Key Takeaways:
NICE recently announced that its Enlighten Copilot has won the Best AI-based Solution for Customer Experience category in the annual AI Breakthrough Awards.
Now in its seventh year, the AI Breakthrough Awards recognize the world’s most innovative companies, technologies, and products in the artificial intelligence sector. The awards aim to highlight trailblazing AI industry innovators across a comprehensive array of categories.
Exciting News! NICE’s Enlighten Copilot has been selected as the winner of the “Best AI-based Solution for Customer Experience” in the annual #AI Breakthrough Awards.
Read the press release to learn more: https://t.co/OD20bU8rAS pic.twitter.com/45M8Fs9lzE
— NICE (@NICELtd) August 29, 2024
Enlighten Copilot is NICE’s generative AI solution designed for conversational AI. It offers customer service employees a by-their-side experience, providing an empowerment booster through accurate, informed, and brand-specific prompts.
The solution suggests next-best actions that integrate both behavioral and technical aspects. According to NICE, Enlighten Copilot is engineered to provide smarter guided interactions, AI-driven personalized coaching, and to offload repetitive tasks, which collectively enhance both employee and customer experiences.
Cooper also emphasized the solution’s role in improving the understanding of customer interactions:
The Enlighten Copilot is integrated within the CXone Agent workspace, enabling employees to deliver enhanced customer experiences in less time.
The solution combines real-time transcription, knowledge content, purpose-built AI models for CX, and generative AI (GenAI) to suggest personalized and timely responses that customer service agents can immediately deploy during customer interactions.
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The AI Breakthrough Awards program is an initiative of Tech Breakthrough, a market intelligence and recognition platform that honors excellence in artificial intelligence technologies, services, companies, and products.
The awards program aims to provide public recognition for achievements across categories such as AI Platforms, Robotics, Business Intelligence, AI Hardware, Natural Language Processing (NLP), and Computer Vision.
NICE has established a substantial presence in the AI-powered customer experience, with over 25,000 organizational clients in more than 150 countries.
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This includes partnerships with over 85 of the Fortune 100 companies, underscoring its commitment to transforming and elevating every customer interaction.
Enlighten Copilot leverages AI capabilities to support employees in real-time, offering suggestions for more effective customer engagement.
The solution is particularly noted for its ability to dynamically transfer skills between humans and AI, enhancing the efficiency and capability of the workforce.
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It promotes a deeper understanding of customer intents and preferences, thereby enabling a more responsive and adaptive customer service approach.
Through its recognition as the Best AI-based Solution for Customer Experience, NICE demonstrates its ongoing dedication to enhancing customer and employee experiences using cutting-edge AI technology.
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