NICE has announced the integration of CXone Expert with OpenAI's ChatGPT technology. CXone Expert is a cloud-based Knowledge Management solution that enables easy and efficient self-service customer support. By leveraging this integration, organizations can create more realistic and human-like conversational experiences for customers without the need for agent assistance.
CXone Expert uses NICE Enlighten AI models and organization-specific data to create personalized conversational AI experiences. Integrating with OpenAI's generative modeling technology ChatGPT, the self-service customer support is not only immediate and accurate but also constructed in a human-friendly way that is easy for customers to understand.
Combining CXone Expert's content retrieval and conversational search capabilities with ChatGPT's AI-driven natural language processing enables companies to deliver improved self-service experiences that feel more human-like and eliminate the need for customer transfers or call-backs.
Elsewhere, NICE has recently released new RPA (Robotic Process Automation) capabilities, leveraging artificial intelligence to help identify business processes for automation.
“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," said Barry Cooper, President, CX Division, NICE.