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1、 Turn CX Data into aStrategic Asset with AI C O N T E N TSThe Growing Demandfor CX AI for BusinessOver the past few years,businesses across various industries and sizes have significantly increased their investment in AI technology.According to Metrigy,AI adoption in the workplace surged to over 40%

2、in 2023,signaling a growing recognition of AIs potential to enhance efficiencies,elevate customer experience,and drive business growth in a competitive landscape.1 AI-enabled applications,residing on an interaction-centric cloud platform,now orchestrate and optimize all customer conversations,making

3、 it easier to deliver friction-free,seamless experiences.Fueling this growth in AI and cloud technology is the realization that organizations possess a goldmine of data that can be harnessed to propel them towards their goals.However,many organizations struggle to tap into this wealth of data insigh

4、ts,hindering their ability to achieve desired outcomes.Research by Aberdeen reveals that only 35%of organizations feel fully satisfied with their capacity to leverage data for effective decision-making.2 Further exacerbating this challenge is the number of data sources,the amount of data,and the var

5、iety of data types according to ICMI.3NICE addresses this issue with CXone,the only CX AI platform that manages all customer interactions.AI is embedded in CX applications and processes across the CXone platform with Enlighten.Developed specifically for the customer experience,Enlighten provides a h

6、olistic data approach that is crucial for AI to analyze and derive insight from every interaction.35%of organizations feel fully satisfied with their ability to use data for effective decision-making.AI adoption in the workplace surged to over 40%in 20232 1 Metrigy,2024-“AI for Business Success,”2 A

7、berdeen 2023-“Create More Authentic Customer Experiences With AI.”1.Number of data sources2.Amount of data3.Variety of data typesThe Growing Demandfor CX AI for BusinessSuccessfullyLeveraging AI&LLMsin Your BusinessDriving Outcomeswith AIIncreasing OperationalEfficienciesEmpowering andEngaging Emplo

8、yeesReal-World ResultsSummaryImproving CSAT35%40%TOP CHALLENGES TOUNCOVERING INSIGHTS3 3 ICMI 2023-“The State of AI in the Contact Center,”C O N T E N TSSuccessfully LeveragingGenerative AI and LLMsin Your BusinessAdvances in large language models(LLMs)and generative AI gave rise to ChatGPT,and it d

9、id not take long for the groundbreaking conversational AI model to go viral.In fact,ChatGPT surpassed 1 million users just five days after it launched.4 To put that in perspective,it took Spotify 5 months and TikTok 9 months to reach the same milestone.But while ChatGPT marks a significant advanceme

10、nt in democratizing data for individual use,it is ill-suited for business.Generative AI technology like ChatGPT is trained on publicly available internet data,lack the precision,guardrails,and industry-specific intelligence required for enterprise-grade applications.Moreover,they are susceptible to

11、biases,inaccuracies,and security risks,such as AI injection attacks,which underscores the importance of purpose-built AI solutions tailored to business needs.In comparison,AI for business leverages specialized business data.However,not all AI for business is the same.It must include three critical c

12、omponents for optimal outcomes:Precision Models trained on vast datasets are the foundation of accuracy and reliability when it comes to AI.NICE Enlighten solutions analyzes more than 100 million customer interactions per month,ensuring robust insights and actionable intelligence.Prebuilt industry-s

13、pecific modelsBusiness-specific AI models,operationalized and embedded within CX applications,are indispensable for driving meaningful outcomes.With over 1,000 prebuilt CX AI models available out of the box with NICE Enlighten,businesses can expedite deployment and streamline integration.Specializat

14、ionIndustry-aligned and brand-specific models tailored to thousands of intents and sub-intents relevant to the business help organizations enforce business goals securely and compliantly.In addition to providing industry-specific intents,Enlighten automates answers to brand-specific questions with c

15、ustom prompts that require no expertise.These essential elements must be delivered from an interaction-centric cloud platform such as CXone which has a foundational data layer that makes it easier to consolidate all data sources and share intelligence.3 4 CNBC,Nov.30,2023-“On ChatGPTs One-Year Anniv

16、ersary,It Has More than 1.7 Billion Users.”The Growing Demandfor CX AI for BusinessSuccessfullyLeveraging AI&LLMsin Your BusinessDriving Outcomeswith AIIncreasing OperationalEfficienciesEmpowering andEngaging EmployeesReal-World ResultsSummaryImproving CSATSPECIALIZEDIndustry SpecificCX AI DataTrain

17、ed onLargest LabeledCX DatasetOut-of-the-BoxModelsPRECISEPRE-BUILTCONVERSATIONAL GENERATIVE AIPublicly Available DataReactiveEveryday ActionsPublic-domain Security LevelSpecialized Business DataHighly Precise ResponseTop ComplianceSecurity&PrivacyAligned with Brand GoalsFully Integrated with Enterpr

