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NICE releases an AI-powered self-service platform

By Ryan Morris-Reade, Fri 23 Apr 2021

Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.

CXone Expert is an AI-powered knowledge management solution, aimed at reducing friction by projecting personalised content to customers seeking self-service while injecting insights throughout the customer experience. It claims to eliminate customer frustration with a self-service option.

NICE says that as a result of communication with customer service organisations, it believes consumers expect choice and flexibility. 

With the new platform, NICE takes digital channels it finds customers tend to look to first, from mobile applications and search engines to chatbots and websites, and provides the content it thinks the customer will find relevant.

The company says this solution will provide a seamless experience all the way to human assistance by giving agents the full context and the ability to see the customer’s journey, enabling constructive customer service.

“We face a new breed of next-generation consumers who live in a digital world,” says NICE CXone CEO, Paul Jarman. 

“They want smart self-service, and they would like to get things done digitally on their own if they can. With CXone Expert, we are helping companies apply smart self-service best practices using AI technology to meet consumer demand for faster, more convenient experiences.”  

According to the 2020 NICE CXone Customer Experience Transformation Benchmark, Consumer Wave, 8 out of 10 consumers are willing to do business with companies that offer self-service options, and only 61% agree that companies are offering easy and convenient self-service. 

It finds that while rating self-service channels, only one-third of consumers are highly satisfied. And that half of consumers who start with self-service report they are transferred to a live agent. Two-thirds of those transferred say they need to repeat the information they previously provided in the self-service channel. 

NICE says that its CXone Expert platform will help close that gap by showing agents what customers have already searched for and seen prior to submitting a case. This it claims will offer a seamless omnichannel experience.

“CXone takes a holistic approach to improving both agent and customer experiences, helping organisations of all sizes modernise and remain agile and resilient in today’s increasingly digital landscape,” says Jarman.

“CXone provides a comprehensive digital-first omnichannel offering in the Contact Centre as a Service market, as the first and only platform unifying best-in-class omnichannel routing, analytics, workforce optimisation, automation, and AI, on an open cloud foundation.”
 

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