CXone Mpower: Automating every dimension of customer service on the ultimate AI hyper platform

It’s here. Right on time. At the precise moment when market demands and expectations for seamless customer service have become paramount to a brand’s success, a customer service platform with speed, intelligence and power has burst onto the scene with an all-encompassing solution.

The next generation of customer service is one unified AI platform. As the world’s first and only CX-aware AI platform, CXone Mpower adds advanced services to NICE’s already market-leading architecture to deliver full-scale customer service automation.

Customer service bubbles to the forefront of your business with every interaction—and poor service can result in lost revenue. Estimates show 72% of customers will switch to a competitor after one bad experience with a brand. Maybe your chatbot put your customer on a merry-go-round journey without any resolution in sight when, instead, you could have paved the way for a fast track to resolution. Or worse, you didn’t even know that your customer was trying to reach you, and they called it quits after searching for help in vain. This creates a compounding effect where even just one misstep within your customer service ecosystem can have dire results for your business.

Want to provide better customer service? You need technology that can handle everything automatically from start to finish. That's where CXone Mpower stands out. This AI platform helps create smoother customer interactions while reducing friction that can frustrate customers. It connects all parts of your business - from customer service to behind-the-scenes operations - and helps both AI and human agents work together using the same information. This makes it easier for both employees and customers to get the answers they need. With all these tools in one place, businesses can better predict what customers want and solve problems before they happen, leading to happier customers overall.

Automation is becoming a top priority for business leaders as they recognize how it fills gaps and breaks down barriers to seamless customer service. According to a recent survey of CFOs, 60% of all businesses and 80% of large businesses plan to adopt labor-replacing automation over the next 12 months. Nearly 88% of CFOs cite their main motivation for automation as optimizing business processes.

CXone Mpower exceeds traditional automation in its ability to enable enterprises to design, build and operate every element across every customer service touchpoint. The result: True end-to-end CX automation.

As Barry Cooper, President CX Division, NICE, said when announcing the newly expanded CXone Mpower, many C-suite leaders want to fulfill their vision of fully automated customer service.

“By adding these foundational services to the architecture of CXone Mpower, we’re delivering something that has never been done before: an AI platform that fully integrates automation across every aspect of customer service, transforming contact centers from cost centers into true profit centers,” Cooper said. “CXone Mpower achieves operational efficiency at a scale previously unimaginable. CXone Mpower is a result of our unmatched investment in innovation and is designed to take CX to the next level.”

An all-in-one solution for effortless, connected customer service

We’re in an era when customer service isn’t just part of the business; it is the business. Securing your place in a competitive landscape–whatever industry you’re in–requires elevating customer service beyond a traditional inbound model into proactive, AI-powered experiences.

And, in an era when customer expectations and operational efficiency can make or break a brand, CXone Mpower brings to market a groundbreaking, powerful AI-driven platform designed to seamlessly integrate automation throughout every facet of customer service.

Contact centers can evolve from traditional cost centers into dynamic profit engines, setting a new standard for what customer support can achieve.

Let’s talk about how CXone Mpower can eliminate barriers to seamless customer experience that your organization may be facing.

Game-changing CX solution: Harness the power of seamless customer service

CXone revolutionized customer service by being the first to truly unify all channels - voice, digital messaging, chatbots, and live agents - on a single platform. This breakthrough showed what's possible when you bring everything together in one place.

Now, CXone Mpower takes this unified approach into the next generation, where AI-powered automation leads the way in customer service. This isn't just about connecting channels anymore - it's about creating seamless experiences that get smarter over time. With CXone Mpower, businesses can now have AI and human agents working together as one team on the same platform. This means AI assistants and human agents can collaborate in real-time, learning from each other and delivering better service together.

With bidirectional learning, AI agents can observe human decision-making, continuously improving their accuracy and capabilities. Likewise, human agents benefit from AI’s ability to provide real-time suggestions and insights based on rich historical data and machine learning. This powerful synergy ensures that your team is constantly evolving and getting smarter with every interaction.

