• 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

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        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

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        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 Notetaking

          Instantly summarize interactions to accelerate resolution times and 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

        Go beyond answering questions to fully automate customer intent through fulfillment.

        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.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • 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
          • Home
          • Customer Experience (CX) and Contact Center Library
          • Self-Service Enablement via Conversational AI
          Icon imageRequest a demo
          Request a quote

          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

          Self-Service Enablement via Conversational AI

          A Strategic and Technical Blueprint for Automating Customer Experience at Scale

          CXOne Personal Connection
          White Papers

          CXOne Personal Connection

          CXone Gives Envera Health Important Tools, Insights
          Case Studies

          CXone Gives Envera Health Important Tools, Insights

          Case Study: Mitchell
          Case Studies

          Case Study: Mitchell

          Ready to scale intelligent self-service with Conversational AI?

          Deliver faster, smarter customer experiences while reducing costs with AI-powered automation. Discover how Conversational AI can transform your service strategy today.

          Watch the Demo

          Contact us

          If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

          • Introduction
          • Why Self-Service Matters More Than Ever
          • What Is Conversational AI?
          • Core Components of NiCE Conversational AI
          • Use Cases by Channel
          • Advanced Capabilities with NiCE
          • Key Performance Metrics
          • Persona-Specific Benefits
          • Deployment Strategy with NiCE
          • Final Thoughts

          Introduction

          Customers want answers, not wait times. In a world of rising expectations and shrinking attention spans, Conversational AI has emerged as the key to unlocking scalable, always-on self-service.

          By understanding customer intent, delivering answers in natural language, and integrating with backend systems, Conversational AI transforms bots into frontline agents—resolving issues, deflecting volume, and improving satisfaction.

          NiCE empowers enterprises to deploy conversational AI across voice, chat, and messaging channels, driving automation without sacrificing experience. This guide explores the architecture, implementation approach, and operational benefits of Conversational AI–powered self-service.

          Why Self-Service Matters More Than Ever

          1. Customers Expect Instant Support

          72% of consumers expect immediate service. Bots meet this need with 24/7, zero-wait availability.

          2. Agents Are Overburdened

          Deflecting repetitive, low-value inquiries improves agent productivity and morale.

          3. Cost Pressure Demands Automation

          Self-service reduces cost-per-interaction by 60–90% versus live agents.

          4. Digital Transformation Requires Orchestration

          Conversational AI connects frontend interactions to backend systems, enabling end-to-end resolutions—not just answers.

          What Is Conversational AI?

          Conversational AI is a class of machine learning–powered interfaces that understand, interpret, and respond to human input through:

          • Natural Language Understanding (NLU): Detects intent and extracts key data
          • Dialogue Management: Manages context and conversation flow
          • Natural Language Generation (NLG): Forms humanlike responses
          • Orchestration Layer: Triggers system actions, queries data, or routes escalations

          Core Components of NiCE Conversational AI

          1. Omnichannel Bot Framework

          Supports web chat, in-app chat, SMS, WhatsApp, voice IVR, and more—natively or via APIs.

          Unified Design Layer:

          • Reusable intents
          • Channel-specific response tuning
          • Consistent analytics across modalities

          2. Pre-Trained Industry Intents and Entities

          NiCE provides a library of pre-built intent models for verticals like:

          • Telecom: “check my bill,” “add data plan,” “report outage”
          • Retail: “track order,” “return item,” “apply coupon”
          • Banking: “transfer funds,” “open account,” “card lost”

          Custom models can be layered with enterprise-specific language and workflows.

          3. Real-Time Integrations and API Orchestration

          Bots connect to CRMs, billing engines, ERPs, order management systems, and more to execute actions—not just provide FAQs.

          Examples:

          • Retrieve order status
          • Update customer address
          • Book appointments
          • Submit password reset request

          4. Multi-Turn Dialogue Engine

          Maintains context across steps, even across channels or days.

          Example:

          A user starts a return in chat, receives an SMS update, and completes via mobile app.

          5. Intelligent Escalation Handling

          Routes to human agents with full conversation history and intent context when automation confidence drops below threshold.

          Routing based on:

          • Intent confidence
          • Negative sentiment
          • High-value customer tags
          • Repeat attempts

          Use Cases by Channel

          Advanced Capabilities with NiCE

          • Proactive AI Triggers: Initiate engagement based on behavior (e.g., cart abandonment)
          • Multilingual NLP Models: Detect and respond in 90+ languages
          • LLM Integration: Enhance answers, summarize context, generate dynamic content
          • Persona-Based AI: Tailor tone and suggestions by customer segment
          • Security + Compliance: Mask PII, log all data, enable audit trails

          Key Performance Metrics

          Persona-Specific Benefits

          For Customers

          • No wait times
          • Conversational, intuitive UX
          • 24/7 service across devices

          For Agents

          • Focus on higher-value, empathetic work
          • Fewer repeat or redundant tickets
          • Full context when escalation happens

          For CX Leaders & Ops

          • Reduced cost per interaction
          • Improved containment and routing metrics
          • Rich insights into customer intent trends

          For IT & Data Teams

          • Easy integration with APIs and systems of record
          • Flexible model retraining and analytics
          • Secure, governed deployment across regions

          Deployment Strategy with NiCE

          1. Define High-Volume, Repetitive Use Cases

          Start with top 10 intents by volume and resolution potential.

          2. Design Bot Journeys and Integrations

          Use NiCE’s visual dialog builder or code-based configuration.

          3. Train and Test NLU Models

          Include variants, edge cases, and channel-specific language.

          4. Launch in Controlled Channels

          Start with chat or messaging, monitor KPIs, and scale to voice IVR.

          5. Iterate Based on Feedback

          Use transcript reviews, analytics, and re-training loops to improve.

          Governance and AI Compliance

          • PII Detection and Redaction
          • Role-Based Access Control for bot configurations
          • Audit Logs for Conversation History
          • Multiregion Data Hosting to meet GDPR, HIPAA, and local laws
          • Fallback & Fail-Safe Mechanisms to preserve SLA when AI fails

          Final Thoughts

          Self-service is no longer about static FAQs or IVR trees—it’s about conversational automation that understands, acts, and adapts. With NiCE’s conversational AI, enterprises can scale support, reduce operational costs, and deliver seamless experiences that customers trust.

          By combining NLU, orchestration, AI-generated content, and secure backend integration, NiCE clients turn automation into competitive advantage.