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Tap Into a New Dimension of Understanding the Customer Experience

There’s no better way to meet customers’ expectations than to empower your front-line agents to be their best and to drive service excellence from any location.

Now, deliver extraordinary experiences using NICE Enlighten AI for Customer Satisfaction with Real-Time Interaction Guidance. NICE Enlighten AI leverages sophisticated, purpose-built behavior models that enable contact center agents to proactively self-correct in the moment – when it matters most. For the first time ever, businesses are driving customer satisfaction on every single interaction.

Real-Time Guidance Empowers Agents to Deliver Excellent Service

NICE Enlighten AI’s first-of-its-kind predictive behavioral models are derived from 20+ years of industry research, using billions of interactions. Real-Time Interaction Guidance accurately and immediately scores the specific agent behaviors proven to drive customer satisfaction. Easy to understand recommendations empower agents to deliver excellence on every single interaction.

Get a first-hand look at how NICE Enlighten AI is revolutionizing how businesses drive customer satisfaction, one conversation at a time.

AI-Enabled Contact Center Analytics for Dummies

Learn why AI-enabled contact center analytics empowers businesses to deliver extraordinary customer experience

Uncover Powerful Insights with AI Sentiment Analytics

NICE Enlighten AI includes sentiment scoring, which is a proven predictive indicator of customer satisfaction such as tNPS or CSAT surveys. Learn more about how to use contact center AI Sentiment Analytics to uncover powerful insights into how to create strong brand loyalty and improved customer experiences.

Read the white paper

The Proven Success of Smart AI-Based Analytics with NICE Enlighten AI

NICE Enlighten AI increases Customer Satisfaction and Employee Satisfaction both in real-time and post-interaction while providing clear, focused insights to deliver an immediate impact on your business. On average, our customers experience:

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30%
Increase in
CSAT

80%
Reduction in
Transactional Surveys

15%
Increase in
Operational Efficiency

70%
Decrease in
Manual Listening

30%
Increase in
Employee
Experience

Use NICE Enlighten AI Behavior Models to drive improved employee performance in a way that directly improves Customer Satisfaction.

Using NICE Enlighten AI to understand customer behaviors across all interactions delivers accuracy and consistency in a way that surveys fall short.

NICE Enlighten AI’s interpretive and predictive metrics enable faster time to insight, faster time to improvement, and overall improved operational efficiency.

NICE Enlighten AI replaces subjective interpretation and disputes with objective behavior scores that are consistent, accurate, and efficient with no manual effort.

Fair, consistent scoring of employee behavior on all their interactions with dashboards for every role opens opportunities for self-correction and real-time coaching.

Human Listening VS. AI Modeling

HUMAN LISTENING

  • Low Accuracy
  • Random Sampling
  • Subjective Interpretations

AI MODELING

  • High Accuracy
  • Quantified and Consistent
  • Objective Data Analysis

NICE Enlighten AI drives Customer Satisfaction by focusing every role in any location with easy to see, proven real-time and post-interaction metrics that measure those difficult to interpret, subjective behaviors that impact customer satisfaction. It produces objective insights into agent behavior immediately, accurately, with no bias, and no human effort.

Agents, team leaders, managers, and executives can monitor performance remotely, enabling every team and individual to focus on the same organizational KPIs no matter their location. In this way, businesses can maintain close connections with both employees and customers and drive continued excellence even in a remote work landscape.

Check out our latest and greatest

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WHITEPAPER

Analyst Perspective - Forrester Q&A on AI Analytics for CSAT

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WHITEPAPER

Aberdeen’s latest research into how businesses using AI are succeeding, and how using AI with real-time agent guidance maximizes performance and customer satisfaction.

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WHITEPAPER

Ventana Research discusses how truly transformational value gains from optimizing customer experiences have yet to be realized