In the world of customer experience, the ability to spot and solve problems in real time can make the difference between a loyal customer and a lost one.
That’s why many contact centres are turning to purpose-built AI, not generic solutions, but tools specifically designed for the unique demands of customer service.
To find out more, we asked Catherine Forino, Senior Product Marketing Manager at NICE, to explain how purpose-built AI is helping contact centres master the art of prioritization, resolve issues faster, and elevate both employee and customer experience.
Video: Immediately Know When There’s an Issue
Watch the video below to hear Catherine give advice on how to prioritize urgent queries in the contact centre, by immediately knowing when there is an issue:
With thanks to Catherine Forino, Senior Product Marketing Manager at NICE, for contributing to this video.
This video was originally published in our article ‘How to Prioritize Urgent Queries’
How Purpose-Built AI Is Transforming Customer Experience Through Smarter Prioritization
1. Real-Time Monitoring for Instant Action
AI trained specifically for CX continuously monitors every customer interaction – both live and historical, as Catherine explains:
“Purpose-built AI for CX, which has the right tools, guardrails, and systems in place, has enabled contact centres to become experts at prioritization.
This AI monitors every customer interaction in real time, and historically. The ability to follow interactions in real time means the AI can immediately flag when there’s an issue and suggest next best actions to correct the issue in the moment.”
By watching interactions unfold in real time, it can detect when something’s going wrong and immediately recommend next best actions to resolve it before it escalates.
2. Supervisor Alerts for Timely Intervention
When high-priority issues are detected, AI doesn’t just flag them – it alerts supervisors so they can step in and provide support instantly.
“AI can then alert supervisors to step into interactions to ensure that the issue is always resolved. This is transformative, stopping problems in their tracks before they build up to larger organization-wide issues.”
This real-time collaboration between agents, supervisors, and AI prevents isolated problems from becoming systemic failures.
3. AI Trained on the Best Interactions
This type of AI isn’t guessing, it’s trained on high-quality customer interactions. It recognizes what a successful resolution looks like and guides employees toward those outcomes, ensuring consistency and quality in service delivery.
“Because purpose-built AI is trained on the best interactions, it knows what to look for, and it knows what needs to happen, to ensure the fastest resolution.”
4. Empowering Agents With Smart Guidance
Rather than leaving agents to figure things out alone, purpose-built AI acts as a real-time coach.
“Employees are never left to struggle to figure something out. Purpose-built AI is by their side every step of the way, empowering employees with what they need to be the best.”
It offers suggestions, answers, and actions in the moment, reducing stress and helping employees succeed, even in challenging conversations.
If you are looking for more great insights from the experts, check out these next:
- How to Improve CSAT With the ACAF Model
- 5 Ways Smart Routing and AI Improve Contact Centre Efficiency
- The Secret to a Successful Tech Upgrade
- How Flexible Scheduling Can Help Reduce Agent Stress
Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 31st Jul 2025 - Last modified: 1st Aug 2025
Read more about - Video, Artificial Intelligence (AI), Call Handling, Catherine Forino, Customer Experience (CX), NiCE, NiCE CXone, Videos
