Conversations become clear, actionable summaries instantly, complete with customer intents, sentiment, and outcomes.Take the tour
The next agent picks up exactly where
the last one left off — no awkward repeating
or starting over for customers.
Agents stay present in conversations,
giving customers their full attention
without worrying about documentation.
Works with the systems you already use
— connecting smoothly to any CRM
or transcription service.
Nothing falls through the cracks. Track
promised callbacks and follow-ups
to ensure every customer commitment is kept.
Tailor summaries to include exactly what
matters to your business — from product
details to compliance information.
Understand what’s happening during
the conversation, not just after — with live
summaries and customer sentiment tracking.
Documentation that just works
Summaries happen automatically, capturing intents, actions, and outcomes with remarkable accuracy. Your agents focus on customers, not keyboards, and nothing important gets missed.
Success stories
See what global CX leaders are saying
Fulton Bank Streamlines Service for 230 Regional Banks with CXone Mpower
Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.Watch the demoContact Sales
Frequently Asked Questions
Automated Summary
Notes that write themselves
After-call work disappears, agents focus on customers instead of typing, and every conversation is captured perfectly — automatically.
Imagine a world where your agents never need to type notes again.
Traditional manual summarization creates multiple pain points:
Our automated call summaries transform this experience by capturing what matters from every conversation — voice or digital. This means lower costs, happier agents, and customers who feel truly understood throughout their journey.
Not all AI is created equal. While generic AI can generate summaries from transcripts, it lacks the precision and context needed for customer experience.
Our AI notetaking combines purpose-built CX AI models with generative technology to deliver summaries that truly understand your business. It identifies specific intents, actions, outcomes, and sentiments — then structures this information into summaries optimized for action.
The result is more accurate, relevant documentation that works out-of-the-box with your CRM and adapts to your specific business needs through extensive customization options.
The math is straightforward and compelling:
Take the number of agents writing manual notes, multiply by their interactions per year, then by the average time spent in after-call work or hold time for notetaking. Multiply that by your agents’ hourly wage, and you’ll see the immediate savings.
For example, 100 agents spending just one minute on notes per call, handling 50 calls daily, creates over 200,000 hours of time annually that could be reclaimed for better customer service.
We can help you calculate your specific ROI based on your operation’s unique metrics.
General-purpose large language models are built on internet data, not customer experience interactions. They might generate readable text but miss critical nuances of what makes a summary actionable in a customer service context.
Our AI notetaking identifies exactly what matters in each interaction — filtering out irrelevant content and highlighting the specific intents, actions, and outcomes that drive business value.
This structured approach ensures you get consistent, accurate summaries optimized for follow-up actions, not just well-written text
Turn your summaries into strategic insights:
NiCE Interaction Analytics transforms summary data into actionable intelligence about why customers contact you. Identify top conversation intents and correlate them with sentiment, silence periods, interaction duration, and outcomes.
Monitor customer intent trends over time, drilling down from broad categories to specific topics or individual interactions. Our agent productivity tools eliminate the need to create custom analytics queries, making insights accessible without technical expertise.
This turns summaries from simple documentation into a strategic advantage for continuous improvement.
Summaries appear in 2-10 seconds after the conversation ends — fast enough to be immediately useful for transfers and follow-ups.
This speed ensures the next agent has complete context before engaging with a transferred customer, creating seamless experiences where customers never need to repeat themselves.
Free your agents’ full potential
Let your team focus completely on the customer, not on remembering what to write down later.
Watch costs decrease
Reduce handle times and after-call work as notes create themselves — saving minutes on every single interaction.
Every experience gets better
Perfect context follows your customers, so they never have to repeat themselves when speaking with different agents.
Plug in and see results
Meet customers with trusted answers in search engines before they even visit your website.
Agents put customers on hold to take notes, increasing handle times
After-call work extends by a minute or more per interaction
Important details get missed or recorded inconsistently
Customers repeat themselves when transferred to a new agent
Multiply these issues across millions of interactions, and the costs are staggering
