Product FAQs

Digital and Self-Service is NiCE’s AI-powered solution designed to help customers resolve issues independently using intelligent self-service tools. It allows businesses to deliver always-available support through intuitive digital experiences, reducing reliance on live agents and streamlining service delivery.

How does Digital and Self-Service work?

This solution integrates AI-driven chatbots, virtual assistants, and knowledge management to:

• Provide real-time, automated answers to common questions
• Guide customers through step-by-step resolutions
• Offer contextual recommendations based on interaction history
• Seamlessly escalate to live agents when needed, with full interaction context

What are the benefits of Digital and Self-Service?

Digital and Self-Service improves efficiency and customer satisfaction by:

• Enabling faster issue resolution without wait times
• Reducing agent workloads through automated query handling
• Offering 24/7 accessibility across web, mobile, and messaging channels
• Delivering consistent and accurate self-service experiences

How does this improve customer experience?

By empowering customers to solve problems on their own terms, it reduces friction, speeds up resolutions, and creates a sense of control. Agents are freed up to focus on high-value interactions, resulting in better service outcomes for complex needs.

How does this create a NiCE world?

In a NiCE world, customers get quick, effortless answers and agents focus on delivering personalized care. Digital and Self-Service blends AI and automation to transform service into an intuitive, self-guided experience that works for everyone.

Create an accessible world, where AI-driven self-service makes help immediate and simple.

See how it works in action

• Watch the demo
• Speak with an expert
• Explore the full solution
• Learn more about our AI platform
  
  

Products FAQs