Enlighten AI

Deliver better CX and capture a strong ROI

Improve every interaction with domain-specific AI and automation built to improve customer experience—and bring big cost savings to your organization.

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The world’s best brands trust NiCE to power 15B+ interactions a year

AI for every CX touchpoint

Make interactions feel real, not robotic, in any channel—even self-service. With AI-driven CX insights, your team can work efficiently and thoughtfully to give customers the right experience every time.

Use the best AI for the job

Optimize customer service with CX AI models and best-fit LLMs—orchestrated to deliver the right AI for the right job.

Deliver great internet service every time with AI models trained on actual contact center interactions—not random data.
Automate more areas of customer service with AI built for customer experience combined with leading GenAI models.
Improve any task or process—from routing to summarizing to automating —by applying proven models.
Customize Enlighten AI models, your own models, and GenAI prompts to meet your business requirements and automate processes your way.

Conquer your CX goals
with smarter AI help

Drive your business ahead of the competition with Enlighten AI’s

LLMs trained for CX and customizable AI that improves any process.

Find out even more about
Enlighten AI

Discover how the brains behind CXone

Mpower make it all happen.

Ready to experience the power of one platform?

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.

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Frequently Asked Questions

Enlighten AI, embedded across the CXone Mpower platform, uses AI-driven CX insights to automate the entire customer journey across 100% of interactions in every channel. It ensures each customer receives fast, personalized service by dynamically routing interactions, supporting agents during conversations, and continuously learning from each engagement.

AI orchestration on the CXone Mpower platform brings together the strengths of NiCE’s CX-specific models with the general knowledge of LLMs to deliver the most effective automation for each task. This makes the platform’s automations more precise, scalable, and in context for everything from simple queries to complex workflows.

With intuitive editors and access to Enlighten AI, third-party LLMs, and BYO models, businesses can tailor the platform’s AI behavior to fit their processes, compliance needs, and customer expectations. It’s low-code, so there’s no deep technical expertise needed.

With the CXone Mpower platform, you can use AI to drive smart interaction routing, boost workforce forecasting efficiency, generate evaluation forms, and get real-time automated CX analysis. You’ll increase efficiency, reduce costs, and deliver consistent service quality—all while giving teams time for more complex customer interactions.

CXone Mpower Experience Optimization (XO) taps into the industry's largest dataset of historical CX conversations to find high-ROI ways to automate processes. It then analyzes voice and text interactions to find common customer questions and issues and examines the behavior of your best agents. Finally, it creates scalable self-service workflows that satisfy customers and free up your team for bigger issues.

Definitely. The platform includes pre-built, proven workflows based on billions of CX interactions, so you can get started fast. These workflows are designed to solve real-world challenges, so you can see an immediate impact in your self-service and assisted service channels.

Enlighten AI models remember what they learn and are always adapting. They learn from every interaction in real time and improve predictions, recommendations, and decisions to keep up with changing customer behaviors and business goals.