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NICE Adds Generative AI-Powered Benchmarking to Enlighten Actions

By Tracey E. Schelmetic August 01, 2023

Customer loyalty is critical for companies today. Repeat business is invaluable and costs far less to achieve than attracting new customers. But building customer loyalty is a complex process, and companies may be unsure if their efforts are working. How does a company know when it has maximized its efforts to build customer engagement that results in brand loyalty? Where is it most important to focus resources for the maximum positive effects? And how can you best gather organic results to customer loyalty measurements that don’t involve after-the-fact surveys that most customers ignore?

Customer experience solutions provider NICE recently introduced its new generative AI-powered “Enlighten Actions Industry Benchmarks” to allow brands to holistically compare their operations to industry standards. The Benchmarks are an addition to the company’s Enlighten Action’s generative AI-powered capabilities. This enhances Enlighten Actions, said the company, using large language models to create stronger brand loyalty for consumers and allow business users to interact with data in a conversational way.

With Enlighten Actions Industry Benchmarks, companies have access to anonymized benchmarked interaction level data, from more than 75 industries, for all interaction intents to holistically compare their operations to their specific vertical. This benchmark information relates to call reasons, handle time, CSAT, agent behaviors, complaints, sales effectiveness, scheduling levels, training, automation, and more. Using the Benchmarks, companies will be able to see how their service level compares to other companies in their industry and understand the opportunities to optimize service and training and reduce costs through self-service.

“The ability to ensure the highest level of service is key to creating and increasing brand loyalty and to creating differentiating CX,” said Barry Cooper, President of the CX Division of NICE. “The addition of Industry Benchmarks to Enlighten Actions is a significant leap forward and is quickly becoming a must-have for organizations in their constant effort to enhance and optimize their customer experience.”

Edited by Greg Tavarez
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