NICE unveils its self-service customer care solution

NICE has launched CXone SmartAssist to help brands deliver consistent and personalized customer experiences at scale.

CXone SmartAssist, which is powered by Amelia’s conversational artificial intelligence (AI) solution, handles customers’ requests without human assistance, allowing for faster response times. With every interaction, the platform learns, making future connections more intuitive and seamless.

CXone SmartAssist also includes NICE Enlighten AI. With Enlighten AI for CX, businesses can design custom virtual assistants, saving agents time and effort. Users can easily integrate this no-code AI solution into existing agent desktop solutions, including NEVA Robotic Process Automation.

What’s more, Enlighten AI automatically identifies and resolves consumer complaints, minimizing reputational, financial, and compliance risks.

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“Consumers are increasingly engaging in digital conversations and prefer brands that provide 24/7 support in the way they prefer, and they have quickly come to expect an effortless experience in their moment of need,” said Paul Jarman, NICE CXone CEO.

Jarman continued, “AI-powered technologies enable these customer-controlled experiences through the rapid delivery of personalized services and end-to-end care. The out-of-the-box machine learning-imbued intelligence powered by Amelia will help organizations digitally transform through automation and cognitive technology to lower costs, improve productivity and grow their business.”

Amelia chief channel officer Scott Kohn said, “Human-machine collaboration adds significant value for businesses, employees and customers alike.”

“Conversational and self-learning AI like CXone SmartAssist, powered by Amelia, is a significant differentiator for any business, delivering the best elements of human interactions to everyday user experiences. Add to that the enormous interactions data pool supplied by NICE’s CXone and Enlighten AI, and you’ve got a very sophisticated and unique digital employee that is capable of recalling a volume of business logic that’s needed to really understand how your customers interact with your business.”