NICE has announced that its Enlighten Copilot has won the Best AI-based Solution for Customer Experience category in the annual AI Breakthrough Awards. Now in its seventh year, the AI Breakthrough Awards recognise the world's most innovative companies, technologies, and products in the artificial intelligence sector. The awards aim to highlight trailblazing AI industry innovators across a comprehensive array of categories.
Enlighten Copilot is NICE's generative AI solution for conversational AI. It offers customer service employees a by-their-side conversational AI experience, designed to act as an empowerment booster. It produces accurate, informed, brand-specific prompts and suggests next best actions that integrate both behavioural and technical aspects. According to NICE, Enlighten Copilot aims to provide smarter guided interactions, AI-driven personalised coaching, and the offloading of repetitive tasks, ultimately resulting in improved employee and customer experiences.
Barry Cooper, President of the CX division at NICE, commented on the achievement: "NICE is writing the next chapter in customer experience (CX) innovation by delivering next-gen augmented and automated intelligence to the CX workforce. NICE Enlighten Copilot supercharges employee capabilities with advanced skillability, enabling dynamic skills transfer between humans and AI, driving employees to work smarter and faster, but not harder."
Cooper further noted the solution's impact on understanding customer interactions. "With new levels of automated intelligence infused into every aspect of CX operations, we are empowering employees to understand customers' intents and preferences in greater depth than ever before," he added.
NICE Enlighten Copilot is integrated within the CXone Agent workspace to help employees deliver better customer experiences in a shorter time frame. It combines real-time transcription, knowledge content, purpose-built AI models for CX, and generative AI (GenAI). This integration is aimed at suggesting personalised and timely responses that customer service agents can immediately deploy in their interactions with customers.
The AI Breakthrough Awards programme is part of Tech Breakthrough, a market intelligence and recognition platform that honours excellence in artificial intelligence technologies, services, companies, and products. The awards programme seeks to offer public recognition for achievements within the AI sector across categories such as AI Platforms, Robotics, Business Intelligence, AI Hardware, NLP, and Computer Vision.
NICE has established a significant presence in the AI-powered customer experience landscape. With over 25,000 organisational clients in more than 150 countries, including partnerships with over 85 of the Fortune 100 companies, NICE aims to transform and elevate every customer interaction.
