NICE has unveiled its CXone MPower solution, promising to “exponentially boost” overall customer experience performance.
The new innovation combines the company’s CXone, Copilot, Autopilot, and Actions tools in what NICE is dubbing the “world’s first and only CX-aware AI platform.”
By aligning these solutions in a single offering, Mpower is able to deliver advanced augmentation, effortless skill transfer between humans and AI, and enhanced AI memory-based awareness.
Users will also benefit from the solution’s AI-leveraging capabilities, which allow it to insert contextual insights at key moments throughout the customer journey.
The Three Core Components of CXone MPower
In its search to meet the “demand for a complete CX AI offering,” the solution was designed to combat the following three mission-critical areas of CX:
- Immediate Augmentation
CXone Mpower uses smart, memory-driven AI to boost employee performance through copilot and automation features.
Integrating augmented intelligence into employee workflows helps employees work smarter and faster without additional effort.
- Advanced Skillability
The solution facilitates dynamic skill transfer between humans and AI using “skillability” and reverse-prompting.
It achieves this by integrating automated intelligence into CX operations, which allows virtual agents to understand consumer intents, remember preferences, and resolve issues with the cognitive awareness and efficiency of top-performing employees.
- Fully Aware Proactive Service
By integrating with every touchpoint and application within an organisation, the tool can deliver comprehensive perception.
This complete “CX awareness” enables the delivery of personalised experiences at scale by proactively recommending actions, optimising processes, and creating new solutions.
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