What does it take to empower agents to make every customer interaction with your contact center an extraordinary experience?
It takes focusing agents on the behaviors proven to influence customer satisfaction.
Enlighten AI for Customer Satisfaction is a complete, out-of-the-box solution that scores agents’ soft skills on every interaction and eliminates the need for manual interpretation.
Pre-Built AI Behavioral Models
Sentiment scoring is a proven predictive indicator of customer satisfaction such as NPS, transactional NPS (tNPS), and CSAT surveys.
Enlighten AI for Customer Satisfaction opens the door to a new dimension of comprehension by scoring agent behaviors that directly impact the sentiment score.
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Bringing People and Robots together
In this video, we will demonstrate how NEVA guides the contact center agent through the ‘changing loan terms’ process, and automates their routine activities.
By optimizing the loan extension request, using NEVA, the bank was able to:
- Eliminate errors by automatically consolidating all customer data from backend systems
- Significantly reduce the process handle time
- Improve CSAT by helping a customer efficiently in a time of need
- Identify and execute an upsell opportunity in real time
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Increase your business decision velocity with Enlighten Actions Transform the way your business interacts with customer data to revolutionize the CX landscape and enhance productivity. With Enlighten, you can leverage purpose-built AI models to streamline decision-making and align CX strategies with business goals. Proactively analyze CX metrics with ease to uncover valuable insights and optimize customer experiences. Automate workflows to foster innovation, adaptability, and cost savings. And that’s just the tip of the CX iceberg. Experience exceptional results with NICE Enlighten, your path to unlocking the full potential of your business in the dynamic CX industry.
Learn why Enlighten increases business decision velocity through:
- Proactive insights into key CX metrics, enabling data-driven decisions and process optimization
- Automated reports and deep dives into CX performance, agent metrics, and customer feedback
- A centralized platform for managing all CX operations, fostering collaboration, and delivering a cohesive CX strategy
- Intelligent adaptation to changing customer expectations and industry dynamics
Create personalized, brand-aligned interactions every time Every advance in technology, in the eyes of consumers, means their life should be easier. Customer service is no exception. Enlighten is transforming the business-consumer relationship, ushering in a new era of personalized, efficient, and reliable interactions, empowering organizations to create exceptional consumer experiences.
Learn how Enlighten creates truly seamless self-service with:
- Human-like comprehension for interactions that build trust and adapt to customers’ styles
- Accurate, relevant responses based on customer intent and interaction history
- Personalized service on their preferred platforms, reinforcing brand perception
- Centralized customer data for targeted marketing and informed business strategies
- Access to all customer profiles to provide seamless interactions
