NICE Launches Enlighten XO

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Filed under - Contact Centre News,

NICE has announced the launch of Enlighten XO, a first-of-its-kind solution that automatically generates insights from human conversations to build smart self-service with advanced AI. Enlighten XO turns self-service interactions into engaging experiences.

Additionally, Enlighten XO streamlines the development of digital self-service applications by injecting data from past interactions to optimize future self-service experiences.

With Enlighten XO, organizations can now take a data-driven, self-learning, empirical approach to increase self-service effectiveness and drive exceptional experiences.

Today, organizations are shifting more business to digital interactions as they race to keep up with skyrocketing self-service expectations.

In Forrester’s publication, “Predictions 2021, Customer Service,” the analysts reported, “Customer behaviours and communication preferences have permanently shifted; in 2021, brands will see a 40% increase in digital customer service.”

In today’s digital-first world, organizations need to deliver an effortless experience on the consumer’s channel of choice to compete in a transformative industry.

NICE extends its unrivalled AI capabilities with the launch of Enlighten XO to help organizations create smart self-service experiences. The new solution, available today, analyses 100% of interactions from any platform to discover the best opportunities for automation.

Enlighten XO takes the guesswork out of self-service development with purpose-built AI models that identify customer intents, training phrases, and problem-solving activities that ensure success. Armed with superior data and insights, organizations can accelerate their digital transformation and turn self-service into a competitive advantage.

“Soaring demand for digital service is driving organizations to accelerate their digital CX transformation and drive full resolution on their digital platforms,” said Barry Cooper, President, NICE Workforce & Customer Experience Group.

“Enlighten XO makes self-service applications smarter by deriving intelligence from consumer conversations across all channels. We’re excited to introduce Enlighten XO to the market and make self-service capable of creating engaging experiences.”

For more information about NICE - visit the NICE Website

About NICE

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.

Find out more about 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: 19th Aug 2021 - Last modified: 24th Aug 2021
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