CXone Mpower Experience Optimization (XO)

Overview

Experience Optimization (XO) is an AI solution that makes it easy to design and deploy intelligently optimized, data-driven self-service. It analyzes customer conversations to identify intents for automation, break down conversations into the steps agents took to resolve common issues, and automatically train bots and design new self-service flows based on this data. Leveraging data from omnichannel CX interactions along with purpose-built AI models trained on our extensive, CX-specific dataset, it provides actionable insights for businesses, enabling them to streamline service, drive containment, and enhance customer satisfaction.