NiCE Announces the Release of Virtual AI Agents

NiCE has announced the release of AI-powered virtual agents – CXone Mpower Agents.

These agents are designed to automate service workflows across customer experience operations. Built using CXone Mpower’s AI models and no-code tools, they can be created quickly and deployed across front, middle, and back office tasks, from self-service to fulfillment.

Mpower Agents operate within orchestrated workflows, interacting with systems, triggering actions, and collaborating with both humans and other AI agents.

Barry Cooper, President, CX Division, NiCE, said, “There’s a big difference between AI that talks and AI that gets things done. While others are building agents that mimic conversations, we’re building agents that fulfill customer needs, end to end.

Whether it’s a mid-office approver or a back-office loan processor, Mpower Agents work across the entire CXone Mpower platform to deliver real outcomes, not just responses. That’s what separates intelligent automation from intelligent distraction.”

They can be customised to align with brand tone and policies, making them adaptable across various business functions.

The launch highlights a shift toward integrated, low-code automation in customer service, aiming to improve efficiency and reduce manual effort without complex development processes.

Maribel Lopez, Principal Analyst at Lopez Research, said, “AI agents are becoming essential for modern customer service, but most still fall short, limited to scripted responses or narrow front-office use cases.

What businesses need are solutions that provide the ability to use automated insights to identify opportunities and instantly create agents that operate across front, mid, and back office. NiCE’s Mpower Agents aim to solve previous issues by focusing on intelligent automation.”

For more information about NiCE - visit the NiCE Website

About NiCE

NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

Find out more about NiCE

Author: Hannah Swankie
Reviewed by: Jo Robinson