• 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

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        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

        Amplify team performance with specialized AI copilots for every role.

        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 Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent 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

        Automated customer self-service solutions increasing retention rates.

        View Products

        • 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.

        • 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
          how to build smart self-service fast

          How to Build Smart Self-Service Fast: Improving your customer experience with every interaction

          by Michele Carlson
          February 24, 2022
          Share

          The demand for self-service is soaring. Today’s customers increasingly prefer to resolve their own issues on the digital platforms of their choice. And rapidly evolving expectations have made delivering seamless, personalized customer experience across channels even more challenging than ever before.

          However, when done right, self-service pays dividends, as evidenced by these real-world success stories:

          • How to Build Smart Self-Service Fast: Improving your customer experience with every interaction

          A leading healthcare organization wanted to improve its service capabilities in advance of its annual Open Enrollment period. The organization used AI on its conversational data to identify activities and issues that were ripe for automation —gaining interaction insights automatically to determine the next best actions and resolve issues. As a result, the company implemented the 24/7 self-service customers were seeking, reducing the number of interactions on assisted channels during its peak service period.

          • Household Media Company Transforms CX by Optimizing Knowledge Management

          A media company turned to smart self-service after noticing a surge in customer service calls each time it announced a promotional offer. The company used AI to discover that the messaging on the promos was very effective in driving interest but that the terms and conditions were raising lots of questions—driving traffic to assisted channels. The company was able to enrich its Knowledge Management resources to help answer customer questions through self-service.

          • Telco Minimizes Customer Friction with Proactive Customer Service

          A major telecommunications firm noticed a spike in calls about internet outages at certain times of the month. Using AI, the company discovered that these outages weren’t actual internet interruptions but rather, service disconnections when customers failed to pay their bills. By conducting proactive outreach with bill pay reminders, the business mitigated many calls before they occurred. The telco also supplemented its email payment reminder with texts and in-app notifications to improve customer compliance and satisfaction.

          • How to Build Smart Self-Service Fast: Improving your customer experience with every interaction

          A large bank was experiencing a surge in refinance applications due to record-low interest rates. However, its existing self-service channels couldn’t keep up with the demand, leading to longer handle times and frustrated customers. The bank decided to harness valuable data-driven insights through AI to address the highest priority issues with smart self-service channels. The result was improved containment, as well as customer satisfaction.

          The common denominator in each of these examples is that the companies went beyond traditional self-service, leveraging artificial intelligence (AI) to deliver truly smart self-service.

          What is Smart Self-Service?

          In a recent survey by Aberdeen Research of more than 300 organizations across industries and around the world, contact center leaders ranked self-service at the top of the list of planned channel adoption. At the same time, the research confirmed that leaders don’t feel self-service goes far enough.

          More than half (56%) of the leaders surveyed said customer needs are too complex to be addressed via self-service, and one-third said customers are unaware of self-service capabilities. Others said self-service is hindered by customers’ difficulty navigating self-service portals (33%) and a lack relevant of information in them (22%)[1].

          In short, the complexity and pace of changing customer expectations has made digital transformation of traditional self-service to smart self-service an imperative. Smart self-service helps you surpass the boundaries of the contact center to deliver CX that gets smarter with every interaction by leveraging AI, analytics and automation. It improves issue resolution, finds automation opportunities, and streamlines complex interactions happening on assisted channels.

          This empowers contact centers to move from reactive to proactive customer service by tapping into insights gathered from historical interaction data on all channels. And an automated, continuous intelligent feedback loop enables data-driven, continuous improvement that optimizes both customer and agent experience.

          The research by Aberdeen found that businesses who are using smart self-service report significant benefits over those that do not,[2] including a:

          • 39% improvement in customer satisfaction rate
          • 2x reduction in service costs
          • 2.2x increase in annual company revenue
          • 2.2x improvement in customer effort score

          How to Get Smart about Self-Service

          Smart self-service is an essential part of meeting your customers on their digital doorsteps. A next-gen, AI-powered solution can help you get started or improve your current functionality. Take your CX to the next level by analyzing data to update self-service workflows, tailor customer journeys based on previous interactions and more. Read our recent eBook, How to Build Smart Self-Service Fast, to learn more about exceeding the limits of your contact center—and the expectations of your customers. You can also learn more about the research in support of smart self-service in Aberdeen’s report, The ROI of Smart Self-Service: Using Modern Tools to Delight Modern Customers.

          [1] Aberdeen Research, The ROI of Smart Self-Service, Oct. 2021

          [2] Aberdeen Research, The ROI of Smart Self-Service, Oct. 2021

          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

          5 reasons why AI without memory is just guesswork

          July 2, 2025

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Read

          July 1, 2025

          Create a streamlined world: Where tickets and data live in one place

          Read
          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          June 24, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          Read

          June 18, 2025

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          Read

          June 17, 2025

          Building a NiCE world: The stories making the world brighter

          Read

          More from the blog

          5 reasons why AI without memory is just guesswork
          AI

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Think about the last time a business truly impressed you. Not with flashy tech or a clever ad, but with the simple power of remembering who you are.

          July 2, 2025

          Customer Experience

          Create a streamlined world: Where tickets and data live in one place

          What if service wasn’t something customers had to chase… but something that found them? What if technology didn’t replace people… but actually amplified their ability to serve? What if we could finally blur the lines between the front office and back office… making the entire customer journey seamless?

          July 1, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world
          AI

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          At NiCE, our vision is to create a world where customer service just works. It’s a world that is seamless, smart, and connected across every interaction.

          June 24, 2025