NICE Introduces Generative AI-Powered Industry Benchmarks Related Articles Our Top Use Cases for AI in Customer Service How to Set Inspirational Contact Centre Benchmarks Generative AI Is Dominant Midyear Trend of 2023 Understanding AI, ML & More in Contact Centres © zephyr_p - Adobe Stock - 214810826 Filed under - Contact Centre News, NICE NICE has announced Industry Benchmarks, augmenting Enlighten Action’s generative AI-powered capabilities to allow brands to holistically compare their operations to industry standards. This enhances Enlighten Actions, using large language models to create stronger brand loyalty for consumers and allow business users to interact with data in a conversational way. With Enlighten Actions Industry Benchmarks, companies have access to anonymized benchmarked interaction level data, from more than 75 industries, for all interaction intents to holistically compare their operations to their specific vertical. This benchmark information relates to call reasons, handle time, CSAT, agent behaviours, complaints, sales effectiveness, scheduling levels, training, automation, and more. For the first time, companies will be able to see how their service level compares to other companies in their industry and understand the opportunities to optimize service and training and reduce costs through self-service. Barry Cooper, President, CX Division, NICE, said, “The ability to ensure the highest level of service is key to creating and increasing brand loyalty and to creating differentiating CX. “The addition of Industry Benchmarks to Enlighten Actions is a significant leap forward and is quickly becoming a must-have for organizations in their constant effort to enhance and optimize their customer experience.” “Brands across all industries are looking for practical ways to apply conversational AI to improve employee performance and bottom-line results,” explains Dan Miller, lead analyst at Opus Research. “NICE’s Industry Benchmarks opens up a broad opportunity for executives to harness the power of generative AI and large language models to ensure their customer and employee experiences exceed those of their competition.” For more information about NICE - visit the NICE Website About NICE NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business. Read other posts by NICE Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: NICE Published On: 27th Jul 2023 - Last modified: 1st Aug 2023 Read more about - Contact Centre News, NICE Recommended Articles Our Top Use Cases for AI in Customer Service How to Set Inspirational Contact Centre Benchmarks Generative AI Is Dominant Midyear Trend of 2023 Understanding AI, ML & More in Contact Centres Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter