Home
Products
Experience Optimization (XO)

Experience Optimization (XO)

Unlock data-driven self-service with AI.

Turn your interaction data and agent successes into intelligently optimized self-service for your customers.

View demo Request a quote

Automate successful flows.

Put your data to work

Take the guesswork out of development and leverage your own valuable data from voice and text interactions.

Understand complex needs

Leverage purpose-built CX AI that can understand multi-level customer intents across all verticals.

Focus on high-ROI intents

Uncover top automation opportunities, ranked by ease of automation and potential ROI.

Seamlessly deploy new flows

Break down each step agents took to resolve issues and turn those into new Autopilot flows without coding.

Get datasheet

Accelerate self-service success.

With AI models trained on the largest dataset of CX-specific interactions, Experience Optimization (XO) lets you use your own omnichannel interaction data to prioritize top automation opportunities by ROI and eliminate guesswork. XO identifies and understands customer intents and utterances, and mirrors top-performing agents to build effective self-service flows, deployed seamlessly over voice or digital channels via Autopilot.

Take a self-guided tour

Take a tour

Get automation right.

See how purpose-built AI for CX transforms your valuable interaction data into a path to success.

Watch demo

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

Achieve effective automation with data.

Experience Optimization is purpose-built AI for CX that analyzes omnichannel conversations to identify and understand customer intents, utterances, and agent tasks. Build truly intelligent workflows that drive containment and successful resolutions.

AI-driven intent identification

Uncover multi-layer customer intents using predictive AI models purpose-built for CX.

Automation score & intent prioritization

Prioritize use cases by ROI and make it easy to self-serve by giving customers what they are asking for.

Pre-built workflows

Automate new workflows based on the steps your top-performing agents took to successfully resolve issues.

Codeless deployment

Seamlessly push new flows to intelligent virtual agents without the need for manual coding.

“XO provides the data to make our self-service work.”

VP Digital CX, Financial Services

“The guessing game is done.”

Chatbot Developer, Global Media Brand

“Simply put, our self-service needed to get better, and XO got us on the path to success.”

Senior Director of Digital Experiences

Related Resources

Resource Library

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.

Experience Optimization FAQs

CXone Mpower Experience Optimization (XO) leverages the largest CX-specific dataset of conversational interactions to understand customer intents using advanced AI. It analyzes businesses’ existing voice and text conversations to identify top automation opportunities, tasks agents complete to resolve inquiries and map the optimal workflows.

By analyzing top-performing agents' behaviors and workflows, CXone Mpower XO designs self-service to mirror top-performing agents, increasing digital resolutions and improving customer experience.

By continuously learning from all voice and text conversations, XO's purpose-built AI for self-service discovers customer intents, utterances, agent workflows, and the top ROI opportunities so businesses can quickly build self-service that resolves more interactions in digital channels.

Ingest timeframes are defined in the DEF workflow and set at deployment time. These timeframes can be as often as is desired to meet the customer’s needs, within the limits supported by the data source(s).

XO's key differentiators in the conversational AI space are its ability to use AI to learn from conversational data across all channels combined with the largest multi-industry collection of out-of-the-box intents purpose-built for CX, prioritization of top automation opportunities by ROI, and codeless integration of intents, utterances and optimal agent workflows into CXone Mpower Autopilot.

Basic analyst skills
Familiarity with contact center metrics such as duration, sentiment, interaction volume, etc.
Ability to use filters of various types to create Target Media Sets to identify the interactions of interest on which to run an CXone Mpower XO project.