NICE Catches the Generative AI Wave
By: Craig Kennedy
NICE Catches the Generative AI Wave
On Tuesday June 6th at NICE Interactions 2023 in New York City, NICE announced the launch of three new Generative AI powered solutions for its CXone Enlighten AI offering, Enlighten Autopilot, Enlighten Copilot, and Enlighten Actions.
Generative AI—It’s All About the Data
When working with the large language models (LLM) powering generative AI solutions, the quality and quantity of data is what drives the accuracy of the results. NICE CXone handles over 8 billion interactions a year and is combining all of the data gathered from these interactions with the latest Generative AI technology to improve consumer experiences, agent empowerment, and operational excellence.
Enlighten Autopilot is a self-service conversational UX that engages consumers based on trusted company knowledge while ensuring that each response is aligned with brand and business goals. When consumers interact with Enlighten Autopilot, it acts as the brand’s best employee, creating fully personalized experiences.
Enlighten Copilot offers customer service employees a by-their-side conversational AI assistant, acting as an empowerment booster, providing accurate, informed, brand-specific, guidance. Enlighten Copilot promotes smarter guided interactions, AI-driven personalized coaching and offloading of repetitive tasks, leading to better agent and customer experiences.
Enlighten Actions combines Enlighten’s highly specialized AI models for CX, the latest generative AI technology, and industry benchmarks to transform CX leaders’ understanding of their operations and enable them to take action. Enlighten Actions proactively pinpoints optimal areas for automation and leverages CXone’s suite of advanced applications to carry out those actions.
Unveiled at NICE Interactions 2023—An Event That Inspired, Informed, and Entertained
These three solutions were unveiled at NICE’s User Group Conference in New York City by NICE CEO Barak Eilam in a keynote that would make Hollywood proud with an immersive 3D style video production that kept the 2,500 attendees captivated and engaged throughout the keynote.
The attendees were able to interact with topic experts in the Innovations Hall to learn how NICE CXone solutions can help their organizations. There were opportunities to attend break-out sessions on various technology topics throughout the two days of the conference.
NICE capped off the first day with a private concert by the Grammy and Billboard award band Train and wrapped up the conference on the second day with a keynote by the award-winning actor, producer, and businesswoman, Sarah Jessica Parker.
NICE packed in a healthy blend of fun with a lot of information and technology in its user group conference this year. I had the pleasure of attending the conference as well as presenting a session on generative AI on day 1. With its announcement of the three Enlighten offerings, NICE is clearly embracing the power of generative AI within its products with the goal of taking CX to the next level.
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Since the launch of OpenAI’s GPT service, organizations have been scrambling to put out their own copilot service. In our June Transform Tour, taking place on Thursday, June 15, 2023, we will discuss how Copilots work and how you can define a strategy to support digital labor.
This blog is a part of the Digital Operations blog series by Aragon Research’s Sr. Director of Research, Craig Kennedy.
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