Overview
Most live customer service interactions are filled with subtle yet valuable customer cues. When service representatives are instantly alerted to these important cues, a powerful opportunity emerges to positively influence agent behavior and their real-time responses. The result adds value to the customer experience and drives positive business outcomes for the organization.
NEVA and NICE Enlighten AI work together to ensure extraordinary customer experiences by:
- Empowering agents with immediate behavioral feedback on how to steer customer conversations with easy to understand prompts and specific recommendations.
- Providing agents with real-time process guidance and task automation, driven by the agent’s behaviors and desktop actions, during the live customer interaction.