive advantage as XO learns from every conversation across voice and text channels. Its purpose-built AI discovers what customers truly want, how your best agents help them, and which opportunities deliver the most value.
Instead of guessing what might work, you’ll build self-service based on proven approaches that already succeed with your customers. This means higher containment rates, more digital resolutions, and experiences that feel remarkably human — because they’re modeled on your most successful human interactions.
Your data refresh schedule is completely flexible and set during deployment to match your specific needs.
Some businesses prefer weekly updates to capture emerging trends quickly, while others choose monthly reviews that align with their improvement cycles. Whatever cadence works for your operation, XO can adapt — working within the technical limits of your data sources.
The most important thing is establishing a rhythm that gives you fresh insights without overwhelming your team’s ability to act on them.
Three things set XO apart in the crowded AI landscape:
First, it learns from all your conversations across every channel — not just isolated interactions or single touchpoints.
Second, it comes with the industry’s largest collection of ready-to-use customer intents specifically built for customer experience, giving you a head start even before analyzing your own data.
Third, it delivers immediate value by prioritizing opportunities by ROI and allowing codeless integration with CXone Mpower Autopilot — turning insights into working self-service without technical complexity.
Together, these capabilities create a seamless path from understanding to action that other solutions simply can’t match.
You don't need data scientists or programmers. XO was designed for customer experience professionals, requiring only:
The interface guides you through the process, making it accessible for team members who understand your business but don’t have specialized technical skills. This enables front-line CX leaders to drive improvements without waiting for IT resources or specialized support.
By continuously learning from all voice and text conversations, XO’s purpose-built AI for self-service discovers customer intents, utterances, agent workflows, and the top ROI opportunities so businesses can quickly build self-service that resolves more interactions in digital channels.
Ingest timeframes are defined in the DEF workflow and set at deployment time. These timeframes can be as often as is desired to meet the customer’s needs, within the limits supported by the data source(s).
XO’s key differentiators in the conversational AI space are its ability to use AI to learn from conversational data across all channels, combined with the largest multi-industry collection of out-of-the-box intents purpose-built for CX, prioritization of top automation opportunities by ROI, and codeless integration of intents, utterances, and optimal agent workflows into CXone Mpower Autopilot.
Our predictive customer service transforms complicated processes into guided conversations that actually get completed — across industries.
Healthcare: Ensure patients arrive fully prepared for appointments with all prerequisites completed.
Financial services: Guide applicants smoothly through complex loan applications and renewals without frustration.
Education: Help students navigate financial aid processes before deadlines approach.
Utilities and telecoms: Assist customers in settling bills early — avoiding penalties and service interruptions.
Government: Simplify benefit certification and application processes.
Whatever your industry, proactive support reaches out first to guide customers through the journeys that matter most to your business.
Most systems wait for customers to reach out or send notifications hoping they’ll log in somewhere. Our AI-driven engagement takes the first step:
We start with your business goal — whether that’s completing applications, preparing for appointments, or ensuring timely payments — and actively guide each person through every milestone.
The real difference is how we connect all stakeholders automatically. Instead of sending reminders and hoping for action, we handle transactions directly on customers’ behalf.
Unlike typical automated systems that forget everything after 24 hours, our solution maintains conversations across days, weeks, or years — remembering context throughout.
Most importantly, this isn’t experimental technology. We’ve successfully automated hundreds of millions of customer journeys for leading organizations across every industry.
The benefits appear in three key areas:
For your operations: Watch your team handle more meaningful work as repetitive tasks like appointment scheduling, data collection, and application processing happen automatically.
Your contact centers receive fewer routine calls, freeing agents for higher-value conversations.
For your bottom line: Reduce costs as predictive customer service ensures nothing falls through the cracks. Fewer missed appointments, complete paperwork on the first try, and streamlined processes translate to significant savings.
For your customers: Replace frustrating wait times with conversations that find them at the right moment. This reduction in effort creates experiences people appreciate, leading to less churn, more loyalty, and greater lifetime value.
Not at all. While there are efficiency gains, our solution actually does things human agents simply can’t do at scale.
Imagine transforming raw customer data into thousands of personalized conversations triggered at exactly the right moment. Our proactive support handles journeys your team isn’t staffed to manage completely, while identifying which customers need human expertise at critical moments.
It’s not about replacing people — it’s about ensuring human talent goes exactly where it creates the most value, while repetitive processes happen seamlessly in the background.
Most AI tools are really good at one thing: conversation. Our AI-driven engagement combines natural language with secure business rules, complex data transformations, and powerful transaction capabilities.
While other solutions might tell customers what they should do, we actually help them do it — transforming business processes into revenue-driving, expense-saving journeys through natural conversations.
More importantly, we’ve proven this approach works in the real world, handling the messy data, complex systems, and unpredictable customer behavior that exist in every large organization.
That’s why we’ve created a service that doesn’t just talk — it actually works.
Data that tells stories
Your ready response learns from thousands of real interactions, replacing guesswork with proven paths to resolution.
See what customers really want
Your ready response learns from thousands of real interactions, replacing guesswork with proven paths to resolution.
Find what matters most
Your ready response learns from thousands of real interactions, replacing guesswork with proven paths to resolution.
Build new flows in no time
See how agents solve problems, then turn those steps into smart, automated flows — no coding needed.
Basic analytical thinking — the ability to interpret contact center metrics like duration, sentiment, and interaction volume
Comfort using simple filters to identify which conversations you want to analyze
Curiosity about what makes your best customer interactions work
Basic analyst skills
Familiarity with contact center metrics such as duration, sentiment, interaction volume, etc.
Ability to use filters of various types to create Target Media Sets to identify the interactions of interest on which to run a CXone Mpower XO project.
