Self-service AI agent

First-gen chatbots rely on a combination of human guesswork and labor-intensive data analysis to identify and build new bot flows.

More advanced, next-gen virtual agents have improved natural language processing, and many offer a way to import intents and utterances in from other data sources, or a native keyword spotting capability to help surface possible customer intents. However, many still require some amount of human-in-the-loop work, and most cannot import entire conversational flows.

Autopilot differs from these options with not only seamless identification of customer intents and utterances, but the ability to analyze and break down entire conversational flows—all the steps and tasks that agents undertake from intent identification to issue resolution. This analytical power is possible because Autopilot leverages Enlighten, NICE’s AI models trained on the world’s largest labeled and validated CX dataset. Autopilot also offers a no-code process for turning these agent flows into new bot flows, massively accelerating its speed-to-value and ensuring great customer experiences while delivering much better containment than traditional bots.

Autopilot delivers exceptional self-service containment, which in turn relieves the problems of an overburdened contact center—high overhead costs, agent burnout and turnover, long hold times, inconsistency, and more. The operational cost savings offered by Autopilot can be transformative, allowing businesses to reinvest in other priorities, grow, and gain a competitive edge.

At the same time, Autopilot drives customer satisfaction with frictionless conversational experiences and 24/7 availability.

For businesses that want to invest in AI and digital self-service but are not sure where to begin, Autopilot offers a data-driven approach with clear prioritization of customer needs. Autopilot’s native data analysis capabilities give businesses greater insight into their customer experiences, tipping them off to emerging issues and allowing them to continuously build upon their existing self-service flows. Even businesses with robust analytics can benefit from the way Autopilot makes data actionable with codeless deployment of new flows.

Typically, containment is the performance metric that matters most to customers when they are quantifying their Autopilot ROI, as it correlates most directly to cost savings. If you have data around your contact center’s average cost per contact/call and the number of interactions your business handles per year, the NICE team can use our self-service containment benchmarks to help you calculate an accurate, conservative ROI.

Many customers also consider factors like customer loyalty, satisfaction, and lifetime value when quantifying ROI.

Yes! As part of the most open CX platform, CXone Mpower, Autopilot can integrate with your back-office business systems (CRM, knowledge management, order management, support ticketing, etc.) to see customer needs through to resolution.

Autopilot can handle complex or simple tasks—anything from checking order status or upgrading a reservation to carrying out multi-step processes like resolving support inquiries or answering questions with up-to-date information that requires pulling information from various knowledge sources or making multiple API calls.

Autopilot can also serve as the “front door” of your customer experience, receiving all inbound voice or digital contacts, resolving top intents within conversational voice or digital self-service experiences, and intelligently routing contacts that require a human agent to the proper recipient.