NICE Digital Portfolio

CXone Guide: Proactively Engaging Visitors and Offering Support

CXone 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 CXone 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.

Enlighten Autopilot: Enabling Customer Self-Service with Conversational AI

Enlighten Autopilot is NICE's Conversational AI Solution, leveraging Machine Learning, Natural Language Processing (NLP), Natural Language Understanding (NLU), and Large Language Models (LLMs) to deliver intelligent, automated customer service. Designed to streamline customer journeys, Enlighten Autopilot encourages self-service, enabling customers to resolve issues independently through AI-driven automation.

By utilising pre-trained models and historical data, Enlighten Autopilot can accurately identify and understand customer intents and map out their journeys. These journeys can be seamlessly exported into Autopilot's Conversation Builder, allowing organisations to quickly create sophisticated automations, dramatically reducing the time and effort spent workshoping customer intents, phrases, and ideal journey flows. This automation not only accelerates speed to value but saves businesses hundreds of hours in manual setup.

When combined with Generative AI and Large Language Technology, Enlighten Autopilot can create truly personalised conversational experiences that adapt to each customer's unique needs.

Enlighten Autopilot promotes self-service by empowering customers to get instant answers without waiting for an agent. However, for more complex queries where human expertise is required, Autopilot can seamlessly escalate conversations to the appropriate team or skill group within your organisation, ensuring a smooth transition and continuity in the customer experience.

Furthermore, Enlighten Autopilot integrates with third-party systems, such as CRM platforms (e.g., Salesforce, HubSpot), and other essential business tools through APIs. This enables Autopilot to access and utilise valuable customer data, ensuring responses are contextually relevant and tailored to each customer’s history and preferences. These integrations help deliver a unified customer experience, bridging the gap between AI-driven automation and human expertise.

CXone Expert: Knowledge Management for Seamless Customer Service

CXone 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 Enlighten Autopilot and Enlighten 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 CXone 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.

Enlighten Copilot: Empowering Agents for More Efficient Service

Enlighten Copilot (also known in the open market as Agent Assist or Agent Recommendations via LLMs) is an agent-assist tool that helps agents work more efficiently by automating many of the routine, time-consuming aspects of customer interactions. Enlighten Copilot is designed to enhance agent productivity by providing real-time suggestions, context-specific responses, and AI-driven insights drawn from sources like NICE Expert (knowledge management) and historical data.

In contrast to Guide, which is more focused on structured guidance, Enlighten Copilot provides dynamic assistance, automating tasks like summarising conversations, suggesting responses, and tracking sentiment. By handling these routine tasks, Enlighten Copilot allows agents to focus their time and energy on more complex or sensitive issues that require human empathy and expertise.

Additionally, Enlighten Copilot integrates seamlessly with other systems, allowing agents to respond faster and more effectively, with fewer clicks or searches. It leverages Large Language Models (LLMs) to provide intelligent suggestions based on the specific context of each customer interaction, making it a highly effective tool for real-time decision support.

Enlighten Copilot Supervisor: Supervising Agents with Real-Time Insights

While Enlighten Copilot focuses on supporting individual agents, Enlighten 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.

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

Enlighten Actions: Automating Insights and Decisions

Enlighten Actions is part of the Enlighten Autopilot system and allows supervisors and agents to act on insights derived from customer interactions in real time. Unlike traditional rule-based automation, Enlighten 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?" Enlighten 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.

Enlighten 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 Enlighten Autopilot, providing real-time support to agents through Enlighten Copilot, or offering a robust knowledge management solution with CXone 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.