Driving customer loyalty while increasing market share and improving profitability has always been at the heart of running a successful business. Today’s constantly shifting business environment, ever-changing consumer preferences, and technology requirements compound the complexity of balancing loyalty, growth, and costs.
This is especially true for CX leaders, who must incorporate dynamic CX strategy, future-focused business, and technological goals, as well as maintain staff efficiency and retention. Market advancements and the constant evolution of technology must also remain top of mind, as compliance with regulated industries is also essential, particularly as more complex business processes move to virtual environments. Which is why organizations are turning to AI solutions to help them achieve better decision velocity across their day-to-day activities.
What is Enlighten Actions
Enlighten Actions delivers trusted AI for business, tailored for CX leaders, combining the simple, intuitive, and humanized conversational attributes of generative AI with the trusted, secure and domain-specific data of CX. Enlighten Actions connects and runs on top of internal business data that is always aligned with company knowledge and goals, connects with systems/applications in a way which allows it to automatically take certain actions, and identifies proactive ways to alert managers to changes in their business landscape.
Enlighten Actions utilizes specialized AI models built for the CX industry and the latest generative AI models to proactively uncover areas for AI-driven optimization and carry out complex automation to accelerate execution for all CX leaders. It also leverages advanced CX applications to execute and streamline processes. Utilizing Enlighten actions increases business decision-making velocity tenfold. Additionally, it offers unique capabilities that enable organizations to gauge their level of service against industry standards and develop actionable plans to achieve their business objectives quickly.
Executives can gain faster access to data and analysis, receive actionable insights, and provide a high-level view to ensure that key business objectives will be met. When implemented as part of NICE CXone, our comprehensive solution suite helps rapidly implement automation recommendations without the onerous overhead of typical research and integration.
In addition to the contact center, businesses are increasingly using mobile apps, websites, and bots to provide customer service. However, these channels can be costly, disconnected, and difficult to govern. Therefore, it is critical for businesses to manage the efficiency and compliance of their entire CX operations, well beyond their contact center.
Enlighten Actions provides business leaders with a complete view of the CX ecosystem, highlighting inefficiencies and compliance gaps anywhere they occur. With the click of a button, business leaders can quickly gain insights and operationalize changes, resulting in a more prosperous and efficient business.
Supercharge your business with Enlighten Actions
Amplify your business decisions tenfold with Enlighten Actions by revolutionizing your business’s interactions with CX data and operations. Stay ahead of the competition by utilizing innovative conversational AI capabilities to analyze trends, optimize workflows, and automate processes seamlessly. Here's how it can supercharge your business:
- Proactive trend analysis made easy: Use generative AI’s humanized communications to stay on top of important metrics in your service operations with Enlighten Actions' proactive AI-based trend analysis capabilities. Identify trends quickly, from CSAT scores to transfer and conversion rates, and follow suggestions to help you make informed decisions that boost customer experiences.
- Workflow optimization: Enlighten Actions actively helps you optimize workflows. When transfer rates increase, it suggests adjustments to ensure interactions are routed correctly and can also implement these changes in seconds. Streamline operations and minimize customer frustration by automating these adjustments, improving efficiency.
- Process automation: Unlock the potential of automation with Enlighten Actions. Understand the reasons behind low conversion rates, such as incomplete or abandoned contacts, and access valuable industry benchmarks. By automating processes, you can eliminate manual tasks and provide customers with a seamless, hassle-free experience.
- Daily performance insights: Stay informed about your service operations with Enlighten Actions' daily reports effortlessly—schedule reports to be delivered at a specified time and gain valuable insights regularly. Make data-driven adjustments and improvements to optimize your service operations.
- Streamlined follow-up processes: Leverage Enlighten Actions to provide insights and propose automated and simplified follow-up actions. Maintaining consistent and efficient customer engagement based on the platform's recommendations improves customer satisfaction and loyalty.
- Improved compliance: Enlighten Actions streamlines compliance in regulated industries by scoring interactions for quality, compliance, and efficiency. This ensures adherence to regulations and promotes a compliant CX environment.
