NICE introduces Enlighten AutoSummary
Customer Experience (CX) software provider NICE announced the launch of its new complete, out-of-the-box, AI contact center solution called Enlighten AutoSummary.
According to the firm, this new solution is geared towards automatically generating contact center summaries of every customer interaction with an agent.
With the use of Enlighten AutoSummary, agents can concentrate fully on addressing the customer’s issue during a call rather than on summarizing what is being said. Service quality would also be improved with their notes containing more comprehensive customer context.
The solution is underpinned by extensive purpose-built, predictive AI models based on the industry’s leading CX dataset. Enlighten AutoSummary also works with any CRM system so that all notes are easily accessible by any agent using tools they are already trained on. Contact centers can use the summary data as part of comprehensive analytics programs to ensure that promised actions and outcomes, such as callbacks, have been scheduled.
NICE President of CX Division Barry Cooper said, “Enlighten AutoSummary continues NICE’s relentless CXi (Customer Experience interactions) focus on delivering exceptional experiences with innovative AI technology that enables contact centers to capture and summarize critical information in agent interactions with customers.
“Our latest out-of-the-box solution automatically identifies contact reasons and outcomes with high accuracy– allowing the agents to focus on the customer at the present moment. And, whether the last interaction was 5 minutes or 5 months ago, Enlighten AutoSummary provides the next agent and the supervisor with everything they need to know for more personalized, seamless customer service every time,” he added.
