CXone Mpower Proactive AI Agent

Overview

CXone Mpower Proactive AI Agent leverages data-driven AI to anticipate customer needs, determining the optimal timing and method for engagement before issues occur. It proactively guides customers toward the best outcomes, helping businesses achieve strategic goals such as increasing customer lifetime value and reducing operational costs. CXone Mpower Proactive AI Agent fully automates experiences for 90%+ of interactions. Unlike typical AI-powered virtual agents that have limited proactive capabilities and rely on handoff to a human agent for resolution, Proactive AI Agent preemptively engages all relevant customers in long-duration conversations across every industry sector, escalating to human agents only when necessary.