18、iseInfrastructure&ApplicationsEssential Elements of AI for BusinessC O N T E N TSBusinesses that use AI have seen improvements in optimized outcomes such as higher CX,decision-making,and metrics.According to Aberdeen,AI is helping them achieve the following goals:”54The Growing Demandfor CX AI for B

19、usinessSuccessfullyLeveraging AI&LLMsin Your BusinessDriving Outcomeswith AIIncreasing OperationalEfficienciesEmpowering andEngaging EmployeesReal-World ResultsSummaryImproving CSAT“By deploying AI across different areas,businesses can empower their employees,deliver elevated customer interactions,a

20、nd uncover future opportunities,ensuring that they are able to maximize every customer touchpoint and channel along the journey.”AberdeenWhen it comes to use cases that drive outcomes,three top the list for many of todays industry leaders:Increasing operational efficiencies Empowering and engaging e

21、mployees Improving CSATDriving Outcomes with AI Increase metrics by helping agents be more knowledgeable and work more efficiently.greater YOY improvement in AHT compared to businesses not using AIgreater YOY improvement in FCR Optimize outcomes with AI models infused across the contact center platf

22、orm to improve CSAT before during and after the interaction.greater YOY improvement in CSAT compared to businesses not using AIgreater YOY improvement in customer effort scorescan ID bottlenecks and process efficiencies(vs.45%of businesses not using AI)95%are successful using data for root-cause ana

23、lysis impacting CX(vs.48%)83%Improve decision making by finding product,process or skill-based issues before they impact the bottom line.5 Aberdeen-“Create More Authentic Customer Experiences With AI.”3x4x7.2x8.8xC O N T E N TSIncreasing OperationalEfficienciesAgent attrition is on the rise,with tur

24、nover expected to climb from 28.1%in 2023 to 31.2%in 2024.6 This leaves many companies facing agent shortagesa challenge that is only exacerbated by ongoing recruitment struggles.AI helps fill the gap by enabling customer service agents to work more efficiently,allowing the organization to do more w

25、ith less.This has an impact not only on operational efficiency but also on the customer and the employee experience as well.A key area of opportunity for increasing agent efficiency with AI lies in replacing manual after-call summaries with automated notetaking.In fact,78%of respondents in a recent

26、survey by Omdia said they plan to use generative AI to solve call summarization,making it the top investment in generative AI technology.7NICE Enlighten AutoSummary combines purpose-built AI with generative AI I to deliver data-driven agent notes that include customer intents,actions,and outcomes in

27、 real time.With Enlighten AutoSummary,organizations can unlock significant efficiencies without overhauling existing processes or retraining personnel with the ability to:Provide contextual data:Ensure that the next agent has context to pick up right where the last one left off immediately even if t

28、he customer is transferred.Eliminate manual notetaking:Empower agents to focus on delivering personalized service and not tedious notetaking.Simplify agent tools:Works with CXone Agent,making it easy and quick to get it up and running and realize a rapid ROI.Monitor all commitments:Use summary data

29、as part of a comprehensive analytics program to ensure that promised actions and outcomes,such as callbacks,have been scheduled.Work effectively,no expertise required:Deliver accurate notetaking with the ease of an out-of-the-box solution that requires no models to be trained.5The Growing Demandfor

30、CX AI for BusinessSuccessfullyLeveraging AI&LLMsin Your BusinessDriving Outcomeswith AIIncreasing OperationalEfficienciesEmpowering andEngaging EmployeesReal-World ResultsSummaryImproving CSATMr.James Smith called about a Billing:Missing payment and had a negative sentiment.It is still not resolved

31、after it was first reported 7 days ago.Mr.Smith was offered and declined a bill credit.Was given a promised callback.Reduces costs by decreasing ACW&AHT Agents focus on the customer,not busy work Provides context to the next agentEnlighten AutoSummaryCustomer IntentActions takenResolution OutcomeSen

32、timentCXJames Smith 25854116585858/concerned about missing pymnt/DM researched/no record in acc/informed not posted/prms cb”Manual Notetaking Costly,slow,innacurate,inconsistent Increases agent frustration Poor CX with no context for next agent 6 Metrigy.-“What Metrigys Latest AI Data Reveals About

33、Contact Center Staffing.”7 Omdia,2024 -“Mind the Gap,”KEY BENEFITS OF AUTOSUMMARY Add consistency with notes on 100%of interactions.Improve agent productivity Reduce costs while decreasing ACW,AHT,and repeat contacts Boost CX and EX with continuity of service regardless of timeline“Call summarizatio

