NICE Unveils Enlighten XM: Revolutionizing Customer Experience
NICE has introduced Enlighten XM (Experience Memory) at Enterprise Connect 2024, marking a significant milestone in the evolution of its Enlighten AI suite. This cutting-edge addition integrates customer conversation data, metadata, and analytics from the business’s customer experience ecosystem, offering a deeper insight into customer journeys and preferences.
A conceptual representation of memory
The Impact of Enlighten XM
Enlighten XM plays a pivotal role in enhancing customer interactions by creating a personalized memory graph for each customer. This graph fuels a large language model (LLM) that enhances and customizes outputs across various GenAI-powered solutions within the Enlighten suite.
“Personalized experiences have been a holy grail for organizations, but most have struggled to deliver due to technological limitations. NICE Enlighten XM shatters those barriers, empowering brands to deliver on the promise of true personalization finally.” - Barry Cooper, President of the CX Division at NICE
Enlighten XM’s Versatility
Enlighten XM’s capabilities extend beyond individualized customer experiences. It bolsters Enlighten Autopilot, the virtual agent solution, enabling seamless interactions across different channels and devices. Moreover, it enhances Enlighten Copilot, the virtual assistant for contact center agents, by providing historical interaction insights to facilitate quicker issue resolution and real-time decision-making based on past performance.
The Adaptive Personalization Engine
One of the standout features of Enlighten XM is the ‘Adaptive Personalization Engine,’ which leverages the brand’s knowledge base and the LLM’s data memory to deliver unparalleled personalization across the entire Enlighten portfolio.
NICE’s Continued Innovation
NICE’s commitment to innovation is evident in its recent milestone of automating 100 million customer conversations monthly. This achievement follows a remarkable 375 percent year-over-year increase in bookings for the CX AI suite, highlighting the tangible value that Enlighten brings to organizations.
Looking Ahead
To further drive AI innovation, NICE has announced plans to develop a ‘conversational AI powerhouse’ following its acquisition of LiveVox. With an aggressive marketing campaign underway, expect accelerated innovation within the Enlighten AI suite.
Stay tuned for more updates on how NICE continues to redefine customer experiences through AI-driven solutions.
