NICE has officially launched the next generation of its Enlighten Copilot solution, which leverages purpose-built AI to assist supervisors and CX workers in their day-to-day duties. Designed to facilitate AI-powered augmentation of the complex operational and analytical CX work, the stated product is actually segregated into three different components i.e. NICE Enlighten Copilot for Agents, NICE Enlighten Copilot for Supervisors, NICE Enlighten Actions. Starting from NICE Enlighten Copilot for Agents, it basically enhances the agent-assisted interactions to generate relevant content which, in turn, can eliminate any need for manually searching the answers. Furthermore, once this particular piece of content is generated, it links up with real-time context from interactions to deliver behavioral and technical next-best actions. Next up, the stated solution helps in recommending custom compliance and upsell opportunities for agents to address mid-conversation. Joining the same is how such a solution also enables uninterrupted handoffs through automated processes, along with real-time and post-interaction summaries.
Moving on to NICE Enlighten Copilot for Supervisors, it makes a point to analyze data insights from NICE Enlighten Copilot for Agents to give supervisors an informed and real-time outlook on things. The core idea here talks to delivering a 360-degree view of agent performance at that moment and over time. Few parameters to judge the stated performance include speech patterns, time to resolution and customer sentiment. Now, when a supervisor gains this sort of an insight into agent performance, it also, quite naturally, educates them about areas they most need to focus on. Not just theoretical data, but the solution in question can also generate real-time alerts with context to prepare the user for practical measures.
“Our research validates NICE’s approach with Enlighten Copilot: Business leaders find significant value in leveraging CX-specific AI to both automate manual functions and augment mission-critical work of employees. Among those already using AI for CX, 66% rely on AI for quality management and 55% to review open-ended feedback from customers. I can’t stress enough the competitive advantage companies will realize by using AI to automate analysis of customer feedback and workflows, as well as elevating supervisors from tactical to strategic roles,” said Robin Gareiss, CEO and principal analyst at Metrigy.
Having referred to actions, our final piece of highlight comes from NICE Enlighten Actions, which provides a conversational interface to generate and respond to what CX leaders need in the moment, and it does so without asking for any extra coding. Offering 100% visibility into operations, this particular solution is well-equipped to analyze and act on unstructured data, thus accelerating the pace by which a business can understand, take action, and meet its goals. Next up, it has the skill to work alongside native and third-party applications, and data in the CXone suite to automatically initiate workflow, staffing adjustments, and automation. Hold on, there is more, considering the NICE Enlighten Actions solution can also generate side-by-side comparison of organizational KPIs against industry benchmark data.
“The next gen NICE Enlighten Copilot is the industry’s leading AI-powered employee assist purpose-built for CX. Built from thousands of models trained on CX-specific interactions, NICE Enlighten Copilot amplifies skilled labor, automating repetitive tasks and delivering faster access to knowledge. In combination with NICE Enlighten Actions, CX leaders can increase decision velocity and realize business goals faster, streamlining operations and ultimately driving exceptional customer experience,” said Barry Cooper, President of CX Division at NICE.
