NICE announced another NICE Enlighten AI breakthrough innovation – the combination of AI and NICE Satmetrix Voice of the Customer. NICE Enlighten AI Feedback powers organisations to identify and turn customers into loyal net promoters by leveraging automation and deploying real-time hyper-personalised, contextual, conversational surveys at scale. The feedback platform expands closed loop efforts, quickly resolves customer issues, and prevents churn. The platform is also efficient at preventing costly repeat calls from unsatisfied customers.
Contact centre leaders are constantly looking for ways to improve satisfaction and loyalty but fail to find the right tools to take agile action with at-risk customers to efficiently and quickly resolve their issues. Enlighten AI Feedback deals with this by expanding upon NICE Satmetrix Voice of the Customer using unique AI models to proactively achieve even higher levels of customer satisfaction and loyalty with reduced time and effort at enterprise scale.
Omer Minkara, Aberdeen Vice President & Principal Analyst, said:
“Today, firms learn causes of customer churn after losing their clientele. Modern contact centers don’t need to pay such a high price of frustrating or losing their clientele. Contact centers using AI capabilities achieve 2.3x greater improvement in first contact resolution rates, 3.5x greater annual increase in customer satisfaction rates, and an 11.5x greater annual improvement (decrease) in service costs.”
A recent NICE survey revealed that 92 percent of contact centre decision makers saw increased interaction volume. On top of that, in the last year NICE saw a 100 percent year-over-year increase in its customers’ digital interactions volume. Customer loyalty has been more difficult to maintain, as 84 percent of consumers say they are likely to switch brands after one bad customer service experience. Organisations of all sizes invest in improving customer service with an AI-powered holistic Voice of the Customer programme.
Enlighten AI Feedback, the infusion of Enlighten AI with NICE Satmetrix Voice of the Customer:
- Listens to and interprets 100% of interactions to transform subjective behaviors into objective insights without bias, using no human effort
- Eliminates the need for human listening to understand agent performance and identify customer churn threats, while providing more precise information
- Based on the context of the interaction, deploys real-time hyper-personalised, contextual, conversational surveys that expand closed loop efforts to improve customer satisfaction and increase lifetime value
- Uses pre-trained models that drive proactive, predictive, and prescriptive action to improve operational efficiency of closed loop efforts at scale
- Accelerates agile actions to resolve customer issues and prevent churn.
Barry Cooper, NICE Enterprise Group President, said:
“Enlighten AI Feedback is yet another market-first offering from NICE that demonstrates our continued commitment to infusing AI and automation across our complete portfolio.”
“With this latest innovation that leverages NICE Enlighten AI out-of-the-box predictive behavioral models, companies can now proactively identify unresolved customer issues and act on them to provide extraordinary service and retain high-value customers.”
