AI Customer Service & Agentic AI: FAQs

How does Agent AI improve first contact resolution (FCR)?

By surfacing relevant content and suggesting actions during the interaction, Agent AI enables faster issue resolution. NiCE Agent AI empowers agents to resolve customer needs on the first attempt by providing real-time support.

How does Agent AI achieve this?

  • Real-time guidance: Offers actionable prompts to resolve issues without escalation
  • Knowledge surfacing: Instantly delivers the most relevant knowledge base articles and FAQs
  • Context-driven insights: Leverages customer history and AI-driven analysis to recommend personalized solutions
  • Automated workflows: Reduces the need for follow-ups by completing repetitive tasks during the interaction

What are the benefits of higher FCR?

  • Increased customer satisfaction and loyalty
  • Reduced repeat contact volumes
  • Lower operational costs from fewer follow-up interactions
  • Improved agent confidence and performance

How does this enhance customer experience?

Customers benefit from quick, accurate resolutions, eliminating the frustration of repeat calls or transfers, and creating a seamless experience from start to finish.

How does this create a NiCE world?

In a NiCE world, Agent AI drives faster and more effective resolutions, ensuring customers receive the answers they need the first time.

Create a seamless world, where AI ensures every customer’s first interaction leads to a successful outcome.

See how it works in action

AI Customer Service & Agentic AI: FAQs