NICE has commerced the roll out of Enlighten XO, which automatically generates insights from human conversations to build smart self-service with advanced AI.

Additionally, the platform streamlines the development of digital self-service applications by injecting data from past interactions to optimise future self-service experiences.

NICE says organisations can now take a data-driven, self-learning, empirical approach to increase self-service effectiveness and drive exceptional experiences.

In Forrester’s publication, “Predictions 2021, Customer Service,” the analysts reported, “Customer behaviors and communication preferences have permanently shifted; in 2021, brands will see a 40% increase in digital customer service.”

NICE says that in today’s digital-first world, organisations need to deliver an effortless experience on the consumer’s channel of choice to compete in a transformative industry.

The new solution analyses 100% of interactions from any platform to discover the best opportunities for automation, taking the guesswork out of self-service development with purpose-built AI models that identify customer intents, training phrases, and problem-solving activities that ensure success.

Armed with superior data and insights, organizations can accelerate their digital transformation and turn self-service into a competitive advantage.

“Soaring demand for digital service is driving organizations to accelerate their digital CX transformation and drive full resolution on their digital platforms,” said Barry Cooper, President, NICE Workforce & Customer Experience Group. “Enlighten XO makes self-service applications smarter by deriving intelligence from consumer conversations across all channels. We’re excited to introduce Enlighten XO to the market and make self-service capable of creating engaging experiences.”