Customer experience platform provider NICE has announced a partnership with enterprise AI firm Amelia on a conversational AI solution.
CXone SmartAssist brings together the analytics capabilities of NICE’s CXone platform with Amelia’s conversational AI technology to help companies build more effective and flexible self-service options.
“Consumers are increasingly engaging in digital conversations and prefer brands that provide 24/7 support in the way they prefer, and they have quickly come to expect an effortless experience in their moment of need,” said Paul Jarman, CEO NICE CXone.
“AI-powered technologies enable these customer-controlled experiences through the rapid delivery of personalised services and end-to-end care. The out-of-the-box machine learning-imbued intelligence powered by Amelia will help organisations digitally transform through automation and cognitive technology to lower costs, improve productivity and grow their business.”
Digital Transformation Through Automation
The solution learns for every interaction to expand the connections it can offer, solving customer requests without the need for human support. In addition, it also allows companies to tailor unique and custom virtual assistants suited for specific industries and use cases. That’s enabled by an interactive interface which offers suggestions and guidance.
SmartAssist also utilises data from the NICE Enlighten AI product, a purpose-built AI for customer engagement, to provide solid foundations of understanding for the no-code solution.
“Human-machine collaboration adds significant value for businesses, employees and customers alike. Conversational and self-learning AI like CXone SmartAssist, powered by Amelia, is a significant differentiator for any business, delivering the best elements of human interactions to everyday user experiences,” said Scott Kohn, Chief Channel Officer, Amelia.
“Add to that the enormous interactions data pool supplied by NICE’s CXone and Enlighten AI, and you’ve got a very sophisticated and unique digital employee that is capable of recalling a volume of business logic that’s needed to really understand how your customers interact with your business.”
