NiCE releases CXone Mpower Agents, designed to boost CX journeys
NiCE is launching CXone Mpower Agents, an innovation that enables fully automated, AI agents to be created and deployed to immediately work across the customer service ecosystem.
Mpower Agents make use of CXone Mpower’s proprietary CX AI models, trained on rich use case-specific data and optimized workflows based on the actions of the best employees. They actively move across systems, trigger actions, and work together with humans and other AI agents to automate entire service workflows, according to the company.
CXone Mpower identifies high-impact automation opportunities across front, middle, and back office operations and delivers the intelligence to instantly generate Mpower AI agents using outcome-based, no-code prompts in the Mpower AI Studio.
These agents tap into the full CXone Mpower ecosystem, including APIs, Knowledge, Experience Memory, Channels, and Enlighten Models, and can be built in seconds to support employees via Mpower Copilot or serve customers directly via Mpower Autopilot.
From processing claims to approving refunds, Mpower Agents work within orchestrated workflows to drive real business outcomes with minimal manual effort, the company said.
These AI Agents become a seamless extension of the business, adapting to a business’ unique tone, policies and procedures.
With “built-in vibe-coding,” business users can easily tailor each agent’s personality and communication style to reflect the brand—no technical expertise required. The result is seamless, no-code orchestration boosting self-service, task assistance, and operational efficiency across the Customer Experience domain, said the vendor.
“There’s a big difference between AI that talks and AI that gets things done,” said Barry Cooper, president, CX division, NiCE. “While others are building agents that mimic conversations, we’re building agents that fulfill customer needs—end to end. Whether it’s a mid-office approver or a back-office loan processor, Mpower Agents work across the entire CXone Mpower platform to deliver real outcomes, not just responses. That’s what separates intelligent automation from intelligent distraction.”
For more information about this, visit www.nice.com.