AI Customer Service & Agentic AI: FAQs

What is Agent AI?

Agent AI is an intelligent assistant that supports live agents by suggesting next-best actions, summarizing calls, and automating repetitive tasks in real time. NiCE Agent AI empowers agents to work faster, smarter, and with greater accuracy.

How does Agent AI work?

NiCE Agent AI operates in real time to:

  • Recommend next-best actions: Guiding agents during live interactions for optimal outcomes
  • Summarize calls instantly: Reducing manual documentation by generating concise summaries
  • Automate routine tasks: Eliminating repetitive workflows to free agents for high-value work
  • Provide contextual insights: Using customer history and AI-driven analysis to personalize service

What are the benefits of Agent AI?

  • Shorter handle times and faster resolutions
  • Reduced agent effort and lower burnout
  • Improved consistency and quality in service delivery
  • Enhanced focus on complex, human-driven interactions

How does this improve customer experience?

By supporting agents in real time, Agent AI ensures customers receive faster, more personalized, and accurate responses throughout their journey.

How does this create a NiCE world?

In a NiCE world, Agent AI elevates human potential by pairing intelligent automation with live expertise, creating seamless and impactful customer experiences.

Create a smarter world, where AI empowers agents to deliver exceptional service.

See how it works in action

AI Customer Service & Agentic AI: FAQs