NICE Enlighten Copilot Wins 2024 BIG Innovation Award for AI Excellence and Advanced Conversational AI
NICE Enlighten Copilot has won the 2024 BIG Innovation Award for Artificial Intelligence Excellence, presented by the Business Intelligence Group. This award recognizes organizations driving innovation in AI across various fields.
Enlighten Copilot is an AI-powered solution that assists contact center agents by generating personalized guidance for every interaction. It combines Generative AI with purpose-built AI for customer experience (CX) to enhance agent performance, maximize skilled labor potential, and minimize costs.
Key features of Enlighten Copilot include:
- Conversational knowledge
- On-demand guidance
- Task automation
- AI-driven coaching for supervisors
The solution aims to reduce repetitive tasks, provide faster access to knowledge, and improve both agent and consumer experiences. NICE's approach combines CXone's interaction-centric platform with Enlighten's AI to drive AI-powered interactions and enhance customer experience.
NICE Enlighten Copilot ha vinto il BIG Innovation Award 2024 per l'Innovazione in Intelligenza Artificiale, presentato dal Business Intelligence Group. Questo premio riconosce le organizzazioni che guidano l'innovazione nell'IA in diversi settori.
Enlighten Copilot è una soluzione alimentata dall'IA che assiste gli agenti dei contact center generando linee guida personalizzate per ogni interazione. Combina IA Generativa con IA progettata per l'esperienza del cliente (CX) al fine di migliorare le prestazioni degli agenti, massimizzare il potenziale del lavoro qualificato e ridurre i costi.
Le caratteristiche chiave di Enlighten Copilot includono:
- Conoscenza conversazionale
- Guida on-demand
- Automazione dei compiti
- Coaching basato sull'IA per i supervisori
La soluzione mira a ridurre i compiti ripetitivi, fornire accesso più rapido alle informazioni e migliorare le esperienze sia degli agenti che dei consumatori. L'approccio di NICE combina la piattaforma incentrata sull'interazione di CXone con l'IA di Enlighten per guidare interazioni potenziate dall'IA e migliorare l'esperienza del cliente.
NICE Enlighten Copilot ha ganado el Premio de Innovación BIG 2024 por Excelencia en Inteligencia Artificial, otorgado por el Business Intelligence Group. Este premio reconoce a las organizaciones que impulsan la innovación en IA a través de diversos campos.
Enlighten Copilot es una solución impulsada por IA que asiste a los agentes de los centros de contacto generando guías personalizadas para cada interacción. Combina IA Generativa con IA diseñada para la experiencia del cliente (CX) para mejorar el rendimiento de los agentes, maximizar el potencial del trabajo calificado y minimizar costos.
Las características clave de Enlighten Copilot incluyen:
- Conocimiento conversacional
- Guía bajo demanda
- Automatización de tareas
- Entrenamiento impulsado por IA para supervisores
La solución tiene como objetivo reducir las tareas repetitivas, proporcionar acceso más rápido a la información y mejorar las experiencias tanto para los agentes como para los consumidores. El enfoque de NICE combina la plataforma centrada en la interacción de CXone con la IA de Enlighten para impulsar interacciones impulsadas por IA y mejorar la experiencia del cliente.
NICE Enlighten Copilot는 비즈니스 인텔리전스 그룹이 수여하는 2024 BIG 혁신상을 수상했습니다. 이 상은 다양한 분야에서 AI 혁신을 이끄는 조직을 인정합니다.
Enlighten Copilot은 각 상호작용에 대해 개인화된 지침을 생성함으로써 연락 센터 에이전트를 지원하는 AI 기반 솔루션입니다. 고객 경험(CX)을 위한 목적에 맞춰 제작된 AI와 생성 AI를 결합하여 에이전트 성과 향상, 숙련된 노동력의 잠재력 극대화, 비용 절감을 목표로 합니다.
Enlighten Copilot의 주요 기능은 다음과 같습니다:
- 대화형 지식
- 온디맨드 안내
- 작업 자동화
- 감독자를 위한 AI 기반 코칭
이 솔루션은 반복적인 작업을 줄이고, 지식에 대한 빠른 접근을 제공하며, 에이전트와 소비자 모두의 경험을 개선하는 것을 목표로 합니다. NICE의 접근 방식은 CXone의 상호작용 중심 플랫폼과 Enlighten의 AI를 결합하여 AI 기반 상호작용을 이끌고 고객 경험을 향상시킵니다.
