• ログイン
  • JALanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • 製品

    ビジネス向けAI

    • すべてのEnlighten AIソリューション >

    包括的なCX機能

    • セルフサービス

      会話型AIチャットボットによるセルフサービス

    • ワークフォース・エンゲージメント管理

      従業員体験(EX)の最適化をサポート

    • オムニチャネル・ルーティング

      オムニチャネルでのカスタマージャーニーを強化

    • CXアナリティクス

      CXの継続的な向上に必要なインサイトを提供

    • オープンクラウド

      革新的なCXを実現するためのクラウドサービス

  • ソリューション

    業種別

    • ヘルスケア

      患者の安全を守るエクスペリエンス

    • 金融サービス

      パーソナライズされた体験の提供

    • BPO

      業務を効率化し収益性を高める

    • 政府機関

      信頼性の高いデジタルサービスの提供

    • 営業・資金調達部門

    課題別

    • 顧客ロイヤリティの向上

      オムニチャネルでのシームレスな顧客体験

    • クラウドへの移行

      オンプレミスからクラウドへの移行

    • 業務効率の向上

      AIと自動化によりオペレーターの離職率を改善

    • 収益の拡大

      接続率や成約率を改善し、ビジネスの成長を促進

    • 従業員エンゲージメントの向上

      従業員エンゲージメントを高める業務環境を実現

    • コンプライアンスの強化

      不正を未然に防ぎ、ビジネスと顧客を保護

    • コンタクトセンターのDX

      DXを実現するトータルソリューション

  • サービス

    サービス

    • ビジネスコンサルティング

      変革を成功に導くパートナーシップ

    • トレーニングと教育

      ニーズや要件に合わせた研修とトレーニング

  • リソース

    リソース

    • ブログ

      コンタクトセンターの最新トレンドとノウハウ

    • コンタクトセンター用語集

      コンタクトセンターの関連用語集

  • 会社情報

    会社情報

    • 会社概要

      NICEの企業概要

    • プレスリリース

      CXoneの最新情報とお知らせ

    • JALanguages
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • お問い合わせ
      • ログイン
      linkedinlinkedinlinkedinlinkedin
    • ホーム
    • 用語集
    • Closed-loop Action
    View a demo
    Get a quote
    Resource library

    On this page

    • What is Closed-loop Action?
    • What are the main characteristics of closed-loop action?
    • Explore Products
    • What can NICE do for you?

    • SCHEDULE A DEMO

    製品

    • CXone
    • Enlighten AI
    • 応対分析
    • AIチャットボット
    • AI自動要約
    • IVR
    • PRA
    • クラウド移行
    • 中小企業向け

    リソース

    • ブログ
    • 用語集
    • CCaaS
    • AIコールセンター
    • クラウドコールセンター
    • CX

    会社

    • 会社概要
    • プレスリリース

    もっと知りたいですか?

    ニュースレター購読登録

    STAY CONNECTED

    linkedinlinkedinlinkedinlinkedin
    • Terms of Use
    • Privacy Policy
    • Legal
    © 2025 NICE

    What is Closed-loop Action?

    A closed-loop action is a Voice of the customer (VOC) term that refers to the act of following up with customers who have provided either extremely positive or negative feedback. The goals of closed-loop actions are typically to rescue dissatisfied customers who might churn and acknowledge customers who provided positive input. Closed-loop actions also provide opportunities to gather additional feedback and strengthen relationships.

    Closed-loop actions are part of a comprehensive closed-loop process that begins with customer feedback or an event. Customer feedback can come from sources such as customer surveys, social media comments, and customer service interactions. Organizations need to act on the collective feedback as well as contact individual customers who are particularly unhappy or provided glowing input. Not closing the loop with a customer who expressed dissatisfaction can cause further harm to the relationship.

    Closed-loop processes can help organizations meet their business goals. When done right, closing the loop can reduce churn, demonstrate that the business is listening to its customers, and engage promoters (highly satisfied customers) in referral opportunities. Additionally, closed-loop processes can help organizations understand drivers of loyalty and make better decisions about their approach to customer experience.

    What are the main characteristics of closed-loop action?

    Closed-loop action involves a continuous feedback loop that comprises four main characteristics:

    By implementing closed-loop action, organizations effectively listen to their customers, identify areas for improvement, and take prompt actions to enhance the customer experience. This iterative process ensures that customer feedback is not only collected, but also acted upon, leading to meaningful and positive changes that foster customer loyalty and satisfaction.

  • Voice of the customer (VOC): VOC refers to the collection and analysis of, and action based on, customer feedback and insights through various channels such as surveys, reviews, social media, and customer support interactions. It involves capturing both quantitative data (ratings, scores, etc.) and qualitative data (comments, suggestions, complaints) to understand customer perceptions and expectations.

  • Feedback analysis and insights: Once customer feedback is collected, it is crucial to analyze and gain insights from the data. Feedback analysis involves identifying patterns, trends, and recurring themes in customer feedback. It helps to uncover pain points, areas of improvement, and opportunities for innovation. This step also involves categorizing feedback based on priority and impact on the customer experience.
  • Real-time action, action planning, implementation: While capturing and analyzing feedback, real-time alerts and follow-up actions can be automated. In addition, after gaining insights from the feedback analysis, the next step is to develop an action plan. This includes defining specific initiatives, projects, or improvements to address the identified issues and meet customer expectations. The action plan should include clear goals, timelines, and responsibilities for each action item. It is important to prioritize actions based on their potential impact and feasibility.
  • Feedback closure and communication: The final component of closed loop action is providing feedback closure to the customers who initially provided the feedback. This involves reaching out to customers who shared their feedback, updating them on the actions taken, and expressing appreciation for their input. This step helps to close the loop by showing customers that their feedback is valued and that the organization is actively working to address their concerns. Additionally, communicating the actions taken to the broader customer base or stakeholders can demonstrate the organization's commitment to continuous improvement.
  • How NICE is Redefining Customer Experience

    NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

    Back to Glossary

    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.

    Omnichannel interaction routing

    Digital and Voice Channels

    Automatic Call Distributor (ACD)

    Interactive Voice Response (IVR)

    Proactive Engagement

    Automated notetaking

    AI Copilots

    Interaction Recording

    Quality Management (QM)

    Performance Management (PM)

    Feedback Management

    Interaction Analytics

    Autopilot

    Proactive AI Agent

    Knowledge Management

    Experience Optimization (XO)

    CRM Integrations

    UCaaS Integrations

    Call Center Software

    Customer Experiences

    Enlighten AI for CX

    Interaction Orchestration

    Workforce Augmentation

    Service Automation

    Platform