NICE has launched Enlighten Journey Orchestration, a new platform that assesses real-time customer data and suggests next best actions.
Yet, to fully get to grips with the announcement, first consider what the term customer journey orchestration means.
It is the ability to listen and gauge every interaction a customer has with a business in real-time and draw insights from it.
From there, orchestration tools associate the impact of that interaction on the customer journey to identify the next best step for the customer based on their behaviors.
While the field is still in its infancy, thanks to advanced analytics engines – charged with natural language processing (NLP) and machine learning – it is gaining ground as businesses wish to create more relevant, personalized experiences.
Recognizing this, NICE has advanced its Enlighten AI portfolio to drive the field forwards.
In doing so, it has launched Enlighten Journey Orchestration. The platform includes an intent recognition engine - built on decades of data – that determines how customers express themselves digitally and with voice. In doing so, it predicts intent.
It supports this with an AI engine that assesses successful customer journey interactions – across many touchpoints - recognizing the paths that lead to positive customer outcomes.
In combining these capabilities, the Enlighten Journey Orchestration identifies the optimal execution path based on the customer’s intent and sentiment, before initiating that.
Real-time guidance through digital engagement, proactive communication, or human agents can help to steer customers in the best possible direction.
