NICE, Google Cloud, Partner on Automated Self-Service

The partnership will see NICE’s CXone customer experience platform integrated with Google AI

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NICE, Google Cloud, Partner on Automated Self-Service
Contact CentreInsights

Published: November 18, 2021

William Smith

Cloud customer experience platform NICE has announced a new partnership with Google Cloud on automated self-service systems integrating with traditional contact centres. 

NICE offers virtual contact centre solutions on a unified cloud platform. Its CXone cloud customer experience platform features specific CX capabilities such as smart routing to connect customer with the most suitable resources via its Enlighten AI solution. 

The partnership will see NICE’s CXone platform integrated with Google Cloud Contact Center Artificial Intelligence APIs which enable Google AI in the contact centre. 

The companies said the partnership would bring natural language capabilities to self-service bots, as well as agent-oriented virtual assistants. 

New features enabled by the partnership include: 

  • The CXone Virtual Agent Hub, which provides expanded self-service capabilities via conversational bots using the no-code Google Cloud Dialogflow solution 
  • Google Cloud’s Agent Assist, which provides automated knowledge support in real-time during customer interactions. 

“As AI-powered virtual assistants continue to become a more crucial part of the customer service mix, contact centres want flexibility and choice in deploying conversational AI bots,” said Paul Jarman, NICE CXone CEO.

“Our collaboration with Google Cloud illustrates our commitment to innovation and integration with leading providers. We’re proud to provide contact centres with the freedom to adopt AI easily and quickly and drive next-gen, digitally fluent customer experiences.” 

Self-service is fast becoming a priority for many organisations. According to Metrigy’s Customer Engagement Transformation: 2020-21 Research Study, 36% of companies had AI-enabled self-service in place in 2020, with a further 36% planning to adopt the technology by the end of the current year. 

NICE recently debuted a new suite of applications on its CXone platform, known as CXi. The applications are geared towards CCaaS, WFO, analytics, AI and self-service, with Paul Jarman saying at the time:  

“The traditional service approach misses the full journey and set of customer needs. Owning every digital doorstep and mastering each of them to provide meaningful experiences to customers is not only an incredible engine for meaningful disruption and market differentiation but is also crucial for true customer satisfaction and brand loyalty.” 

 

 

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