- Holistic CX management: Enlighten Actions offers a unified platform to manage CX operations, from digital interactions to the contact center. With Enlighten, business leaders gain a complete view of the CX ecosystem and can proactively identify areas for improvement to enhance overall performance.
- Unified application suite: Enlighten Actions can be deployed on its own, but offers multiple inherent advantages when paired with the NICE CXone cloud CX platform, combining more than 45 essential CX applications into a single interface. This eliminates switching between multiple systems, promoting efficiency and faster resolutions.
Enlighten Actions goes beyond efficiency, compliance, and overall CX management advantages to deliver exceptional benefits for your business—experience enhanced efficiency by optimizing workforce schedules, improving routing decisions and enabling real-time monitoring of customer interaction contents. Ensure compliance in regulated industries by automatically assessing interactions at risk.
Manage your entire CX operations from a single generative AI prompt, proactively identifying areas of improvement and making informed decisions. Access insights instantly through Enlighten, accelerating decision-making and operationalizing changes effortlessly.
Dive into Enlighten Actions
Sarah, a service operations manager, is determined to stay ahead. She turns to Enlighten Actions for insights and solutions. She simply asks, in plain words: “What do I need to know about my business today?” and Enlighten Action responds with three uncovered trends: an increased CSAT score, rising transfer rates, and a declining Premium Upgrade conversion rate. Recognizing the importance of addressing these trends, Sarah delves deeper into Enlighten Actions' capabilities.
Enlighten Actions proactively suggests identifying top-performing agents with high CSAT scores, including Jane Rogen, an exceptional agent. Inspired by Jane's performance, Sarah asks Enlighten Action to generate for her an email congratulating Jane and awarding her with a well-deserved gift card. Recognizing and rewarding top performers boosts morale and motivation, setting a benchmark for others to strive for excellence. Enlighten Actions makes identifying and rewarding the right agents an easy and fast activity.
Turning her attention to improving CSAT scores further, Sarah investigates the challenges agents face with below-average CSAT. Enlighten Actions identifies a common struggle—demonstrating ownership, an agent soft skill identified by NICE’s unique Enlighten AI capabilities. It then suggests creating personalized coaching packages tailored to individual agents' needs in a matter of clicks. This task, which would typically take hours, is simplified, allowing Sarah to focus on other areas of improvement.
Next, Enlighten Actions identifies incorrectly routed WhatsApp interactions as the leading cause of rising transfer rates. With Enlighten Actions' guidance, it automatically adjusts the incorrect workflow, with Sarah’s approval, ensuring efficient routing and reducing transfer rates.
Looking at the declining Premium Upgrade conversion rate, Enlighten Actions reveals to Sarah that industry benchmarks show that 76% of companies automate Premium Upgrades. Inspired by this statistic, Sarah explores their current process. Through a series of simple questions, Enlighten Actions provides Sarah with AI-driven breakdown of the current Premium Upgrade process, and shows her that customer intents related to those upgrades can be automatically detected and understood by Sarah’s AI self-service environment.
Embracing automation enhances efficiency, reduces errors, and delivers a seamless customer experience. Enlighten Actions not only suggests, but can also actually implement, the automation for these types of interactions.
Enlighten Actions is a game-changer for service operations, transforming the customer experience landscape. With proactive insights and a user-friendly interface, Actions empowers businesses to identify top performers, address challenges, deliver personalized coaching, optimize workflows, and automate processes. With Enlighten Actions, companies can elevate their service operations, improve customer satisfaction, and gain a competitive edge in today's market.
Embrace power of purpose-built AI
To succeed in today's competitive market, businesses must embrace the power of purpose-built generative AI solutions based on internal trusted CX data. Companies can gain a significant competitive edge by leveraging conversational AI-driven insights, automating support, and personalizing interactions. With these tools, businesses can transform their CX strategies, augment human capabilities, predict customer needs, and continuously optimize CX to achieve unparalleled success.
With Enlighten as their strategic partner, businesses can emerge triumphant, creating exceptional customer experiences that drive loyalty, growth, and market leadership.