NICE Digital - Customer Service Automation

Mpower Guide: Proactively Engaging Visitors and Offering Support

Mpower Guide is designed to help businesses engage website visitors proactively by offering real-time guidance and support during their digital journeys. By using engagement rules, businesses can strategically display helpful content, offer multiple communication channels, and improve conversion rates while addressing visitors' struggles.

Guide works by defining entry points and proactive offers on your website. Entry points could include buttons or links that redirect visitors to available digital channels (e.g., chat, knowledge base articles, or AI-powered bots) for immediate assistance. Proactive offers are pop-up messages that appear based on predefined triggers, such as when a visitor spends a certain amount of time on a page or exhibits specific behaviours, offering them the chance to access a relevant resource.

For example, a website administrator could use Guide to create entry points for different messaging channels, like WhatsApp, Apple Messages for Business, or live chat, allowing visitors to select their preferred communication method. Additionally, they can configure proactive offers to display helpful knowledge base articles when visitors linger on pages like shipping preferences, ensuring that visitors get the information they need when they need it.

Guide helps improve the customer experience by providing users with multiple engagement options and answers to common questions in a seamless, proactive manner. Importantly, Guide is used in conjunction with other CXone products like Mpower Expert for knowledge management. This integration allows businesses to provide real-time access to rich content and intelligent customer support across multiple channels, ensuring visitors are seamlessly directed to the most relevant and up-to-date resources.

Mpower Autopilot: Enabling Customer Self-Service with Conversational and Agentic AI

Mpower Autopilot, now powered by Cognigy, represents the next evolution of NICE’s Conversational AI. By combining NICE’s Enlighten AI and Cognigy’s advanced low-code orchestration and agentic capabilities, Autopilot delivers a new level of intelligent automation and personalisation across every interaction.

Built on a foundation of Machine Learning, Natural Language Processing (NLP), Natural Language Understanding (NLU), and Large Language Models (LLMs), Mpower Autopilot empowers organisations to create rich, human-like experiences that drive customer self-service, reduce operational effort, and ensure consistency across all touchpoints.

With pre-trained Enlighten models and domain-specific AI for travel, retail, and finance, Autopilot can accurately identify and understand customer intents while mapping successful human-managed journeys. These journeys can then be automatically exported into Autopilot’s Conversation Builder, where teams can rapidly create, test, and deploy intelligent automation flows — saving hundreds of hours previously spent on manual intent design.

Through its new agentic capabilities, Autopilot can now autonomously take actions on behalf of the customer — such as updating bookings, processing refunds, or checking order status — by connecting securely to back-end systems via APIs. This allows Autopilot not only to converse intelligently but to act intelligently, completing end-to-end tasks that once required human intervention.

For more complex interactions requiring empathy or nuanced judgment, Autopilot seamlessly hands over the conversation — along with full context and history — to a human agent, ensuring a frictionless experience and maintaining conversation continuity.

Deep integration with third-party platforms such as Salesforce, HubSpot, and ServiceNow enables Autopilot to access and utilise customer data in real time. This ensures that every interaction is contextually aware and tailored to the individual, bridging the gap between AI-driven automation and human expertise.

By blending NICE’s Enlighten AI insights with Cognigy’s orchestration layer, Mpower Autopilot delivers measurable impact:

• 63% containment rate for automated interactions

• 27% reduction in time to resolution

• 37% higher first-contact resolution

• 44-point increase in NPS

With Mpower Autopilot powered by Cognigy, NICE enables truly agentic AI experiences — where conversations lead to actions, and automation extends beyond self-service to intelligent, outcome-driven resolution.

Mpower Expert: Knowledge Management for Seamless Customer Service

Mpower Expert is the knowledge management solution within the NICE CXone platform, designed to ensure that agents and customers have instant access to accurate, relevant information. By centralising knowledge sources, Expert enables quick, reliable responses to customer queries and enhances self-service capabilities.

Expert can be integrated with Mpower Autopilot and Mpower Copilot to provide agents and AI systems with real-time access to up-to-date knowledge across multiple sources, ensuring that responses are consistent and contextually relevant. Customers can also use Mpower Expert's search capabilities to get AI-driven, context-aware answers directly, enhancing the self-service experience.

