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NICE Launches Enlighten AI Routing

NICE has launched NICE Enlighten AI Routing to enable hyper-personalized, next-gen experiences in real time. Powered by data from NICE Enlighten AI and infused with customer available data sources, NICE Enlighten AI Routing understands the holistic CX needs of the customer and identifies the attributes to match the customer with the optimal agent in real time. This enables interactions to become more engaging, efficient, and profitable.

"In today’s post virtual decade, organizations are racing to distinguish their experiences and meet the demand for next-gen CX. Embedding AI across data sets speeds the delivery of brand-differentiating service," said Barry Cooper, president, NICE Workforce & Customer Experience Group. "With NICE Enlighten AI Routing, organizations can immediately deliver the gold standard of service to their customers while powering measurable improvements in efficiency, CSAT revenue, and more.”

At the beginning of every interaction, the solution's AI evaluates datasets at scale to determine the most influential data for each connection. The solution gains a holistic view of each customer and their preferences along with any additional data organizations add. The data is layered with analytics, providing insight into a customers’ recent experiences with a business, such as their sentiment and the outcomes of previous interactions. NICE Enlighten AI Routing identifies the most relevant datasets to gain a holistic view of the agent and select the optimal agent, including their recent training successes, active listening skills, ability to demonstrate empathy, and more. As a result, every interaction is hyper-personalized to connect the best agent for the individual customer's needs in real time.

Leveraging machine learning, NICE Enlighten AI Routing automatically self-learns and improves its datasets with each interaction. The continuous data updates create adaptability so businesses can easily realign their routing metrics to changing business goals. The solution transparently displays continuous outcomes in a Benefit Report, making ongoing improvement across their organization visible to business leaders. Built upon the foundation of Predictive Behavioral Routing, NICE Enlighten AI Routing embeds next-generation artificial intelligence and leverages all available data sources, including NICE Enlighten AI, to deliver hyper-personalized interactions and elevate customer experience.

For more information, go to www.nice.com

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