• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Summary

          Instantly summarize interactions to accelerate resolution times and efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          AI made easy

          How AI Elevates Self-Service to Resolve Customers’ Needs at Pace and Scale

          by Michele Carlson
          May 3, 2022
          Share

          Just a few years ago, managers in traditional brick-and-mortar contact centers could listen to just a tiny fraction of their agents’ conversations from an agent sitting across the site. Today, artificial intelligence (AI) transforms how contact center manage their communications, making it possible to not only gather insights from multichannel conversations between remote agents and customers on every interaction, but also to use the insights to understand how to improve CX.

          “Today, we’re capturing 100% of conversations across a multiplicity of channels,” says Dan Miller, lead analyst and founder of Opus Research. “This concept was economically nuts five years ago.”

          Conversational intelligence is finally making companies customer-centric. While the demand for companies to be customer-centric has existed for years, conversational intelligence is making it a reality.

          “In the past, that term ‘customer-centric’ was just lip service,” says Miller. “It used to be impossible to conduct deep analytics in real time, culling automated insights to share across the organization in a consistency across all channels. Now, consistent answers can be shared regardless of where the queries come from. We are now able to instantiate solutions at pace and scale.”

          In a recent webinar, “AI Made Easy: Effortlessly Resolve Customer Needs at Pace & Scale,”

          Miller highlights recent research related to conversational data and how industry leaders are using it today in the contact center. Here’s what you need to know to use conversations to improve self-service.

          • The most impactful use cases for conversational data: Miller cites a recent survey by Opus Research of 400 contact center and customer care leaders across North America. Nearly 80% of respondents said they use conversational data to improve customer experience (CX), with chatbots close behind at 64%. Another 48% use conversational data to enable agent-assisted support.

          “This tells me that the lightbulb has gone off that self-service will be consumed by an automated entity and a live agent will not always be needed for certain calls,” Miller says.

          • How conversational intelligence is enabling businesses: By and large, companies are leveraging conversational intelligence to improve productivity—fully 87% of respondents in a survey by Opus Research. They’re using AI to track traditional contact center measurements, such as average hold time and agent productivity.

          One of the key benefits of AI lies in its ability to automatically find patterns that guide CX. AI has made it possible to discover both operational and CX opportunities. Since customers and agents are spread out everywhere, this is not something that humans could do manually. We needed a more robust piece of technology to locate these patterns, and now we have it.

          Other common ways businesses are currently using conversational intelligence include:

          • Identifying opportunities that can be shared with departments across the organization: 77%
          • Increasing revenue: 62%
          • Increasing operational efficiencies: 60%
          • Collected data is still underutilized: “One thing that comes through loud and clear in recent research,” Miller says, “is that while conversational data is plentiful, it’s often underutilized.” While 80% of respondents in one Opus survey said they are actively using active speech recognition (ASR) to transcribe speech data, two-thirds of them said they significantly underutilizing this information.

          Voice calls aren’t going anywhere. We can use those voice calls in a different way to help the rest of our channels—to support agents, to support customers and give them and give customers a better experience. Being able to find the right tools to leverage this data is important.

          How to Make the Most of Data

          A few key steps can help contact center and CX leaders make the most of conversational data.

          When considering what technology to leverage or evaluating how to make the most of data, it can be helpful to consider the different types of assets that make up what Miller calls “the conversational cloud.” Over the last decade, companies are increasingly housing various types of conversational data in a single place:

          • Call processing and task routing
          • Automatic speech recognition, natural language processing and analytics
          • Application logic, including algorithms, workflows and robotic process automation
          • Big data, or customer records and the sum of knowledge about them from all sources

          Conversational intelligence really comes into fruition when companies can access all of these resources in one place. Another challenge is not just using the data but getting the data to all interact together to be able to find the patterns.

          Technology on the market today enables companies to harness conversational data from voice and chat interactions across all channels to:

          • Identify needs across journey from self-service through agent-assist
          • Connect the customer with the most suitable agent
          • Guide agents in real-time with soft-skills and resolution steps
          • Measure every experience for coaching and process improvement

          This allows companies to close the gap quickly on underutilized data and meet customers’ needs.

          AI powers smart, effective chatbots and virtual agents by learning from optimal interactions with top-performing agents. Insights gained from conversations in voice and chat unlock the keys to self-service CX that works. This data improves self-service by:

          • Identifying the best automation opportunities
          • Optimizing resolution paths
          • Answering more customers’ questions in digital channels

          A purpose-built AI algorithm for CX quickly identifies self-service opportunities using conversational data from multiple channels. Instantly, with AI the valuable, but otherwise underutilized data powers smart self-service.

          For example, many customers use voice calls to make appointments. From conversational intelligence, AI derives the interaction pattern that shows how these types of calls can be automated with chatbots and virtual agents.

          In appointment calls to doctors’ offices, AI uncovers high sentiment and few conversational turns. In this case, a bot would offer automated resolution that could easily help efficiently schedule appointments. A bot would reduce the need for live agent calls by 30%. This is a good example where self-service is not decreasing the workload; it’s the best way to provide better customer experiences.

          It’s important to take the customer’s perspective, Miller says. “Recognizing sentiment and the words we choose has become very valuable because those are signals as to how to best serve that individual,” says Miller. “When you leverage the ‘first party data’, the customer’s actual utterances, you can create better CX.”

          “The more conversations between customers and the brand are measured and collected over several years, the better the CX will become. Whether it’s automated self-service or agent-assisted digital channels, these technologies should be embedded across the board to ensure consistency,” he adds.

          While AI improves many day-to-day activities, bots are stuck in the dark ages. Learn more about how you can leverage AI to differentiate customer experience (CX) on your self-service channels in our on-demand webinar, “AI Made Easy: Effortlessly Resolve Customer Needs at Pace & Scale,” and move your digital CX into the fast lane with Enlighten XO to build smart self-service – fast.

          About the Author

          Michele Carlson

          Michele is a Director of Product Marketing who helps brands accelerate their digital transformation with cutting-edge AI and analytics solutions. She brings a warm, energetic approach to connecting businesses and consumers with technology to drive results. Her experience with AI and analytics spans over a decade and includes product development, change management, data analysis, and coaching skill development. Outside of work, Michele is a mom of four and enjoys skiing and yoga.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          August 6, 2025

          4 examples of how AI creates a NiCE world making financial services customers happier

          Read
          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          July 29, 2025

          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          Read

          July 21, 2025

          25 moments that made Interactions 2025 a NiCEr world

          Read

          July 18, 2025

          A supervisor’s story: Where trust meets oversight to create a high-performance world

          Read
          Asian call center agent

          July 8, 2025

          Service reimagined: AI creating dynamic end-to-end possibilities for a thriving contact center

          Read

          More from the blog

          CXone

          4 examples of how AI creates a NiCE world making financial services customers happier

          In today’s financial landscape, banks and other institutions aren’t just competing on rates or product offerings, they’re also competing on keeping customers satisfied and loyal.

          August 6, 2025

          NiCE TV’s Top 10: Bold conversations reimagining the future of service
          AI

          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          From strategy to scale, hear what the world’s CX leaders have to say about amplifying human connection with AI and automation.

          July 29, 2025

          AI

          25 moments that made Interactions 2025 a NiCEr world

          From the electric energy of Las Vegas to an iconic rugby stadium in the heart of London’s tech hub, NiCE Interactions 2025 brought together thousands of CX leaders across continents.

          July 21, 2025

        • Bring together the various components of the conversational cloud.
        • Build the right self-service and agent-assisted journeys faster.
        • Power self-service with data to improve CX.