34、n is the No.1 investment in generative AI technology,according to an”-Omdia survey7Enlighten AutoSummary not only automates agent notetaking but also redefines how analytics programs are run.It harnesses structured dataintents,actions,outcomes,and sentimentfrom customer interactions,then operational

35、izes the data using Interaction Analytics.This eliminates the need for manual query building and tuning,saving valuable time and effort.For example,organizations can leverage AutoSummary to trend intents and sub-intents,correlating them with factors such as volume,sentiment,agent skills,and sales pe

36、rformance to drive continuous improvement.C O N T E N TSIncreasing OperationalEfficiencies(continued)6The Growing Demandfor CX AI for BusinessSuccessfullyLeveraging AI&LLMsin Your BusinessDriving Outcomeswith AIIncreasing OperationalEfficienciesEmpowering andEngaging EmployeesReal-World ResultsSumma

37、ryImproving CSATBy leveraging proprietary,industry-specific CX AI models to remove irrelevant content and deliver intent-driven summarization optimized for action,Enlighten AutoSummary represents a paradigm shift in how businesses harness technology to drive trusted business outcomes.Enlighten AutoS

38、ummary Intent AnalysisC O N T E N TSEmpowering andEngaging EmployeesThe employee experience(EX)is now a top priority for the C-suite,with executives recognizing its importance as a key enabler of CX;91%of respondents in a recent survey agree that improvements in EX directly impact theirbottom line.8

39、But with agents largely working in high-pressure environments amid high expectations,stress levels are high51%of leaders say agent burnout is an issue,according to a recent Metrigy survey.9To address this persistent challenge,contact center leaders are increasingly investing in AI to improve EX and

40、operational efficiencies.10 Enlighten Copilot takes automated notetaking to the next level by not only summarizing interactions but also providing real-time AI-driven personalized coaching and task automation opportunities.Leveraging purpose-built AI,Copilot enables smarter guided interactions with:

41、Conversational knowledge Gives agents and supervisors easy access to trusted and informed company knowledge.Equips agents with a reliable and accurate response that directly addresses customer questions.Real-time guidance Provides proactive guidance on employees desktop from content-specific knowled

42、ge articles that help improve efficiencies,resolutions,and performance.Delivers process and conversational guidance,allowing agents to easily see what has been accomplished and what still needs to be resolved to achieve high CSAT or NPS.Reduces the cognitive load for agents by simplifying the agent

43、experience,providing then with a centralized user interface for multiple channels and systems.Task Automation Automates notetaking,replacing error-prone manual processes with simple and fast smart summaries.In embracing AI to empower and engage employees,organizations are not just investing in techn

44、ology;they are investing in their people.By leveraging AI-driven solutions like Copilot,organizations can create environments where agents thrive and customers are satisfied.7 8NTT Data,2023.-“2023 Global Customer Experience Report.”9Metrigy -“What Metrigys Latest AI Data Reveals About Contact Cente

45、r Staffing.”10Deloitte,2023.-“Trends&AI in the Contact Center.”The Growing Demandfor CX AI for BusinessSuccessfullyLeveraging AI&LLMsin Your BusinessDriving Outcomeswith AIIncreasing OperationalEfficienciesEmpowering andEngaging EmployeesReal-World ResultsSummary Improving CSAT91%of respondents in a

46、 recent survey agree that improvements in EX directly impact their bottom line.51%of leaders say agent burnout is an issue,according to a recent Metrigy survey.“AI is cited as the top enabler for CX and EX in the next 3 years.”10 of contact centers are investing in AI for agent-enabling technologies

47、 to improve EX and operational efficiency.2023 Global Customer Experience Report.”NTT,2023.81%91%51%81%of executives recognize the importance of soft skills for CSAT,yet 59%of companies fail to measure them.”11 94%C O N T E N TSImproving CSATAI can help drive CSAT by not only guiding agents to say a

48、nd do the right thing,at the right time,but also helping them deliver it the right way using specific soft skills.Defining and evaluating these soft skill behaviors proves challenging due to their subjective nature,making it difficult to pinpoint their specific impact on CSAT.Enlighten AI automatica

49、lly analyzes agent soft-skill behaviors that drive customer sentiment,a proxy for CSAT,on every interactionobjectively and consistentlyeliminating the need for manual interpretation.This analysis is infused across CX applications and processes and amplified across the CXone cloud platform.With the c

50、ontinuous CSAT analysis before,during,and after interactions,Enlighten AI enhances every aspect of the customer experience with the transformative power of AI.Before the interaction:AI-driven routing Identifies the most relevant attributes to choose the best agent for the customer,including agent so

