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NICE has launched CXone Mpower, a new platform designed to automate customer service processes at scale using artificial intelligence.
According to NICE, CXone Mpower enhances the existing CXone architecture by adding advanced services that enable full-scale customer service automation. These services facilitate the seamless integration of workflows across various business functions, orchestrating AI and human agents as a unified resource and consolidating customer service knowledge and AI models.
A recent survey of Chief Financial Officers (CFOs) revealed that 60 per cent of all businesses and 80 per cent of large enterprises plan to adopt labour-replacing automation within the next twelve months. Furthermore, nearly 88 per cent of CFOs indicated that their primary motivation for automation is to optimise business processes. CXone Mpower is positioned to meet these needs by providing enterprises with the tools to design, build, and manage every element of the customer service journey, offering comprehensive automation of customer experience (CX).
The CXone Mpower platform expands NICE's CXone architecture by orchestrating human and AI agents on a singular, cohesive platform. This includes the deployment of an adaptive, proactive copilot to assist employees, enhancing customer service workflows and improving productivity. Additionally, the platform supports the quick and automated development of sophisticated AI agents equipped with domain-specific capabilities for customer service.
At the heart of CXone Mpower development is the consolidation of data, knowledge, and AI models into a single, intelligent hub. This consolidation allows businesses to utilise domain-specific AI models trained in customer service. The platform also features robust role-based access control and advanced guardrail management, providing secure and efficient management of its capabilities. These features enable businesses to inject real-time, contextual insights into workflows and interactions, allowing for personalised customer engagement.
Barry Cooper, President of the CX division at NICE, commented, "For C-suite leaders, the vision of fully automated customer service has been an ambitious goal—until now. By adding these foundational services to the architecture of CXone Mpower, we're delivering something that has never been done before: an AI platform that fully integrates automation across every aspect of customer service, transforming contact centres from cost centres into true profit centres. CXone Mpower achieves operational efficiency at a scale previously unimaginable. CXone Mpower is a result of our unmatched investment in innovation and is designed to take CX to the next level."
