NICE Unveils Enlighten XM, A Next Generation AI Contextual Memory Powering Customer Interactions
March 25 2024 - 7:30AM
Business Wire
Breakthrough CX AI solution leveraging unique
LLM deep data memory to drive hyper-personalized journeys
NICE (Nasdaq: NICE) today unveiled NICE Enlighten
XM (Experience Memory), the latest advancement to NICE’s CX AI
solution, Enlighten, that leverages large language models’ (LLMs)
deep data memory to hyper-personalize customer journeys. NICE
Enlighten XM ushers in a new era of CX by introducing fully
contextualized journey management. NICE Enlighten XM provides
brands with an unprecedented ability to understand, remember, and
dynamically adapt to each customer's unique needs and preferences.
These capabilities are made possible by LLMs enriched with the
industry's most extensive set of CX-specific AI models from NICE
Enlighten and equipped with a holistic customer data memory.
NICE Enlighten XM enables NICE CXone customers to deliver
seamless, context-rich interactions that effortlessly resume where
previous interactions concluded, given its advanced capability to
hyper-personalize the conversation in real-time. By leveraging a
comprehensive memory of all critical data points that distinguish
each customer interaction, NICE Enlighten XM provides instant
access to historical interaction insights for both self-service and
employee-assisted interactions.
The AI-powered technology constructs an all-encompassing memory
of each customer's journey, including their sentiment, behaviors,
and interaction history across all touchpoints. NICE Enlighten XM
demonstrates a remarkable ability to harness data from a wide range
of sources within an organization’s CX ecosystem, enabling it to
gain a deeper understanding of the intricate nuances that define
each brand-customer relationship on an individual, real-time basis.
By equipping CX AI with contextual memory, Enlighten XM enables
brands to deliver hyper-personalized, relevant, and impactful
interactions that cultivate stronger relationships at every stage
of the customer journey.
“Personalized experiences have been a holy grail for
organizations, but most have struggled to deliver due to
technological limitations," said Barry Cooper, President, CX
Division, NICE. "NICE Enlighten XM shatters those barriers,
empowering brands to deliver on the promise of true personalization
finally. With NICE Enlighten XM, brands can build stronger
relationships, drive unparalleled customer satisfaction, and lead
the way in the future of customer experience. We're excited to make
this vision a reality for our NICE CXone customers."
Key benefits and capabilities of NICE Enlighten XM include:
- 360-Degree Customer Insight: Combines interaction data,
metadata, and analytics from the entire CX ecosystem to provide an
unparalleled understanding of a customer's history and preferences,
driving more impactful and personalized interactions.
- Individualized Memory Graph: Creates a unique memory
graph for each customer, ensuring every interaction is tailored to
their specific needs with full context based on a multi-dimensional
historical record.
- Continuous Conversational Sync: Seamlessly resumes
interactions exactly where they left off, regardless of channel or
device, enabling asynchronous bot-and-agent-led interactions to
instantly understand and address customer needs.
- Adaptive Personalization Engine: Dynamically determines
the optimal next action, response, or activity in real-time based
on past performance, leveraging LLMs’ deep data memory and the
brand's knowledge base to create an evolving, customer-centric
interface.
“Enterprise decision makers are overwhelmed with options to
apply large language models and Generative AI to improve their
customers’ experience,” explains Dan Miller, Lead Analyst at
Opus Research. “Instead of approaches that employ an ocean of
undifferentiated data, they need ‘CX AI’ that is trained on company
and customer-specific data that can drive personalized, effective
outcomes. Investing in this approach now is foundational to any
strategy that differentiates their brand in the Conversational AI
era and future-proofs their business operations for years to
come.”
About NICE With NICE (Nasdaq: NICE), it's never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world's #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of ' 'NICE's marks,
please see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Cooper, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions;
competition; successful execution of the Company’s growth strategy;
success and growth of the Company’s cloud Software-as-a-Service
business; changes in technology and market requirements; decline in
demand for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
in making additional acquisitions or difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; the
Company’s dependency on third-party cloud computing platform
providers, hosting facilities and service partners; cyber security
attacks or other security breaches against the Company; privacy
concerns; changes in currency exchange rates and interest rates,
the effects of additional tax liabilities resulting from our global
operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that
may disrupt our business and the global economy; the effect of
newly enacted or modified laws, regulation or standards on the
Company and our products and various other factors and
uncertainties discussed in our filings with the U.S. Securities and
Exchange Commission (the “SEC”). For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the SEC,
including the Company’s Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made
as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240325076264/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, media@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
NICE (NASDAQ:NICE)
Historical Stock Chart
From Apr 2024 to May 2024
NICE (NASDAQ:NICE)
Historical Stock Chart
From May 2023 to May 2024