The CXM team reports that NICE announced the acquisition of the leading cloud-based CX knowledge management platform MindTouch. Through the action, NICE aims to enhance expertise in the customer self-service section. This should be furthermore supported with a new AI-powered knowledge management solution, CXone Expert.

At a time when businesses are struggling to keep up with the digital customer demands, CXone expert steps in as an answer. The management solution has the potential to eliminate the frustration with today’s self-service experience by infusing AI and data, turning bots into smart AI-based agents.

See what your customers see: leading an intelligent human conversation

Today’s consumers expect the same level of communication with customer service organizations as the one they enjoy with friends and family. Thus, most businesses are investing in the development of intelligent digital channels that would provide human conversation at every step of the customer journey.

Nice made this top priority into reality with the launch of CXone Expert. The AI-powered knowledge management solution offers choice and flexibility to the users. With its help, customers can enjoy effortless self-service experiences no matter which digital channels they turn to first.

CXone Expert provides the right content whenever and wherever people need it, from mobile applications and search engines to chatbots and websites. Even more important, the software gives agents the full context and power to see the customer’s journey and create an intelligent, constructive conversation.

We face a new breed of next-generation consumers who live in a digital world. They want smart self-service, and they would like to get things done digitally on their own if they can, said Paul Jarman, NICE CXone CEO.

 Taking a holistic approach to digital transformations

According to the NICE CXone Customer Experience Benchmark from last year, 8 in 10 consumers are more willing to do business with companies that offer self-service options. However, only 61% of them think companies do offer easy and convenient assistance.

When rating self-service channels, only one-third of consumers are highly satisfied. These numbers become even more surprising when the next fact is highlighted – many of these surveyors transferred to live agents after using self-service reports.

Following this data, CXone Expert steps in to close the gap and boost digital channel responsiveness. The solution shows agents what customers have searched for and seen prior to submitting a case, offering a truly seamless omnichannel experience. As it turns out, CXone Expert is the platform unifying omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence on an open cloud foundation all at once.

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