AI Milestones and Innovations in CX: NICE Unveils CX-aware AI Platform, Genesys Secures Largest AI Deal, and More!
This week in the world of customer experience (CX) has been filled with exciting advancements in artificial intelligence (AI). From NICE claiming to have released the “world’s first” CX-aware AI platform to Genesys securing its “largest ever” standalone AI deal, the industry is buzzing with innovation.
NICE unveiled its CXone MPower solution, which promises to revolutionize customer experience performance by combining various tools into the “world’s first and only CX-aware AI platform.” This new offering, Mpower, aims to deliver advanced augmentation, effortless skill transfer between humans and AI, and enhanced AI memory-based awareness. With the ability to insert contextual insights at key moments throughout the customer journey, Mpower is set to transform the way businesses interact with their customers.
Genesys also made waves with a 200+ percent year-over-year surge in new bookings for its standalone AI products, including its largest AI deal to date. With over 40 percent of its CCaaS customers leveraging AI capabilities, Genesys is leading the way in delivering conversational, generative, and predictive AI solutions that address real problems within CX operations.
Pega is not far behind, expanding its GenAI offerings to enhance its Blueprint platform and provide additional enterprise choices via AWS and Google Cloud. By leveraging GenAI to boost efficiency and flexibility, Pega is solidifying its position as a leading enterprise AI decisioning and workflow automation platform provider.
In addition, leading customer service BPOs are deploying Sanas’ real-time accent translation technology to improve agent experiences and well-being. This technology has shown to reduce agent turnover rates by as much as 50 percent, highlighting its positive impact on the industry.
Overall, this week in CX has been filled with groundbreaking advancements in AI technology that are set to revolutionize the way businesses interact with their customers. Stay tuned for more exciting developments in the world of customer experience.
