Record Number of Automated Customer Interactions Handled on Black Friday

NICE has reported that its CXone MPower AI platform handled a record number of automated customer interactions during the Black Friday and Cyber Monday weekend.

Year-over-year digital interactions increased by 80% for the holiday weekend, with single-day spikes of 143% and 120% on key shopping days.

Barak Eilam, CEO, NICE, said, “With CXone MPower, businesses aren’t just surviving the holiday rush – they are revolutionizing their customer service. CXone Mpower leverages the power of AI and automation to enable businesses to anticipate customers’ needs to deliver exceptional experiences in the moments that matter most.”

The data highlights the growing reliance on automation to manage peak shopping demands, with CXone MPower enabling businesses to streamline workflows, enhance efficiency, and support seamless customer experiences during high-traffic periods.

Jeffrey Fawcett, Director, Call Center & Training, Wine Country Gift Baskets, said, “The Black Friday and Cyber Monday rush is always a challenge, and this year we were able to handle it better than ever with NICE’s support.

From guiding customers to the perfect gift to resolving inquiries in real time, NICE empowered us to stay responsive and make every interaction, whether by phone, chat, or email, a positive experience. Our customers noticed the difference, and so did we.“

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Reviewed by: Megan Jones