Experience Optimization (XO) - Optimize Your CX

CXone Mpower Experience Optimization leverages the largest CX dataset of conversational interactions to understand customer intents using advanced AI. It analyzes businesses’ existing voice and text conversations to identify top automation opportunities, tasks agents complete to resolve inquiries and map the optimal workflows.

By analyzing top-performing agents' behaviors and workflows, CXone Mpower XO designs self-service to mirror top-performing agents, increasing digital resolutions and improving customer experience.

By continuously learning from all voice and text conversations, CXone Mpower XO's purpose-built AI for self-service discovers customer intents, utterances, agent workflows, and the top ROI opportunities so businesses can quickly build self-service that resolves more interactions in digital channels.

CXone Mpower XO's key differentiators in the conversational AI space are its ability to use AI to learn from conversational data across all channels combined with the largest multi-industry collection of out-of-the-box intents purpose-built for CX, prioritization of top automation opportunities by ROI, and codeless integration of intents, utterances and optimal agent workflows into intelligent virtual agent (IVA) platforms like Cxone Mpower Autopilot.

Ingest timeframes are defined in the DEF workflow and set at deployment time. These timeframes can be as often as is desired to meet the customer’s needs, within the limits supported by the data source(s).

CXone Mpower XO is bot-agnostic, meaning it can inject intelligence to make ANY bot smart, whether it’s NICE’s, or your own. The time-to-value can be greatly accelerated when combined with codeless integration to NICE’s CXone Mpower Autopilot.

CXone Mpower Autopilot is purpose-built AI for consumers. Provide personalization at scale for increased customer loyalty, delivering seamless experiences via digital journeys or AI-designed virtual agents. Provide consumers with customized self-service when and where they need it with trusted company knowledge to align every response with brand and business goals.

Basic analyst skills

Bot Building skills and IVA solution (e.g., Autopilot). CXone Mpower XO provides data to help build better bots, fast.