NICE, the world’s leading provider of both cloud and on-premises enterprise software solutions, announced the launch of CXone Expert, a new comprehensive artificial intelligence (AI)-powered knowledge management solution. The software reduces friction by projecting personalised content to customers seeking self-service while injecting crucial insights throughout the customer journey. CXone Expert works to eliminate the frustration with today’s self-service experience by transforming bots into smart AI-based agents.
The solution will allow for a seamless experience all the way to human assistance by giving agents the full context and power over the customer’s journey to create an intelligent, constructive conversation.
Paul Jarman, CEO of NICE CXone, said:
“We face a new breed of next-generation consumers who live in a digital world. 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.”
If you are questioning how much people prefer self-service over agent service, here are some statistics. As per the 2020 NICE CXone Customer Experience (CX) Transformation Benchmark, Consumer Wave, 8 out of 10 consumers tend to do business with companies that offer self-service options. Still, only 61% say that companies are offering easy, convenient self-service. In terms of self-service channels, only a third of consumers are highly satisfied. Furthermore, half of consumers who begin with self-service report they are transferred to a live agent. Two-thirds of those transferred state they need to repeat the information they had already provided in the self-service channel.
CXone Expert will help close that gap by showing agents what consumers have searched for and seen prior to submitting a case. By taking a holistic approach to improving both agent and customer experiences, CXone supports organisations of all sizes with modernising and remaining agile in today’s digital landscape.
