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NICE has announced that its AI solution, Enlighten Copilot, has been named a winner in the 2024 BIG Innovation Awards for Artificial Intelligence Excellence, presented by the Business Intelligence Group.
The award recognises organisations and individuals for driving innovation and bringing new ideas and experiences to life across various fields. It aims to identify those who leverage artificial intelligence (AI) to address real-world problems.
Enlighten Copilot is designed to enhance the performance of agents in contact centres. By utilising Generative AI alongside purpose-built AI for customer experience (CX), the solution generates personalised guidance for every interaction. This approach helps unlock the potential of skilled labour while reducing costs, making work more efficient by minimising repetitive tasks and providing quicker access to essential knowledge.
Barry Cooper, President of NICE Workforce and Customer Experience Group, commented, "NICE empowers contact centre agents and their customer interactions with the power of AI and augmented intelligence. The rich convergence of CXone's interaction-centric platform, our best-of-breed solutions, and Enlighten's purpose-built AI for CX, supercharges employees and drives AI-powered interactions to deliver a significantly improved customer experience."
The solution offers advanced capabilities, including conversational knowledge, on-demand guidance, and task automation. This "by-their-side" conversational AI experience enables agents to provide accurate, informed, and brand-specific responses. It also reduces the burden of repetitive tasks and offers faster access to knowledge and answers. Supervisors can leverage smarter guided interactions and AI-driven coaching to enhance both agent and consumer experiences.
Maria Jimenez, Chief Nominations Officer for the Business Intelligence Group, remarked, "Artificial Intelligence is now playing a more important role in our lives. We are so proud that such an incredible group of companies won this year's programme. Congratulations to all the creativity and hard work of every employee involved."
Organisations from across the globe submitted their innovations to be considered for the BIG Innovation Awards. A select group of business leaders and executives volunteered their time and expertise to judge the nominations, ultimately recognising those companies whose achievements stand out from their peers.
