Agent AI

Transform CX and reduce operating costs

Improve every interaction with proven, purpose-built AI and automation that improves customer experience and brings big cost savings.

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The world’s best brands trust NiCE to power 15B+ interactions a year

AI orchestration for effortless experiences your customers expect

Learn how you can drive the best outcomes for your customers, boost efficiency and generate cost savings across your business by combining CX specific models with general purpose models.

AI is your wingman

Streamline experiences for customers and agents with AI built to predict what comes next, lend a hand, and do it all in the right context, every time.

Resolve interactions quickly

Deliver the answers your customers need faster with help from AI-powered workflows built on billions of real-life CX conversations.

Get smarter guidance over time

Continuously increase value using a CX platform with AI at the core, that delivers transformation and measurable ROI through growth, efficiency, and loyalty.

Take the shortest path to value

See exponential ROI with automated CX insights and actions, on a scalable platform built to bring you real savings quickly.

Maximize the value of AI in CX

Unlock AI transformation across the enterprise with an AI-first platform for Customer Experience.

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

Find out even more about
purpose-built AI for CX

Discover how the brains behind CXone

Mpower make it all happen.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

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Frequently Asked Questions

Purpose-built AI for CX, embedded across the CXone Mpower platform, uses AI-driven CX insights to automate the entire customer journey across 100% of interactions in every channel. It ensures each customer receives fast, personalized service by dynamically routing interactions, supporting agents during conversations, and continuously learning from each engagement.

AI orchestration on the CXone Mpower platform brings together the strengths of NiCE’s CX-specific models with the general knowledge of LLMs to deliver the most effective automation for each task. This makes the platform’s automations more precise, scalable, and in context for everything from simple queries to complex workflows.

With intuitive editors and access to purpose-built AI for CX, third-party LLMs, and BYO models, businesses can tailor the platform’s AI behavior to fit their processes, compliance needs, and customer expectations. It’s low-code, so there’s no deep technical expertise needed.

With the CXone Mpower platform, you can use AI to drive smart interaction routing, boost workforce forecasting efficiency, generate evaluation forms, and get real-time automated CX analysis. You’ll increase efficiency, reduce costs, and deliver consistent service quality—all while giving teams time for more complex customer interactions.

CXone Mpower Experience Optimization (XO) taps into the industry's largest dataset of historical CX conversations to find high-ROI ways to automate processes. It then analyzes voice and text interactions to find common customer questions and issues and examines the behavior of your best agents. Finally, it creates scalable self-service workflows that satisfy customers and free up your team for bigger issues.

Definitely. The platform includes pre-built, proven workflows based on billions of CX interactions, so you can get started fast. These workflows are designed to solve real-world challenges, so you can see an immediate impact in your self-service and assisted service channels.

CX specific models remember what they learn and are always adapting. They learn from every interaction in real time and improve predictions, recommendations, and decisions to keep up with changing customer behaviors and business goals.