NICE has released FluenCX, a new product suite that analyzes customer interactions to pinpoint automation opportunities.
It then matches the opportunity to the best-placed solution – whether that is self-service driven, bot-led, or human-assisted.
With such an offering, NICE makes its robotic process automation (RPA) capabilities more readily available to customers.
As such, the vendor plays to its strengths as the only contact center provider to have achieved leader status in the 2022 Gartner Magic Quadrants for CCaaS and RPA.
Meanwhile, it also works closely with Amelia on Conversational AI, a figurehead of the field, to build up an expansive self-service portfolio.
Discussing how each of these capabilities funnels into FluenCX, Barry Cooper, President of the CX Division at NICE, stated:
Brands can seamlessly identify the best opportunities to improve automation and plug service gaps. This propels customer experience beyond the contact center and reinforces the value and flexibility of a single, cloud-native platform to reduce costs while increasing customer satisfaction.
How Does FluenCX Work?
At the core of FluenCX is an analytics-fuelled intent recognition engine – powered by Enlighten XO - that gets to grips with common customer demands.
By isolating the prevalent examples, brands can unpack which queries drain most of their customer service resource.
From there, operations can dig deeper, harnessing additional analytics tools to understand how agents successfully navigate these queries.
Doing so allows the business to evaluate whether it is viable to instead apply self-service or conversational AI to remove the issue from the contact center mix.
If the resolution process is too complex, operations can instead spot repetitive processes that add to handling times and apply RPA.
