NICE Unveils Its Self-service Customer Care Solution

CXone SmartAssist permits manufacturers to create personalised digital assistants


NICE has launched CXone SmartAssist to assist manufacturers ship constant and personalised customer experiences at scale.

CXone SmartAssist, which is powered by Amelia’s conversational artificial intelligence (AI) answer, handles clients’ requests with out human help, permitting for quicker response occasions. With each interplay, the platform learns, making future connections extra intuitive and seamless.

CXone SmartAssist additionally contains NICE Enlighten AI. With Enlighten AI for CX, companies can design customized digital assistants, saving brokers effort and time. Customers can simply combine this no-code AI answer into present agent desktop options, together with NEVA Robotic Course of Automation. 

What’s extra, Enlighten AI robotically identifies and resolves shopper complaints, minimizing reputational, monetary, and compliance dangers.

“Customers are more and more partaking in digital conversations and like manufacturers that present 24/7 assist in the best way they like, and so they have rapidly come to anticipate an easy expertise of their second of want,” stated Paul Jarman, NICE CXone CEO. 

Jarman continued, “AI-powered applied sciences allow these customer-controlled experiences via the speedy supply of personalised companies and end-to-end care. The out-of-the-box machine learning-imbued intelligence powered by Amelia will assist organizations digitally remodel via automation and cognitive expertise to decrease prices, enhance productiveness and develop their enterprise.”

Amelia chief channel officer Scott Kohn stated, “Human-machine collaboration provides important worth for companies, workers and clients alike.”

“Conversational and self-learning AI like CXone SmartAssist,

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