AI Routing

Immediately. From the moment Enlighten AI Routing is activated, it delivers a positive impact on your business. Our clients typically see a meaningful payback in less than one month and a 2X return within the first year of deployment.

Enlighten AI Routing is unique because it leverages NICE’s assets and wealth of experience in analyzing billions of interactions through decades of work with contact centers. NICE’s proprietary consumer behavioral database, the most comprehensive in the industry, contains millions of customer communication style insights and experience preference scores derived by algorithms that understand customers’ language and behaviors. This resource, unique to Enlighten AI Routing, matches your customers with the best available agent to meet their needs.

We have specific KPIs; how does Enlighten AI Routing optimize on those metrics? Enlighten AI Routing drives immediate and measurable improvements in customer experience, operational efficiency, and revenue generation. Some common metrics include, but are not limited to: Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Retention, First Call Resolution (FCR), Average Handle Time (AHT), and Sales Conversion. Further, Enlighten AI Routing integrates with additional data sources to optimize any call-level KPI. And, with the solution’s flexibility to route on different metrics, organizations also choose to target KPIs by skill group or division, and adjust for seasonality. For example, a healthcare provider uses Enlighten AI Routing to optimize on AHT in specific skill groups, and CSAT in others.

None. One of the greatest advantages to Enlighten AI Routing is that no additional work is required of your agent team. There is no incremental coaching, training, or survey effort required. By leveraging your agents’ historical call data, combined with Enlighten AI Routing’s AI engine and proprietary algorithms, the solution determines the best available agent for the caller in real-time. In a fully-automated system, machine learning and predictive models optimize routing decisions for the environment, and your agents continue to simply take the calls routed to them.

Using historical data, Enlighten AI Routing predicts the average performance of new agents. From the agent’s very first call, our algorithms begin learning their unique strengths while continuously updating algorithms to refine predictions. As an artificially intelligent system, no manual maintenance is required for Enlighten AI Routing.

Enlighten AI Routing assesses each agent’s performance, including call length, customer satisfaction, and how they interact with customers of varying personality characteristics and interaction preferences. After each call, Enlighten AI Routing’s machine learning algorithms and Recommendation Engine identify the success of every single interaction. They look for new patterns in how outcomes when the agent spoke to customers with varying traits and in varying situations. Enlighten AI Routing then updates its predictions to improve every future customer and agent match.

Yes, even with first contactors, Enlighten AI Routing benefits begin immediately. With the industry’s most comprehensive proprietary consumer database, a first contact for a particular enterprise may already have a known profile. Even if the Recommendation Engine has limited information on the consumer, its AI still accesses other information such as the agents’ performance history with callers it knows very little about or the agent’s performance on that call type.

What type of data is exchanged?
To implement and operate the solution, we will need a flat data file containing call records (e.g., Agent ID, ANI, call length, etc.) This data is used by our AI-powered Recommendation Engine to determine the best available agent for a given customer and to track performance.

Are you analyzing my customer data to determine personality?
No. Your CDR and CTI data are not used to determine personality insights.

Is my data used at other customers?
No. Other customers do not use any of the raw data you provide, including CDR records and information through a CTI connection to the ACD.

How do you ensure the security and privacy of customer data?
NICE upholds a commitment to privacy and security across our software and infrastructure. Trusted products are our top priority. We meet our privacy and security commitment with strict solution privacy standards:

• Confidential written customer agreements
• The behavioral database contains no protected class information
• The behavioral database contains de-identified caller phone number data
• The behavioral database does not contain any third-party data
• The behavioral database does not contain any Personally Identifiable Information (PII)
• No customers have access to the behavioral database
• Data from the behavioral database is never sold or licensed to any third parties
• Customer data is stored and protected separately and utilizes dedicated application service processing

Our team of SaaS security and privacy experts are proud to uphold the rigorous privacy standards that earn and maintain the trust of our customers.

Does the solution work with my existing routing platform?
No. Enlighten AI Routing is works only on CXone.

Do we need to install new hardware?
No, Enlighten AI Routing is cloud-based. There is no need to install new servers or other hardware.

What does implementation look like?
Enlighten AI Routing is Software as a Service (SaaS). There are no start-up costs and no implementation or professional services fees. And, because Enlighten AI Routing is cloud-based, there is no hardware or software to procure, deploy, or maintain. With some simple updates to your existing routing logic, along with a straightforward integration, Enlighten AI Routing quickly begins improving interactions and driving value.