Cloud customer experience platform NICE has announced a new partnership with Google Cloud on automated self-service systems integrating with traditional contact centres.
NICE offers virtual contact centre solutions on a unified cloud platform. Its CXone cloud customer experience platform features specific CX capabilities such as smart routing to connect customer with the most suitable resources via its Enlighten AI solution.
The partnership will see NICE’s CXone platform integrated with Google Cloud Contact Center Artificial Intelligence APIs which enable Google AI in the contact centre.
The companies said the partnership would bring natural language capabilities to self-service bots, as well as agent-oriented virtual assistants.
New features enabled by the partnership include:
- The CXone Virtual Agent Hub, which provides expanded self-service capabilities via conversational bots using the no-code Google Cloud Dialogflow solution
- Google Cloud’s Agent Assist, which provides automated knowledge support in real-time during customer interactions.
“As AI-powered virtual assistants continue to become a more crucial part of the customer service mix, contact centres want flexibility and choice in deploying conversational AI bots,” said Paul Jarman, NICE CXone CEO.