NiCE CXone Mpower Expert GenAI Workflow Wins Generative AI Product of the Year Award by GenAIToday and TMC

TMC announced that NiCE CXone Mpower Expert’s GenAI Workflow 2025 has won the Generative AI Product of the Year Award, presented by GenAIToday and genaitoday.ai. Now in its third year, this award honors the breakthrough technologies redefining how businesses create, automate, analyze, and operate through the power of Generative AI.

The Generative AI Product of the Year Awards celebrates the innovators behind the applications, platforms, models, devices, and infrastructure pushing the industry forward. Winning solutions demonstrate exceptional ability to transform workflows, accelerate decision-making, elevate customer engagement, and unlock new levels of efficiency across industries.

The award highlighted Expert’s GenAI Workflow and its breakthrough knowledge management engine that combines Generative AI with enterprise-grade governance to transform the way organizations deliver answers accurately, instantly, and at scale.

“Congratulations to the winners of the 2025 Generative AI Product of the Year Awards,” said Rich Tehrani, CEO, TMC. “These companies are leading the charge in showing how Generative AI can solve real business challenges today. Their solutions are driving measurable improvements in customer experience, operational speed, quality, and productivity. We applaud their innovation and look forward to their continued leadership as GenAI becomes an indispensable component of the modern enterprise.”

For organizations serious about Generative AI, Expert’s GenAI Workflow sets a new benchmark for excellence - not just a tool; but the new standard. Designed to deliver clarity, trusted knowledge, and consistency, this end-to-end workflow ensures knowledge is reliable, discoverable, and actionable across the entire customer and employee experience.

At its center is Generative Search, which is powered by retrieval-augmented generation (RAG) that returns answers rooted solely in an organization’s internal knowledge. The result is a natural language experience that is both intuitive and trustworthy, transforming the way customers and agents interact with knowledge.

At the core of this innovation is a structured four-phase model: Capture, Cultivate, Calibrate, and Calculate that empowers content and knowledge teams to turn raw information into trusted, AI-optimized knowledge assets. Capture enables ingestion of content from across formats and platforms (via HTML Importer), allowing enterprises to rapidly centralize and onboard knowledge.

Cultivate uses AI to assess Content Adequacy, identifying gaps in coverage and ensuring answers are aligned with customer questions at scale.

Calibrate leverages a powerful Editor AI that provides pre-configured prompts to streamline rewriting, tone tuning, and compliance alignment—drastically reducing manual content editing time.

Calculate introduces an enterprise-first Faithfulness and Relevance scoring system that evaluates the fidelity of the AI-generated responses.

During a recent evaluation of the Expert GenAI workflow, a knowledge author used Editor AI to optimize content. In just 40 minutes, the knowledge author updated six articles without adding new information or needing input from subject matter experts. Changes included breaking up lengthy articles and applying Editor AI’s “trim content” feature to improve clarity.

The impact was significant. Faithfulness scores rose by up to 25% (measures how accurate answers reflect source content). Relevancy improved by 23% (measures how well answers match the original question), proving that small, AI-guided edits can dramatically enhance generative answer quality without major rewrites or expert input, ultimately drive greater self-service.

Expert’s GenAI Workflow is built for the enterprise; designed for those who want to adopt AI, scale their knowledge, and act fast. With its transparent, score-based methodology and a seamless blend of AI and human oversight, it reimagines how organizations create, manage, and deliver knowledge across the customer journey.

CXone Mpower Expert has earned wide industry recognition, validating its transformative impact. Among other accolades, it was awarded the 2025 Metrigy MetriStar Award – Top Provider: Self-Service Knowledge Management and a KMWorld 2025 Trend-Setting Product recognition; recognized for delivering cutting-edge AI-powered knowledge experiences that scale across the enterprise.