NICE recently announced the release of an advanced Conversational AI solution for customer service CXone SmartAssist powered by Amelia, to enhance conversations across the customer experience (CX) journey. Together, NICE CXone’s advanced analytical capabilities, as well as extensive data and knowledge, and Amelia’s conversational AI technology, will enable organizations to create and deploy responsive intelligent self-service, with the highest level of flexibility, scalability, and rapid innovation.

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.”

With NICE Enlighten AI platform and CXone’s advanced digital collaboration capabilities, with built-in advanced conversational AI, CXone SmartAssist can facilitate faster resolutions and deeper connections between customers and businesses through each interaction and using learnings from every interaction going forward.

Also, users will be able to create their own intelligent virtual assistants optimized for their unique use cases, which will offer tips and advice via an interactive interface. With NICE Enlighten AI – an industry-first, no-code solution pre-trained to understand the nuances of customer engagement – companies can create virtual assistants that simplify their customer engagement processes.

According to Scott Kohn, Chief Channel Officer, Amelia, “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.”