NICE Enlighten Copilot a remporté le BIG Innovation Award 2024 pour l'Excellence en Intelligence Artificielle, présenté par le Business Intelligence Group. Ce prix reconnaît les organisations qui propulsent l'innovation en IA à travers divers domaines.
Enlighten Copilot est une solution propulsée par IA qui assiste les agents de centre de contact en générant des conseils personnalisés pour chaque interaction. Elle combine IA générative avec une IA conçue sur mesure pour l'expérience client (CX) afin d'améliorer la performance des agents, maximiser le potentiel de main-d'œuvre qualifiée et minimiser les coûts.
Les caractéristiques clés d'Enlighten Copilot comprennent :
- Connaissance conversationnelle
- Conseils à la demande
- Automatisation des tâches
- Coaching basé sur l'IA pour les superviseurs
La solution vise à réduire les tâches répétitives, à fournir un accès plus rapide aux connaissances et à améliorer les expériences des agents ainsi que des consommateurs. L'approche de NICE combine la plateforme centrée sur l'interaction de CXone avec l'IA d'Enlighten pour favoriser des interactions alimentées par l'IA et améliorer l'expérience client.
NICE Enlighten Copilot wurde mit dem BIG Innovation Award 2024 für Exzellenz in der Künstlichen Intelligenz ausgezeichnet, der von der Business Intelligence Group verliehen wird. Diese Auszeichnung erkennt Organisationen an, die Innovationen in der KI in verschiedenen Bereichen vorantreiben.
Enlighten Copilot ist eine KI-gestützte Lösung, die Kontaktcenter-Mitarbeitern hilft, indem sie für jede Interaktion personalisierte Anleitungen erstellt. Sie kombiniert generative KI mit speziell entwickelter KI für das Kundenerlebnis (CX), um die Leistung der Mitarbeiter zu verbessern, das Potenzial qualifizierter Arbeitskräfte zu maximieren und die Kosten zu minimieren.
Zu den Hauptfunktionen von Enlighten Copilot gehören:
- Gesprächswissen
- Bedarfsgesteuerte Anleitung
- Aufgabenautomatisierung
- KI-gestütztes Coaching für Vorgesetzte
Die Lösung zielt darauf ab, repetitive Aufgaben zu reduzieren, schnelleren Zugang zu Wissen zu bieten und sowohl die Erfahrungen der Mitarbeiter als auch der Verbraucher zu verbessern. NICEs Ansatz kombiniert die interaktionszentrierte Plattform von CXone mit der KI von Enlighten, um KI-gesteuerte Interaktionen voranzutreiben und das Kundenerlebnis zu verbessern.
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The convergence of CXone’s interaction-centric platform and Enlighten’s purpose-built AI for CX, drives AI-powered interactions and a positive customer experience
Designed to enhance the performance of agents in the contact center, NICE Enlighten Copilot is a unique AI solution that maximizes the potential of skilled labor while minimizing costs, enabling efficient work with a significant reduction in repetitive tasks and quicker access to knowledge. Enlighten Copilot offers advanced capabilities that facilitate more efficient work with conversational knowledge, on-demand guidance, and task automation.
This "by-their-side" conversational AI experience is an empowerment multiplier that produces accurate, informed, and brand-specific conversational responses, leaving agents with fewer repetitive tasks and faster access to knowledge and answers. Supervisors can provide smarter guided interactions and AI-driven coaching to improve agent and consumer experiences.
"NICE empowers contact center agents and their customer interactions with the power of AI and augmented intelligence,” said Barry Cooper, President, NICE Workforce and Customer Experience Group. "The rich convergence of CXone’s interaction-centric platform, our best-of-breed solutions and Enlighten’s purpose-built AI for CX, supercharges employees and drives AI-powered interactions to deliver significantly improved customer experience."
Artificial Intelligence is now playing a more important role in our lives,” said Maria Jimenez, Chief Nominations Officer for Business Intelligence Group. “We are so proud that such an incredible group of companies won this year’s program. Congratulations to all the creativity and hard work of every employee involved.”
Organizations from across the globe submitted their recent innovations for consideration in the BIG Innovation Awards. Nominations were then judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions.
About The Business Intelligence Group
The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
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Corporate Media Contact
Cindy Morgan-Olson, +1 646 408 5896, media@niceactimize.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
Source: NICE
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