NICE launches CXone SmartAssist powered by Amelia for digital CX

US-based NICE has launched a new conversational AI solution for customer service called CXone SmartAssist powered by Amelia for enhancing conversations in the customer experience (CX) journey.

CXone SmartAssist is said to combine the advanced analytical capabilities and vast data and knowledge of NICE’s cloud native customer experience platform CXone and the conversational AI technology of Amelia.

The new solution has been designed to enable organizations to build and deploy smarter, more effective intelligent self-service, with complete flexibility, scalability, and quick innovations.

Paul Jarman — CEO of NICE CXone said: “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.

“AI-powered technologies enable these customer-controlled experiences through the rapid delivery of personalized services and end-to-end care. The out-of-the-box machine learning-imbued intelligence powered by Amelia will help organizations digitally transform through automation and cognitive technology to lower costs, improve productivity and grow their business.”

NICE launches CXone SmartAssist powered by Amelia for digital CX. Image courtesy of Peter Pieras from Pixabay.

CXone SmartAssist, which is powered by NICE Enlighten AI and the advanced digital capabilities of CXone with built-in advanced Conversational AI, is claimed to solve the requests of customers without needing any human support. This helps in quicker resolutions and learning with each interaction which will result in even deeper connections the next time.

Besides, the CXone SmartAssist solution will help users to design their own custom-made intelligent virtual assistants for unique use cases that can provide guidance and suggestions via an interactive interface.

According to NICE, its new no-code AI solution removes the guesswork of creating virtual assistants that boost customer experiences by getting all the required data with NICE Enlighten AI, which is pretrained to understand the complexity of customer engagement.

Scott Kohn — Chief Channel Officer of Amelia said: “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. 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.”