Disrupted systems and data silos create a gap between customer perception and internal reality, making it difficult for organizations to provide personalized and fluid experiences. NICE has launched CXone Mpower a new CX-Aware AI to address these challenges. They combined the industry-leading CXone platform with Enlighten, the smartest AI designed specifically for CX.
CXone Mpower connects to all points of contact and applications in an organization, ensuring maximum viewpoint. It has a continuous Experience Memory based on historical experiences and customer preferences.
CXone Mpower Force Multipliers
CXone Mpower addresses organizational demand by unlocking the force multiplier effect of CX AI. Below are three mission-critical areas for CX organizations:
- Immediate Augmentation: CXone Mpower’s smart, memory-driven AI boosts employee performance with copilot and automation capabilities, incorporating augmented intelligence into employee workflows to enable employees to work smarter and faster, not harder.
- Advanced Skillability: CXone Mpower enables dynamic skill transfer between humans and AI using “skillability” and reverse-prompting. CXone Mpower integrates automated intelligence into CX operations, allowing virtual agents to understand consumer intents, remember their preferences. It resolves issues with higher cognitive awareness and efficiency than top-performing employees.
- Fully Aware Proactive Service: CXone Mpower connects to all points of contact and applications in an organization to achieve full perspective. It transforms operational norms with full CX knowledge to provide a personalized experience.
Key Benefits of CX AI
360-Degree Customer Insight
360-Degree Customer Insight combines interaction data, metadata, and analytics from the CX ecosystem to provide a complete overview of a customer’s history and preferences. This leads to more impactful and personalized interactions while increasing efficiency.
Individualized Memory Graph
Creates a unique memory graph for each customer, crafting associations to their specific needs and providing full context based on a multi-dimensional historical record, leading to increased customer satisfaction.
360-Degree Customer Insight
It can seamlessly resume interaction where conversations left off, across all channels and devices; this allows bot-and-agent-led interactions to quickly comprehend and respond to customer needs. This will save the customer effort and time.
Adaptive Personalization Engine
The Adaptive Personalization Engine leverages the brand’s knowledge base and the deep data memory best approach, LLMs to create an ever-evolving, customer-centric interface that increases customer lifetime value. It does this by dynamically determining the response, or activity in real-time based on past performance.
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