NICE has released FluenCX, a new product suite that analyzes customer interactions to pinpoint automation opportunities.
It then matches the opportunity to the best-placed solution – whether that is self-service driven, bot-led, or human-assisted.
With such an offering, NICE makes its robotic process automation (RPA) capabilities more readily available to customers.
As such, the vendor plays to its strengths as the only contact center provider to have achieved leader status in the 2022 Gartner Magic Quadrants for CCaaS and RPA.
Meanwhile, it also works closely with Amelia on Conversational AI, a figurehead of the field, to build up an expansive self-service portfolio.
Discussing how each of these capabilities funnels into FluenCX, Barry Cooper, President of the CX Division at NICE, stated:
Brands can seamlessly identify the best opportunities to improve automation and plug service gaps. This propels customer experience beyond the contact center and reinforces the value and flexibility of a single, cloud-native platform to reduce costs while increasing customer satisfaction.
How Does FluenCX Work?
At the core of FluenCX is an analytics-fuelled intent recognition engine – powered by Enlighten XO – that gets to grips with common customer demands.
By isolating the prevalent examples, brands can unpack which queries drain most of their customer service resource.
From there, operations can dig deeper, harnessing additional analytics tools to understand how agents successfully navigate these queries.
Doing so allows the business to evaluate whether it is viable to instead apply self-service or conversational AI to remove the issue from the contact center mix.
If the resolution process is too complex, operations can instead spot repetitive processes that add to handling times and apply RPA.
Again, the suite provides recommendations to aid this evaluation and decisioning process.
Keith Dawson, Vice President and Research Director at Ventana Research, added:
This family of solutions provides tangible and immediate benefits to any digital CX or self-service pains. FluenCX demonstrates how these solutions both save companies money while also improving customer satisfaction, which makes NICE stand out in the market.
Indeed, businesses can offer 24/7, convenient service that lower effort within the customer journey by applying bots and self-service across channels.
Thick and Fast Innovation from NICE
The launch of FluenCX follows hot on the heels of NICE’s new customer journey orchestration platform: Enlighten Journey Orchestration.
Both innovations lend themselves to NICE CXi, the vendor’s vision for the future of customer experience.
During an episode of his Real Time Recorded Podcast, Dave Michels, an Enterprise Communications Analyst at Talking Pointz, discussed this further. He said:
The vision of CXi is broader, frictionless experiences that go beyond what most CCaaS companies are talking about and well beyond the contact center. Its fluent across digital and traditional channels, it’s trying to fix self-service, it’s truly understanding intent of the customer and taking action… including proactive actions.
Expect much of NICE’s future innovation to pivot on this vision as the vendor considers new ways to leverage its Enlighten AI portfolio to bring it to life.
Discover more about how it already does so in the video below.
