NICE has released the “next generation” of Enlighten Copilot, its contact center virtual assistant, at Enterprise Connect 2024.
The virtual assistant supports agents and supervisors in delivering smarter interactions, personalized coaching, and task automation.
To do so, it already offers relevant, contextual information to agents during customer conversations, sends confirmation emails, and summarizes agent-customer conversations. It also coaches soft skills to agents, such as demonstrating ownership.
Now, NICE has added three new agent-facing capabilities.
The first generates real-time, conversational responses on the agent’s behalf – which they can review, tweak, and send to the customer.
Next, Enlighten Copilot can isolate compliance issues and upsell opportunities during a live call. It then notifies the agent who can address them.
Finally, NICE has expanded its contact summary feature to summarize interactions before handoffs – not only after the contact ends.
As a result, the agent who picks up the interaction understands the full context of what has happened so far. That means the rep can more quickly move to find a resolution, and the customer doesn’t have to repeat themselves.
In this sense, the Copilot also offers a powerful tool to enable the omnichannel contact center.
Yet, Enlighten Copilot 2.0 isn’t all about the agents. Indeed, NICE has also added three new supervisor-facing capabilities.
Already, the virtual assistant aided supervisors by offering real-time performance alerts and allowing them to schedule agent coaching sessions.
Now, it allows supervisors to surface more performance insights, including customer sentiment, speech patterns, and time to resolution.
It also integrates with native and third-party applications within CXone, enabling supervisors to initiate further staffing adjustments.
Lastly, the Copilot displays a side-by-side comparison of contact center KPIs against the sector-specific benchmarks taken from NICE’s Industry Benchmarks solution.
Commenting on all these new use cases, Barry Cooper, President of the CX Division at NICE, stated: “The next-gen NICE Enlighten Copilot is the industry’s leading AI-powered employee assist purpose-built for CX.
“Built from thousands of models trained on CX-specific interactions, NICE Enlighten Copilot amplifies skilled labor, automating repetitive tasks and delivering faster access to knowledge.
In combination with NICE Enlighten Actions, CX leaders can increase decision velocity and realize business goals faster, streamlining operations and ultimately driving exceptional customer experience.
The NICE Enlighten Actions solution Cooper highlights is a tool that digs up data-driven insights into business, and CX benchmarks by responding to questions with conversational answers.
Yet, it and Copilot are just two solutions within a burgeoning CX AI suite, which also features a virtual agent, routing, complaint management, and many other solutions.
The latest addition – also announced at this year’s Enterprise Connect event – is Enlighten XM.
Enlighten XM helps to add more customer context to LLM prompts, improving outputs and the performance of the other GenAI-fuelled solutions within the Enlighten portfolio.
That portfolio is currently flying off the shelves, with NICE recording a 375 percent year-over-year (YoY) increase in bookings for the CX AI suite last quarter.
Robin Gareiss, CEO and Principal Analyst at Metrigy, suggests that Enlighten Copilot may continue to deliver robust results for the CCaaS stalwart.
“Our research validates NICE’s approach with Enlighten Copilot,” she said. “Business leaders find significant value in leveraging CX-specific AI to both automate manual functions and augment mission-critical work of employees.
“Among those already using AI for CX, 66 percent rely on AI for quality management and 55 percent to review open-ended feedback from customers.
I can’t stress enough the competitive advantage companies will realize by using AI to automate analysis of customer feedback and workflows, as well as elevating supervisors from tactical to strategic roles.
For more from NICE on CX AI, check out our recent article: Contact Center AI Doesn’t Have to Be Difficult (or Expensive!)
