Enlighten AutoSummary combines proprietary NICE
CX AI models with Gen AI to automatically deliver accurate and
actionable contact center summaries for every customer
interaction
NICE (Nasdaq: NICE) today announced that NICE
Enlighten AutoSummary was named a winner in the 2024 BIG
Innovation Awards presented by the Business Intelligence Group.
Enlighten AutoSummary, NICE’s AI purpose-built for CX, seamlessly
combines proprietary, industry-specific CX AI models with
Generative AI technology to deliver accurate and actionable agent
summaries for every customer interaction—voice and digital—saving
businesses time, reducing costs, and enabling overall smoother
customer experiences.
A complete and scalable solution, Enlighten AutoSummary
offers an innovative approach to summarizing customer-agent
interactions presented in a legible narrative format on the agent
dashboard. Using the most extensive CX interaction dataset on the
market from NICE’s 30-plus years of experience, Enlighten
AutoSummary lifts the burden of manual notetaking from agents,
allowing them to focus on the customer, build rapport, and provide
personalized service every time.
Unlike generic generative AI models, which may lack context or
relevance, Enlighten AutoSummary focuses on
extracting key data elements from customer-agent interactions.
Combining the precision of generative AI with the specific
requirements of CX results in a powerful tool that boosts
efficiency, reduces costs, and elevates customer experiences.
“Customers are realizing measurable ROI and improved CX with
their use of Enlighten AutoSummary. NICE continues to deliver
unique CX AI solutions that provide improved agent productivity and
reduced cost,” said Barry Cooper, President, CX Division,
NICE. “We are honored to be recognized by the Business
Intelligence Group for innovating in workforce engagement by
leveraging AI to empower and motivate agents.”
Enlighten AutoSummary transcribes calls and applies Enlighten
AI’s out-of-the-box purpose-built models to identify customer
intents, actions, outcomes and customer sentiment on every
interaction. It then composes a summary format, processed with
Generative AI using large language models. The final result is a
narrative format of the summary that can be viewed in NICE CXone
Agent and ingested into any CRM system.
Accurate, real-time agent notes provide context to the next
agent that interacts with the customer to ensure a seamless
journey. Contact centers can use the summary data as part of
comprehensive analytics programs to ensure that promised actions
and outcomes, such as callbacks, have been scheduled – all of which
contributes to driving improved customer satisfaction and better
CX.
The 2024 BIG Innovation Awards recognize organizations and
individuals driving innovation and bringing new ideas and
experiences to life across many fields. Nominations were judged by
a select group of business leaders and executives who volunteered
their time and expertise to score submissions.
“Innovation is driving our society,” said Maria Jimenez,
chief nominations officer of the Business Intelligence Group.
“We are thrilled to be honoring NICE as they are leading by example
and improving the lives of so many.”
About 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 Middle East that
may disrupt our business and the global economy; the effect of
newly enacted or modified laws, regulation or standards on the
Company and our products and various other factors and
uncertainties discussed in our filings with the U.S. Securities and
Exchange Commission (the “SEC”). For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the SEC,
including the Company’s Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made
as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20240321615337/en/
Corporate Media Contact Cindy Morgan-Olson, +1 646 408
5896, media@niceactimize.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Omri Arens, +972 3 763 0127, CET ir@nice.com
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