NICE has launched CXone Mpower Orchestrator, an “industry-first” solution delivering end-to-end customer service automation on a single AI platform.
“Leveraging functional AI and a conversational interface, CXone Mpower Orchestrator enables leaders to proactively identify automation opportunities, optimize processes, and drive efficiency like never before,”
Barry Cooper, President, CX Division, NICE, said.
Launched at Enterprise Connect, this new solution aims to tackle the issue of silos so that AI can work more holistically across the whole platform.
Examining CXone Mpower Orchestrator
Built as a layer over CXone, Mpower Orchestrator extends its AI ambitions beyond its own platform, connecting CXone to third-party applications, orchestrating workflows between them, and applying automation.
Orchestrator can then analyze and optimize processes dynamically, proactively isolating and implementing improvements across the service ecosystem.
“Traditional deployments have often led to siloed workflows, complicating the customer experience,”
Elizabeth Tobey, VP of Marketing at NICE, said.
Features that facilitate this joined-up approach include workflow insights—a tool that provides service leaders with metrics on volume, automation, containment, and resolution rates. It can also use Enlighten AI models to proactively identify emerging issues and suggest remedies.
The workflow orchestrator analyzes historical and real-time data to recommend optimal AI and human agent interactions. Users can test proposed changes before implementation.
Its no-code tool allows non-technical users to implement workflow optimizations through a conversational interface.
Its experience memory allows human agents to provide feedback to refine AI responses, ensuring continuous learning and improvement. This maintains a 360-degree view of customer interactions, enabling proactive enhancements to workflows and customer service operations.
Plus, its autopilot conversation builds AI agent workflows by leveraging past successful interactions—potentially eliminating the need for manual creation while allowing for continuous optimization.
Orchestrator also leverages NICE’s CX-specific AI models, aiming to improve the interaction users have with the AI solutions.
Understanding Customers Better
The idea of breaking down silos—as with this solution—is part of an industry trend that believes insights are being lost and AI limited by this issue.
“Customer service leaders are drowning in AI and automation tools that create more complexity instead of delivering real efficiency,” Cooper said.
By adopting an all-in-one solution that also takes into account third-party APIs, NICE believes Orchestrator can begin to not only unlock automation but also enable a better understanding of customers.
