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NICE Announces the Market’s First Real-Time Interaction Guidance, Powered by Its Groundbreaking ENLIGHTEN AI Platform
July 28, 2020 News


NICE announced the launch of Real-time Interaction Guidance, an innovative solution powered by its proven AI platform – ENLIGHTEN. This new solution, based on predictive behavioural models for real-time interaction guidance, accurately and automatically determines and scores the unique agent behaviours that directly drive customer satisfaction. Powering both real-time personalised guidance to agents and post-interaction evaluations, this allows organisations to have a comprehensive and objective view of the behavioural performance of all agents.

NICE ENLIGHTEN has analysed billions of interactions from many of the world’s largest organisations for the most critical use cases and business outcomes. ENLIGHTEN can accurately identify complaints, detect fraud, identify sales opportunities and measure churn risk based on the behavioural patterns of consumers and agents with its out-of-the-box models. Deep understanding of behavioural patterns eliminates human errors and subjectivity and ensures quick identification and resolution of mission-critical issues. This allows contact centre managers to drive the behaviours that improve CSAT and NPS on 100% of interactions. Real-time Interaction Guidance with NICE ENLIGHTEN provides contact centre employees in organisations of any size and sector with real-time guidance on how to steer customer conversations with clear visualisation and resolution to drive superior service excellence, even in remote environments.

NICE ENLIGHTEN is an integral part of the CXone platform, infusing AI into all customer engagement processes, including predictive behavioural routing, agent coaching, complaints management, fraud detection, sales effectiveness and more.

Barry Cooper, President, NICE Enterprise Group, said, “By harnessing the power of NICE’s AI platform, ENLIGHTEN, we are transforming the way service organisations are delivering on their customer experience promises. With a first-of-its-kind capability, ENLIGHTEN uses predictive behavioural models to directly influence customer satisfaction. More and more organisations are looking for ways to use AI in order to improve their customer relationships and we are proud to empower them to do it with ENLIGHTEN. Helping organisations and their employees in the moment enables employees to make the right decisions and drive the desired outcomes”.