Automation and AI

Artificial Intelligence (AI) allows computers to perform complex tasks that humans usually do. This can include solving problems, making decisions, reasoning, generating new images, and understanding language well enough to hold human-like conversations.

Within the CXone Mpower platform, AI can:

Take the place of live agents and handle entire conversations on their own.
Improve the routing of contacts to the most appropriate agent.
Analyze data to show ways you can improve issue resolution, decrease costs, and use self-service options to improve the customer experience.
Generate charts to help you visualize your data better.

Many CXone Mpower applications use AI to provide assistance to agents, such as:

Generating summaries after interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
Providing agents relevant articles and information in real time during an interaction.
Authenticating contacts The person interacting with an agent, IVR, or bot in your contact center. using their voice.
Suggesting the next best action to take.
Suggesting appropriate responses in real time.
Determining the contact's sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. and providing guidance help the agent improve the interaction.
Reminding the agent about required statements to say or actions to take during an interaction.

AI technologies in CXone Mpower require additional licenses.

CXone Mpower AI

CXone Mpower AI is both an AI and a machine learning framework. It's tuned for contact The person interacting with an agent, IVR, or bot in your contact center. engagement so it can provide a complete, objective analysis of every interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Many CXone Mpower applications use this AI-derived and driven data.

AI Assistance for Administrators and Business Leadership

CXone Mpower administrators and business leadership within your organization can benefit from the following applications:

Actions: An AI tool designed for customer experience (CX) leaders. It helps you make decisions to reach your organizational goals quickly.
AI Routing: An advanced routing solution that uses AI and machine learning to predict the best connections between contacts The person interacting with an agent, IVR, or bot in your contact center. and agents.
XO: A tool that analyzes your historical interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. data. You can use the results of the analysis to guide your configuration and optimization of the AI applications you use in CXone Mpower.
GenAI Prompt Editor: A tool that lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for CXone Mpower products that use them.

Virtual Agents

A virtual agent is a software application that handles interactions with contacts The person interacting with an agent, IVR, or bot in your contact center. in place of a live agent. The interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. can be simple or complex. For example, virtual agents can collect information from a contact before passing them to a live agent, or they can handle full conversations with the contact in place of live agents.

CXone Mpower offers three native virtual agent applications: Autopilot, Autopilot Amelia, and Bot Builder. It also supports a number of third-party integrations.

Autopilot

CXone Mpower Autopilot is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice and digital Any channel, contact, or skill associated with Digital Experience.interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot virtual agents understand human language and respond to contacts naturally. They can switch topics, understand context, and answer questions with human-level comprehension. Autopilot virtual agents can fully resolve issues via self-service, limiting escalations to live agents.

You can learn more about Autopilot or see what's required to set it up to work in CXone Mpower.

Autopilot Amelia

Autopilot Amelia is a full-service, data-driven intelligent virtual agent A software application that handles customer interactions in place of a live human agent.. It handles voice and digital Any channel, contact, or skill associated with Digital Experience.interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. in the place of live agents. Autopilot Amelia virtual agents understand human language and respond to contacts naturally. They can switch topics, understand context, and answer questions with human-level comprehension. Autopilot Amelia virtual agents can fully resolve issues via self-service, limiting escalations to live agents.

You can learn more about Autopilot Amelia or see what's required to set it up to work in CXone Mpower.

CXone Mpower Bot Builder

Bot Builder is a native CXone Mpower virtual agent solution. It enables you to create your own virtual agents, or bots, even if you have no coding knowledge or programming expertise. If you can carry on a conversation, you can create a working bot. These bots can handle interactions that are simple or complex. For example, bots can simply collect information from a contact before passing them to a live agent, or they can handle full conversations with the contact in place of live agents.

Learn more about Bot Builder and conversational AI or start learning how Bot Builder works.

Agent Assist Applications

Agent assist applications allow you to provide your agents helpful information in real time during an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. These applications "listen" to the interaction by analyzing its transcript throughout the conversation. Based on its analysis, the application provides assistance to the agent. For example, an agent assist application could show the agent a list of FAQs that are relevant to the contact's The person interacting with an agent, IVR, or bot in your contact center. questions. This makes it easier for the agent to swiftly answer questions without making the contact wait.

CXone Mpower offers three native agent assist applications: AutoSummary, Copilot for Agents, and Real-Time Interaction Guidance. It also supports a number of third-party integrations. The following sections explain these options in more detail.

CXone Mpower AutoSummary

AutoSummary automatically generates a summary for agents at the end of inbound and outbound voice and digital Any channel, contact, or skill associated with Digital Experience. messaging interactions. The generated summary appears in the Notes field in Agent applications at the end of the interaction. For MAX, summary details appear as a pop-up window. For voice interactions, agents need to manually copy the details from this window into the disposition notes. It can be passed to a supported CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. application, which makes the summary available for future agents who interact with the contact. The summary data can also be used in Interaction Analytics.

You can learn more about AutoSummary.

CXone Mpower Copilot for Agents

CXone Mpower Copilot for Agents is an AI-powered agent assist application. It helps agents handle voice and digital Any channel, contact, or skill associated with Digital Experience. interactions more effectively. It generates interaction summaries, suggests responses agents can send to contacts, and more. Using Copilot for Agents decreases ACW State that allows an agent to complete work requirements after finishing an interaction. time and AHT Average Handle Time is the average amount of time an agent spent handling an interaction.. It increases agent and customer satisfaction.

You can learn more about Copilot for Agents.

CXone Mpower Real-Time Interaction Guidance

Real-Time Interaction Guidance (RTIG) is like a coach who's always available and ready to help. It can provide agents with suggestions during an interaction at the exact time it can make a difference. RTIG uses CXone Mpower AI A comprehensive AI framework for customer engagement, with models trained on billions of real-life consumer interactions. to provide real time suggestions for how agents can improve each call.

You can learn more about RTIG.

Assistance for Supervisors

AI-based assistance is available for supervisors in CXone Mpower Supervisor. The assistance provided is designed to help supervisors stay on top of what their agents need in real time. This allows them to respond quickly and provide help, coaching, or extra guidance when it can make a difference.

The following assistance is available in Supervisor:

CXone Mpower Copilot for Supervisors: Provides alerts when an agent has an urgent need, and insights into the data available in Supervisor.
CXone Mpower Real-Time Interaction Guidance: Supervisors can view data from Real-Time Interaction Guidance in real time as their agents handle interactions.

Voice Biometric Authentication

You can use voice biometrics to authenticate contacts The person interacting with an agent, IVR, or bot in your contact center. on voice channels Various voice and digital communication mediums that facilitate customer interactions in a contact center.. This method uses voiceprints to authenticate contacts over the phone. Every person has a unique voiceprint, just as they have unique fingerprints. It only takes 0.5 to 3 seconds of normal, conversational speech for a voice biometric service to determine if the caller is who they claim to be.

In CXone Mpower, voice biometric authentication is supported for interactions with live agents, IVRs, and virtual agents. A supported voice biometrics provider is required. The connection between the voice biometric provider and CXone Mpower is set up and managed in Voice Biometrics Hub. Custom scripting is required to complete the integration of voice biometrics into CXone Mpower.