NICE announced that NICE Enlighten AutoSummary was named a winner in the 2024 BIG Innovation Awards presented by the Business Intelligence Group. Enlighten AutoSummary, NICE’s AI purpose-built for CX, seamlessly combines proprietary, industry-specific CX AI models with Generative AI technology to deliver accurate and actionable agent summaries for every customer interaction—voice and digital—saving businesses time, reducing costs, and enabling overall smoother customer experiences.
A complete and scalable solution, Enlighten AutoSummary offers an innovative approach to summarizing customer-agent interactions presented in a legible narrative format on the agent dashboard. Using the most extensive CX interaction dataset on the market from NICE’s 30-plus years of experience, Enlighten AutoSummary lifts the burden of manual notetaking from agents, allowing them to focus on the customer, build rapport, and provide personalized service every time.
Unlike generic generative AI models, which may lack context or relevance, Enlighten AutoSummary focuses on extracting key data elements from customer-agent interactions. Combining the precision of generative AI with the specific requirements of CX results in a powerful tool that boosts efficiency, reduces costs, and elevates customer experiences.
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“Customers are realizing measurable ROI and improved CX with their use of Enlighten AutoSummary. NICE continues to deliver unique CX AI solutions that provide improved agent productivity and reduced cost,” said Barry Cooper, President, CX Division, NICE. “We are honored to be recognized by the Business Intelligence Group for innovating in workforce engagement by leveraging AI to empower and motivate agents.”
Enlighten AutoSummary transcribes calls and applies Enlighten AI’s out-of-the-box purpose-built models to identify customer intents, actions, outcomes and customer sentiment on every interaction. It then composes a summary format, processed with Generative AI using large language models. The final result is a narrative format of the summary that can be viewed in NICE CXone Agent and ingested into any CRM system.
Accurate, real-time agent notes provide context to the next agent that interacts with the customer to ensure a seamless journey. Contact centers can use the summary data as part of comprehensive analytics programs to ensure that promised actions and outcomes, such as callbacks, have been scheduled – all of which contributes to driving improved customer satisfaction and better CX.
The 2024 BIG Innovation Awards recognize organizations and individuals driving innovation and bringing new ideas and experiences to life across many fields. Nominations were judged by a select group of business leaders and executives who volunteered their time and expertise to score submissions.
SOURCE: BusinessWire