Top five strategies to maximize the value of AI in CX
Unlocking AI transformation at scale. World-leading brands are already using these strategies to achieve faster outcomes, deeper loyalty, and smarter growth.
Unlocking AI transformation at scale. World-leading brands are already using these strategies to achieve faster outcomes, deeper loyalty, and smarter growth.
Real execution, real transformation, real results
Organizations who treat it otherwise will fall behind. To compete in this new era and maximize the value of AI in CX, you need a foundation built for customer service, where every interaction is faster, smarter, and more human.
Purpose-built CX AI at the core of a CX platform converts insight to action in real time, powering outcomes across your entire organization. Now is the time to make bold decisions and take bold action.
“Today, AI is bolted on. But to deliver real impact, it must be integrated into core processes, becoming a catalyst for business transformation rather than a sidecar tool.” McKinsey, Seizing the agentic AI advantage
Gartner predicts that by 2029, “agentic AI will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30% reduction in operational costs.”
Gartner, CIO’s Guide to Strategic Technology TrendsCombine foundational models with specialized CX models using AI orchestration
Store and recall context to personalize every customer interaction with Experience Memory
Optimize results across a complete suite with connected intelligence
Bring your own data, models, and apps on an open and flexible foundation
Track ROI in real time with built-in AI observability
Five strategies, one platform
Synthesize these top five strategies to create the ultimate purpose-built AI platform that powers every experience, every action and every outcome with contextual precision and accuracy on a foundation for real, scalable transformation.
Imagine using the same general purpose AI model for every task across your entire company. Doesn't sound very smart or efficient, does it? So why would you do that for customer service? Instead, select an AI platform with AI orchestration that dynamically combines foundational models with specialized CX models, applying the right intelligence for each use case in real time.
AI orchestration drives smarter decisions and scales them across every task, based on the moment, the context, and the goal — all actuated from the core of the platform. General-purpose and domain-specific AI working together, delivering the best outcomes for your consumers, while increasing productivity and driving real cost savings.
When you remember, you deliver faster service and increase customer happiness. Experience Memory recalls customer history, intent, and preferences so you don't have to ask, and your customers never have to repeat themselves.
Experience Memory powers faster, proactive, and memorable experiences at scale, creating the "wow" effect. It turns one-time customer transactions into long-term relationships.
Connected intelligence is the fuel that fires agentic AI systems across a unified AI platform, synchronizing every customer moment and operational workflow for maximum efficiency and effectiveness.
Success with AI doesn't come from a single feature — it comes from intelligence that flows through a unified AI platform.
An open and flexible customer service AI platform is a must-have to meet your unique needs now and in the future.
A flexible platform with pre-built connectors lets you quickly plug into your existing systems and expand as you grow.
The right intelligence needs to be at your agent or bot's fingertips exactly when it's needed.
Bring your own AI models, plug in third-party applications, connect external data, and migrate on your own terms.
It's time to close the gap between AI use and AI observability to drive iterative improvements and sustained value creation.
AI observability brings visibility, control, and accountability to AI-powered customer service.
Dashboards show adoption, performance, and value, all in real time.
“With NiCE’s data integration, automation and real-time guidance, we knew we'd hit a gold mine.” — James Mills, IT Supervisor
Those who use AI for CX extensively are 41% more likely to report that AI brings significant value to their company. In fact, they are 43% more likely to improve customer satisfaction and 62% more likely to improve sales.
Maximize the value of AI in CX with an AI platform with:
“Real transformation happens when we empower teams, elevate technology and rethink experiences. NiCE has helped us reimagine CX, meeting today’s demand for digital self-service while advancing our AI and automation.”
“The pace of AI-powered transformation is such that traditional operations simply can’t keep up, and brands are having to fundamentally rethink and reimagine how they deliver customer service for the exponential consumer. With this comes a potentially transformational opportunity for brands who embrace CX platforms that embed purpose-built AI to elevate customer experiences while achieving significant productivity gains and savings.”
Jeff Comstock, President, CX Product & Technology NiCE