What is AI for Business?

AI for business is artificial intelligence that is infused throughout an organization so that all key stakeholders - from employees to customers - can benefit from smarter technology. Recent advances in generative artificial intelligence have made AI more effective and humanized, and businesses that utilize advanced AI for initiatives can compete more effectively.

What is generative AI?

Generative AI, the technology behind ChatGPT and similar applications, is an umbrella term for AI-powered software that can create original, humanized content that includes such things as images, outlines, essays, videos, and music. If you have ever experimented with software such as Bard or ChatGPT, you'll know that the responses are very well-written and sound authoritative but aren't always completely accurate.

The authority and eloquence come from consuming billions of online records and learning not just facts, but grammar and syntax. The output of text generators is highly readable thanks to forms of AI such as large language models, natural language processing, and machine learning. Unfortunately, the accuracy of generative AI tools that produce textual content are only as accurate as the data they're trained on. Inaccurate or biased data can sometimes make these systems produce nonsense.

This is why organizations that use AI for business purposes need to train solutions on their own information and give them access to internal knowledge sources.

NICE's AI for business solutions

NICE is at the forefront of developing AI solutions specifically for enhancing the customer experience (CX). Enlighten AI for CX uses generative AI, domain-trained models, and millions of historical customer service interactions to be a smart CX tool right out of the box. Further training on organization-specific data ensures Enlighten AI will provide branded information and experiences.

Because everyone can benefit from smarter answers and guidance throughout the customer journey, Enlighten AI is infused throughout our solutions. For example:

  • Enlighten Copilot gives agents and supervisors real-time guidance and proactive information and automates repetitive tasks. This makes these roles more efficient and enables them to focus on higher value activities.
  • Enlighten Autopilot makes self-service solutions smarter and highly effective so that more customers can solve their own issues on a broader array of topics. Enlighten Autopilot makes virtual agents more conversational and accurate.
  • Enlighten Actions is the smart, fast "data analyst" every contact center leader needs. It recommends daily focus areas, and when asked questions such as, "Why are handle times so high today?" provides timely and insightful answers.

Ultimately, these AI for business solutions can modernize customer service roles and processes and turbocharge improvements in the customer experience.

How NICE is Redefining Customer Experience

NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

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