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NICE taps ChatGPT to enhance customer experience solutions

Rick Steves

Combining the strengths of CXone Expert and ChatGPT technology, NICE claims to be ushering in a new era of CX, where consumers are immediately routed to the right answers with no need for transfers or call-backs while creating exceptional self-service experiences that feel familiarly human.

NICE has integrated its cloud native customer service Knowledge Management solution CXone Expert with OpenAI’s generative modeling used in ChatGPT.

The result is an effortless, faster, self-service that delivers accurate answers for resolving customer issues. With this integration, organizations can create CX-rich, human-like conversational consumer experiences without engaging agents, the firm stated.

“A game changer for CX”

The integration of CXone Expert and OpenAI’s generative modeling enables consumers to resolve issues with human-friendly automated self-service

Barry Cooper, President, CX Division, NICE, commented: “This ground-breaking integration between CXone Expert and ChatGPT technology is a game changer for CX. By combining NICE’s deep CX-Industry specific Enlighten AI models with the innovative Conversational AI capabilities of OpenAI’s generative modeling, we are evolving self-service to its inevitable next level, providing brands with powerful new capabilities to enhance customer experience, create more efficient customer interactions, and boost their brand engagement in a way that feels natural, friendly and human.”

According to NICE, CXone Expert leverages NICE Enlighten AI models, custom-built for CX, and organization-specific data to create unique conversational AI models.

NICE further explains that the integration with OpenAI’s generative modeling not only ensures that the resulting answers to consumer self-service inquiries are immediate and highly accurate, but that they are also semantically constructed in a human-friendly manner, optimized for consumer understanding.

Combining the strengths of CXone Expert and ChatGPT technology, NICE claims to be ushering in a new era of CX, where consumers are immediately routed to the right answers with no need for transfers or call-backs while creating exceptional self-service experiences that feel familiarly human.

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