51、ft skills such as active listening,ability to demonstrate empathy,and more.Intelligently connects customers to agents to create hyper-personalized experiences and optimize every interaction to improve business KPIs.During the interaction:Real-time guidance for agents and supervisors Displays desktop

52、 prompts to empower agents to understand how to alter their behavior to improve the customer satisfaction outcome during an interaction and reinforce the skills they have learned in a coaching session.Alerts supervisors in real time if an agent is struggling and intervention is needed.After the inte

53、raction:AI-enabled Analytics insights and Quality Program analysis Detects patterns in agent soft-skill behaviors and operational processes that influence customer satisfaction.Integrates automated AI behavioral scoring into quality program workflows.8The Growing Demandfor CX AI for BusinessSuccessf

54、ullyLeveraging AI&LLMsin Your BusinessDriving Outcomeswith AIIncreasing OperationalEfficienciesEmpowering andEngaging EmployeesReal-World ResultsSummaryImproving CSAT94%11 Global Surveyz Research-Redefining Success:The Impact of Soft Skills and AI on Contact Center Performance”AGENT SOFT SKILL IMPAC

55、T ON CSATInnapropriateActionDemonstrateOwnershipBeEmpatheticAcknowledgeLoyaltySetExpectationsBuildRapportEffectiveQuestioningPromoteSelf-serviceActiveListeningEnlighten AI CSAT solutions are helping organizations across industries achieve their goals,from fueling the business with customer insights

56、to improving customer sentiment scores and improving agent performance.Republic Services,the second largest provider of waste disposal in the United States,leveraged 9 critical agent behaviors and AI sentiment analysis in their analytics and quality program to operationalize its customer focus and a

57、chieved:30%reduction in repeat calls 33%reduction in negative to extremely negative customer sentiment 120%increase in coaching actions in 3 months“We feel positive we have the correct evaluation questions in place because we continue to see improvement in sentiment month-over-month.Weve also seen a

58、 30%reduction in repeat calls and a decrease in average handle time and non-talk time despite a 17%increase in seasonal call volume.”Senior Manager in Republic Services Customer Experience Field Management department.NICE analyzed over a billion interactions of three large enterprise customers using

59、 Enlighten AI for Customer Satisfaction behavior scoring.The top 10%were compared with the bottom 10%of the population.When agent behavioral performance increases across all soft skills,so do the bottom-line metrics.C O N T E N TSReal-World ResultsSolera,the global leader in vehicle lifecycle manage

60、ment,leveraged the agent behavioral analysis in their coaching program to:13%reduction in negative sentiment Implement QA best practices Commit to a quality culture“Enlighten can tell me where to focus.We improved our customer satisfaction by 13%in 60 days across 1,000 agents.It is truly amazing wha

61、t data and Enlighten AI can do to achieve those results.”VP of Operations,SoleraOpen Network Exchange,a full-service solution provider in the travel industry,turned to NICE to gain a 360-degree view of customer interactions and enable next-generation AI driven QA.After implementing Enlighten AI with

62、 its more than 1,000 agents globally,the company achieved:4 to 5 hour savings per week per supervisor 30%decrease in volume Improvement of the quality and relevance of coaching“Enlighten AI has totally changed the way our company operatesfor the best.Were able to measure how were treating our guests

63、 while still focusing on sales and driving revenue.”Quality Assurance Manager,Open Network Exchange 9The Growing Demandfor CX AI for BusinessSuccessfullyLeveraging AI&LLMsin Your BusinessDriving Outcomeswith AIIncreasing OperationalEfficienciesEmpowering andEngaging EmployeesReal-World ResultsSummar

64、yImproving CSAT256%More positive sentiment25%Shorter calls53%Less non-talk time53%Less repeat contactRead the White PaperSummaryAbout NICEIn todays digital era,where leveraging CX data for a competitive differentiator reigns supreme,organizations are investing in AI and cloud technology to harness t

65、his goldmine of data that propels them towards their goals.AI for business offers a solution,but not all AI is created equal.To drive outcomes,AI must be precise,pre-built using industry-specific models,and specialized to your business.NICE Enlighten delivers on this imperative with purpose-built AI

66、 solutions tailored to the unique needs of businesses derived from billions of CX datasets and combined with generative AI technology for easily accessible operational benefits.The insights generated from the applications and data are converged in CXone,a CX AI platform that provides everything needed to orchestrate and optimize modern interactions.Ultimately,the true value of AI lies in its ability to drive tangible results.Businesses that embrace AI have witnessed improvements in customer satisfaction,decision-making,and metrics.By improving ef