By leveraging AI-driven search and generative capabilities, Expert allows agents to access comprehensive knowledge in real time, while customers benefit from intelligent, automated support. This integration with Autopilot and Copilot ensures that customers are provided with relevant answers, whether they are engaging with AI or an agent.

Mpower Copilot: Empowering Agents for More Efficient, Intelligent Service

Mpower Copilot (known in the open market as Agent Assist or Agent Recommendations via LLMs) is NICE’s AI-powered assistant designed to elevate agent performance by automating routine tasks and delivering real-time, context-aware support throughout every customer interaction.

Powered by Large Language Models (LLMs) and Enlighten AI, Mpower Copilot draws on data from NICE Expert and other enterprise systems to provide intelligent recommendations, pre-drafted responses, and AI-generated insights that help agents work smarter, not harder.

Unlike Guide, which offers structured, workflow-based guidance, Mpower Copilot acts as a dynamic digital teammate, continuously analysing conversations and automating key tasks such as:

• Real-time transcription and sentiment analysis

• Response recommendations contextualised to customer tone and intent

• Automatic task completion — e.g., updating CRM fields, triggering workflows, or scheduling follow-ups

• Conversational summarisation across multiple formats, including:

  • Real-time summaries during a live conversation for instant context

  • Transfer summaries when handing over to another agent or team

  • Journey summaries providing a holistic view across channels and interactions

  • Post-conversation summaries detailing customer intent, sentiment, and resolution actions, which can be automatically sent to CRM systems like Salesforce for future reference

By automating these time-consuming elements, Mpower Copilot enables agents to focus on what matters most — solving complex or emotionally sensitive issues that require empathy and human judgement.

Through seamless integration with other CXone applications and third-party systems, Copilot delivers an end-to-end assistive experience, reducing effort, improving accuracy, and accelerating case resolution. The result is faster service, higher agent confidence, and measurable improvements in operational efficiency and customer satisfaction.

With Mpower Copilot, NICE is redefining the agent desktop — transforming it from a tool for managing tasks into a proactive, AI-augmented workspace that empowers agents to deliver exceptional service at scale.

Mpower Copilot Supervisor: Supervising Agents with Real-Time Insights

While Mpower Copilot focuses on supporting individual agents, Mpower Copilot Supervisor is designed for supervisors to monitor and manage agent performance. It provides supervisors with real-time insights into ongoing customer-agent interactions, helping them track agent performance, customer sentiment, and interaction quality.

Mpower Copilot Supervisor allows supervisors to identify issues early, intervene when necessary, and offer guidance or coaching to agents in real time. This tool is essential for ensuring agents are performing at their best, enabling supervisors to act proactively before small issues escalate into bigger problems.

In essence, Mpower Copilot Supervisor is all about empowering supervisors with the tools and insights needed to manage and improve agent performance effectively.

Mpower Actions: Automating Insights and Decisions

Mpower Actions is part of the Mpower Autopilot system and allows supervisors and agents to act on insights derived from customer interactions in real time. Unlike traditional rule-based automation, Mpower Actions uses AI-driven natural language processing (NLP) to automatically generate performance queries and provide actionable insights based on the data gathered from ongoing customer interactions.

For instance, a supervisor might ask, "How is Agent X performing today?" or "What is the sentiment for all my agents this week?" Mpower Actions then processes these queries and provides data-driven recommendations that help supervisors make informed decisions, such as adjusting workflows or coaching an agent on specific skills.

Mpower Actions is particularly powerful because it allows real-time decision-making, helping supervisors take immediate action based on up-to-the-minute insights. It enhances the data-driven nature of customer service, allowing for faster, more effective responses to emerging trends or issues.

Summary of Key Differences:

Conclusion:

Each tool within the NICE CXone platform plays a unique role in enhancing the customer service experience. Whether it's automating customer self-service with Mpower Autopilot, providing real-time support to agents through Mpower Copilot, or offering a robust knowledge management solution with Mpower Expert, these tools are designed to work together seamlessly to help organisations deliver outstanding customer experiences.

By leveraging the power of AI, machine learning, and generative technologies, NICE CXone's suite of products enables businesses to improve their customer service operations, reduce costs, and increase efficiency across all touchpoints, from the web to the call centre and beyond.