NICE Launches Enlighten AutoSummary Related Articles NICE Enlighten AI Receives Two Product of the Year Awards NICE Announces Enlighten Actions NICE Launches Next Big Leap of Enlighten Definition: Contact Centre Jargon and Terminologies © SvetaZi - Shutterstock - 2056054604 143 Filed under - Contact Centre News, NICE NICE has announced the launch of Enlighten AutoSummary, a complete out-of-the-box, AI contact centre solution for automatically generating contact centre summaries of every customer interaction with an agent. Average handle times and after-call work are reduced as agents are relieved of the need for manual notetaking, while concise, accurate and actionable information about the interaction is immediately available to the next agent in the customer’s journey. Now agents can concentrate fully on addressing the customer’s issue during a call, rather than on summarizing what is being said, while their service quality is improved with a more comprehensive customer context compared with previous interactions. Traditional, manual notetaking often produces inconsistent or incomplete information about a given interaction, resulting in data that cannot be put to good use and valuable time wasted. Enlighten AutoSummary helps contact centres of all sizes ensure service continuity over time and across customer touchpoints, with more personalised and frictionless experiences. The interaction notes generated by Enlighten AutoSummary include customer contact reason, actions and outcomes. The solution is underpinned by extensive purpose-built, predictive AI models based on the industry’s leading CX dataset. In addition, Enlighten AutoSummary continuously improves its understanding of specific customer and agent behaviours with machine learning for more informative interaction narratives. Enlighten AutoSummary works with any CRM system so that all notes are easily accessible by any agent using tools they are already trained on. Contact centres can use the summary data as part of comprehensive analytics programs to ensure that promised actions and outcomes, such as callbacks, have been scheduled. Barry Cooper, President, CX Division, NICE: “Enlighten AutoSummary continues NICE’s relentless CXi (Customer Experience interactions) focus on delivering exceptional experiences with innovative AI technology that enables contact centres to capture and summarize critical information in agent interactions with customers. Our latest out-of-the-box solution automatically identifies contact reasons and outcomes with high accuracy- allowing the agents to focus on the customer at the present moment. And, whether the last interaction was 5 minutes or 5 months ago, Enlighten AutoSummary provides the next agent and the supervisor with everything they need to know for more personalised, seamless customer service every time.” Omer Minkara, VP & Principal Analyst, Aberdeen Strategy & Research: “Enlighten AutoSummary is an out-of-the-box solution providing immediate value with automated AI-driven contact centres interaction summaries. The solution brings NICE’s massive CX dataset to the table for highly accurate reporting of call reasons, intentions and outcomes, improving customer experience by providing consistent and thorough information to every agent along each customer’s journey. The automated summaries can then also be leveraged in the context of interaction analytics for a wider CX strategy.” 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: 13th Dec 2022 Read more about - Contact Centre News, NICE Recommended Articles NICE Enlighten AI Receives Two Product of the Year Awards NICE Announces Enlighten Actions NICE Launches Next Big Leap of Enlighten Contact Centre Jargon and Terminologies 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