recent CX Today interview<\/a>:<\/p>\n\u201cA lot of our work handles 90% of routine demand. What that does for us at the business is it frees up teams to focus on highest need cases, where humans can still work their magic.\u201d<\/p>\n
The Research Engine Behind the Platform<\/p>\n
NiCE Labs, the final announcement, is built around three pillars: research and benchmarking, prototyping and incubation, and AI advocacy.<\/p>\n
The gap it aims to close \u2013 between what AI delivers in a demo and what it reliably does inside a live contact center \u2013 is one enterprise CX leaders will recognize.<\/p>\n
Indeed, Phil Heltewig, Chief AI Officer at NiCE, was direct in his comments:<\/p>\n
\u201cRaw AI capability and enterprise CX leadership are fundamentally different. NiCE Labs is how we close that gap.\u201d<\/p>\n
Eifion Lloyd, Senior Manager of Customer Enablement and Strategy at Openreach, offered a useful data point in the same CX Today interview. On the company\u2019s move into generative AI, he said:<\/p>\n
\u201cWe A\/B tested a generative AI \u2018ask me anything\u2019 chatbot and that reduced install cancellation by 22%. This has all been done with the AI having very strong guardrails, being very compliant whilst also maintaining fluency in responding to customers and being really flexible.\u201d<\/p>\n
NiCE Labs will release prototypes on an accelerated cadence and publish benchmarking findings for the wider market.<\/p>\n
For enterprises trying to determine which AI announcements hold up beyond the conference floor, that output will be worth watching.<\/p>\n","protected":false},"excerpt":{"rendered":"NiCE has used its annual NiCE World conference in Orlando to announce three AI initiatives: AI-native CX platform…\n","protected":false},"author":2,"featured_media":68167,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[179,7493,25,512,4616,1156,27632],"class_list":["post-68166","post","type-post","status-publish","format-standard","has-post-thumbnail","category-agentic-ai","tag-agentic-ai","tag-agentic-artificial-intelligence","tag-artificial-intelligence","tag-automation","tag-workforce-engagement-management","tag-workforce-management","tag-workforce-management-software"],"_links":{"self":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/68166","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/comments?post=68166"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/68166\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media\/68167"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media?parent=68166"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/categories?post=68166"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/tags?post=68166"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}