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Digital and Self-Service

Digital and Self-Service - Optimize Your CX

Smart self-service everywhere it’s needed.

Meet your customers wherever their journey begins and empower them to intelligently solve problems faster on their own

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Let’s talk digital.

Customer expectations have evolved. Their journey starts on a device. Now you can meet them there. Extend your reach to the earliest customer need, on any channel or device with digital and self-service.

Enlighten Autopilot

Elevate self-service experiences with an AI-powered virtual agent that guides customers. Guarantee accurate answers with trusted company knowledge and natural language chat.

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Conversational AI & Chatbots

The future is conversational. Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally to radically improve the automated experience.

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Knowledge Management

Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content, wherever they are.

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Proactive Conversational AI

Engage customers proactively. It’s a whole new era of proactive engagement where you know to contact your customer before they even know they need you.

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Web & Mobile Engagement

Proactive guidance everywhere. Remove friction across the digital journey by proactively delivering the right guidance at the right time.

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Interactive Voice Response (IVR)

Accelerate resolution, improve routing efficiency and cut costs with integrated, AI boosted voice self-service.

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Experience Optimization (Enlighten XO)

Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service.

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One Platform. One Experience. Total Orchestration.

CXone Mpower drives intelligent automation that redefines end-to-end customer service. On one AI platform, you can unify workflows, empower agents, and centralize knowledge to break down silos and drive service transformation at scale.

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Customer experience at its best.

Customers expect to be able to interact with your business through a variety of channels and receive the same level of support.

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The right information, at the right time.

Faster self-service leads to better experiences. CXone Mpower helps customers find what they’re looking for, while moving seamlessly between self-service and live agents.

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“95% of consumers say that customer service has an impact on their brand loyalty, citing easy access to digital channels, online self-service, and professional agents as important factors.”

NICE 2022 Digital-First Customer Experience Report

Related Resources

Resource Library

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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 customer support, please visit our support page to log into the Customer Community portal.

Digital and Self-Service: FAQs

NICE provides digital solutions and self-service with industry-leading knowledge management, AI-powered chat bots that utilize conversational and generative AI technology to offer proactive consumer support, powerful AI-backed contact center tools for supervisors and agents, interactive voice response (IVR) tools, web & mobile engagement, and workflow and experience optimization, to name a few. Get to know more about NICE's digital and self-service offerings on our product page.

To offer the highest quality CX at scale, it's critical to focus your efforts on proactive measures. CXone Guide continuously monitors pain points to optimize the online journey to drive customer engagement, ensuring customer loyalty and increased customer satisfaction at scale.

Enlighten Actions leverages specialized AI models for CX, the latest generative AI models, and advanced applications within CXone to gain faster access to data and analytics, all aimed at helping you close execution gaps and drive your business forward.

NICE CXone Expert is the industry’s leading cloud-native customer service Knowledge Management solution, meeting customers on any device at their point of need. From search engines to CRMs, web pages, conversational AI chat bots, and more, Expert ensures highly accurate and easily accessible self-service answers.

NICE conversational AI and chat bots are tailored specifically for CX and trained to handle complex queries in the most human-like manner, providing industry-specific interactions with brand-safe guardrails that provide superior customer support and save agents time.

Digital and Self-Service - Optimize Your CX

Smart self-service everywhere it’s needed.

Let’s talk digital.

Enlighten Autopilot

Conversational AI & Chatbots

Knowledge Management

Proactive Conversational AI

Web & Mobile Engagement

Interactive Voice Response (IVR)

Experience Optimization (Enlighten XO)

One Platform. One Experience. Total Orchestration.

Customer experience at its best.

The right information, at the right time.

“95% of consumers say that customer service has an impact on their brand loyalty, citing easy access to digital channels, online self-service, and professional agents as important factors.”

Related Resources

CX in the Era of Intelligent Self-Service

Digital-First Customer Experience Report

Build resilience with digital CX

Contact us

Digital and Self-Service: FAQs