NiCE Unveils Agentic AI CX Frontline Research

NiCE has released The Agentic AI CX Frontline.

This is a research report examining how large enterprises are deploying agentic AI in live customer experience environments and measuring operational and customer outcomes.

Based on data from global organisations already using the technology at scale, the report highlights trends such as faster deployment timelines, reduced cost per contact, high containment rates for routine inquiries, and improvements in customer satisfaction, alongside a shift in workforce roles toward oversight and higher-value decision-making.

“This report reflects what we’re already seeing in the real world,” said Philipp Heltewig, Chief AI Officer, NiCE.

“NiCE has already deployed Agentic AI at scale across large enterprise customers, supporting millions of interactions in live production environments with measurable improvements in speed, cost, and customer satisfaction. The Agentic AI CX Frontline report captures and benchmarks that reality – moving the conversation from AI potential to AI proven.”

The report focuses on production-level deployments rather than pilot programmes and introduces a framework to help organisations evaluate readiness and scale AI-first customer experience strategies responsibly.

NiCE will also host an Agentic AI Masterclass series in February to expand on the findings and practical lessons from early adopters.

Author: Hannah Swankie
Reviewed by: Robyn Coppell