Discover how to revolutionize workflows, supercharge agents and unify real-time data and knowledge with CXone Mpower:

1. Revolutionize workflows

Built on an open, scalable cloud, CXone Mpower integrates easily with other apps and is highly customizable via APIs and no-code tools. No more switching between tools or platforms—everything you need to design a flawless experience is at your fingertips. Break down one of the biggest challenges in customer service by bridging the divide between your front-line agents and back-office operations. Integrate both sides into a single workflow, so customer queries move seamlessly between departments. The result: faster response times, more accurate solutions and fewer customer frustrations.

Revolutionize workflows with these added capabilities:

• Design customer service workflows in one place
• Break down silos between customer service and back office
• Deploy faster with out-of-the-box customer service workflows
• Self-optimize workflows powered by AI-Memory

For example, CXone Mpower can leverage historical data. What this looks like in healthcare: a provider found most patients fill out pre-registration info three days before their appointment. With this insight, they now automatically make two suggestions for proactive interactions before that appointment time:

1. Send a reminder three days before the appointment
2. Use a conversational AI agent to guide a patient’s registration

To make things smoother for patients, CXone Mpower guides each step of the process. It uses AI to predict outcomes and recommend the best next actions, helping staff make smarter decisions about patient care.

2. Supercharge agents in real time

Agents gain benefits in focusing on customers with these two key capabilities: 1) real-time AI guidance during interactions and 2) AI-powered automation to help them reduce back-end tasks. Further, human agents and AI bots can work side-by-side, learning from each other in real-time. Leveraging historical interactions, CXone Mpower allows businesses to rapidly build AI agents that are not only sophisticated but also highly tailored to specific customer service needs.

Get ready to supercharge agents in real-time:

• Orchestrate both human and AI agents in one place with bidirectional learning
• Build sophisticated AI agents rapidly and accurately based on historical interactions
• Boost employee productivity with an intuitive copilot that provides support across customer service roles
• Automate interactions across both voice and digital touchpoints
• Optimize your human and AI agents with comprehensive applications that cover a variety of use cases

When a patient calls the pharmacy for a refill, the AI agent lets them know they need a doctor's visit and a test first. The patient isn't happy with this news and asks to speak with a real person. Before connecting the call, the AI gives the human agent a quick update about the situation.

The human agent sees the AI's suggested response alongside important medical information—in this case, that the medication could harm the patient's liver if taken too long. Armed with this knowledge, the agent can better explain to the patient why seeing a doctor is necessary before getting a refill.

The human agent can then “teach” the AI how to better explain medical risks to patients – also known as “reverse prompting” - adding information about how to emphasize the importance of doctor visits before refills. CXone Mpower learns from this feedback, updating how it handles similar situations in the future. By explaining things more thoroughly from the start, AI agents can help patients understand better and reduce the need for escalating to human agents.

3. Achieve data-driven precision

CXone Mpower leverages AI to continuously analyze interactions to uncover trends, root causes, and opportunities for real-time improvement. Its unified platform ensures that everything is accessible, organized, and ready for action so your teams can unlock the true potential of your data. In addition, data is protected with sophisticated, role-based access controls, so sensitive customer data is only accessible to the right people, reducing the risk of data breaches or misuse.

Buckle up and prepare to:

• Master data, knowledge and AI models in one place
• Protect data with role-based access control and powerful guardrail management
• Create personalized interactions with CS contextual insight
• Inject the right data and knowledge into all CX workflows

CXone Mpower can automatically dig through data to help uncover room for improvement in prescription refill workflows. For example, after analyzing nearly 500,000 interactions over the past two months, CXone Mpower can make suggestions for workflow enhancements. Crunching the data, it can let you know making changes will improve containment by 14%, eliminating about 13,000 monthly interactions and help nearly 10,000 patients remain compliant with their medications every year.

CXone Mpower then comes up with suggestions, such as proactive notifications when patients are on their last refill or adding medical context around those medications that require doctor’s visits and approvals before they can be refilled. And recommends including this in proactive notifications and conversational flow.

Power up your customer service

After all, there are things that are out of your control–like the weather or whether your favorite team wins the game. But in customer service–you do hold the power to orchestrate end-to-end workflows, agents and knowledge as soon as you’re ready.

Get a demo of CXone Mpower and start powering up your customer service at unmatched precision and scale.