NICE Reports 400% Increase in Virtual Agent Use

NICE reported a significant rise in AI-driven customer service interactions in 2024, handling the equivalent of 123,560 years of knowledge consumption.

It partially credits the success and increased usage of its CXone Mpower platform, allowing contact centres to automate processes and enhance workforce capabilities. In their latest research, they showcase the following customer highlights:

Customer Highlights

• Sony identified that 40% of its inquiries were suited for automation, achieving a 15.9% self-service resolution rate with Autopilot and improving customer satisfaction.
• Carnival UK optimized 1.2 million guest interactions annually using CXone Mpower, enhancing efficiency and scalability.
• TD Bank Group improved AI-powered scheduling, reducing customer wait times by 88 million minutes while handling 11% more calls and achieving record satisfaction.
• Lowe’s streamlined scheduling through automation, saving over $1 million and reducing schedule change hours by 434,000.
• Realtor.com leveraged automation to enhance compliance reporting and agent insights, reallocating resources to drive business growth.
• CVS Caremark adopted AI-powered scheduling, resulting in a 40% increase in positive sentiment, 18% greater scheduling efficiency, and a 14% reduction in administrative workload.

Barry Cooper, President, CX Division, NICE, said, “We’ve reached a pivotal moment in the customer service evolution where automation now touches every interaction.

As shown by 2024’s historic numbers, businesses are realizing the immense value of AI and human collaboration in driving automated customer service. CXone Mpower is setting this new standard as the complete AI platform for workforce augmentation, interaction orchestration and service automation.”

For more information about NICE - visit the NICE Website

About NICE

NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business.

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Author: Hannah Swankie