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NICE's Enlighten Actions Revolutionizes Use of Data and Generative AI

By Greg Tavarez April 03, 2023

Automation is set to play a significant role in the future of digital workplace service transactions. In fact, by 2025, it is predicted that 70% of these transactions will be supported or completed by automation, a significant increase from the current figure of less than 30%, according to a Gartner report.

Sure, sounds great. But the reality for businesses is that as they increasingly turn to automation to streamline their operations, many struggle to keep up with the pace of change. A survey by Deloitte showed that 67% of respondents have yet to fully integrate AI into their knowledge management strategies.

To show businesses the optimal areas to deploy automation (conversational AI ,more specifically), NICE unveiled a new product that promises to revolutionize customer experience. Enlighten Actions, which combines Enlighten AI with generative AI, allows businesses to create smart and humanized CX processes with unprecedented speed and efficiency.

Enlighten Actions leverages the highly specialized AI models for CX that are developed by NICE's Enlighten, as well as the generative models used to build ChatGPT by OpenAI. By doing so, it enables organizations to build AI-powered CX processes more quickly and easily than before, using a human-like interface. The resulting outputs are brand-specific and easy to understand, making it simpler for businesses to operationalize unstructured data.

“Enlighten Actions revolutionizes how businesses use data to help drive growth,” said Barry Cooper, president, CX Division, NICE. “Combining Enlighten AI and generative AI, NICE has broken down the siloes to create an unparalleled knowledge base to deliver truly transformative actions for businesses.”

Enlighten Actions streamlines the backend work of gathering and presenting responses, delivering them with unrivaled clarity and accuracy. The product is integrated across NICE's portfolio of offerings, including CXone Expert, NICE's knowledge management solution, CXone's Bot Builder, SmartAssist, as well as the new Enlighten AutoSummary.

Enlighten Actions represents advancement in the CX space and promises to transform how businesses interact with their customers. By making AI more accessible and efficient, it offers a powerful tool for driving growth and enhancing customer satisfaction.

Edited by Alex Passett
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