NICE CXone Adds Intelligent Self-Service and AI-Driven Engagement Tools

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NICE recently announced the CXone Fall 2021 release, which includes innovative capabilities that help businesses address the growing demand for digital interactions and intuitive self-service.

CXone’s new intelligent and self-service options enable businesses to deliver answers faster, boost CSAT and accelerate digital transformation. With new conversational AI bots that act on complex consumer requests and context changes, the CXone release enables end customers to receive more accurate, complete answers at the first digital entry point and provides agents with the guidance needed to boost customer satisfaction for every interaction.

Also Read: 77% of Customers Bounce if They Receive Poor Service

In addition, supervisors and quality managers gain access to new AI-powered insights on agent soft skills that help ensure better customer experiences. The NICE CXone Fall 2021 release allows businesses to provide end-to-end, digitally fluent customer service with the following advanced innovations:

• Advanced intelligence for voice and chat self-service provides businesses with machine learning-infused capabilities to build, manage and deploy smarter, more effective, natural language self-service.
• Businesses with more straightforward self-service needs can now cost-effectively enhance their self-service options and expand presence on social channels with little to no coding using CXone Bot Builder. New API integration now allows bots to connect with internal or third-party applications to automate new and more sophisticated self-service use cases.
• CXone Expert’s new Instant Translation allows companies to extend their reach to more global markets and enables consumers to self-serve in 71 languages, reducing customer effort to consume knowledge and resolve issues without the need for a live agent.
• An upgrade to CXone, Quality Management and Interaction Analytics now embed proprietary, pre-built NICE Enlighten AI models to measure and understand critical agent behaviours for powerful post-interaction analytics on 100 percent of calls.

In addition, new eCommerce capabilities have been added to the CXexchange online marketplace to make it easier for CXone customers to extend their investment with partner solutions.

Paul Jarman, NICE CXone CEO said, “Consumer expectations for seamless, rapid self-service on digital channels continues to grow, and there is zero tolerance for waiting in long queues for answers. With the fall 2021 release of CXone, we bring advanced capabilities to accelerate digital transformation and enable exceptional, end-to-end self-service experiences, allowing consumers to get answers to the most complex and sophisticated questions from the very first digital entry point.”

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