NICE’s CXone MPower artificial intelligence (AI) hyper platform managed a record number of automated customer interactions during the Black Friday and Cyber Monday (BFCM) weekend, as businesses leaned into automation to meet shopper demands.
In addition to the 80% total increase in year-over-year digital interactions for the weekend, NICE reported single-day year-over-year (YOY) spikes of digital interactions during the weekend of 143% and 120%.
NICE CXone MPower equips businesses to design, build, and automate workflows, agents, and knowledge management, enabling efficiency and delivering automated customer experiences.
NICE CEO, Barak Eilam said, “With higher digital interaction volume, the need to fully automate customer service is becoming the top priority for enterprises. Today’s consumers demand immaculate service that is predictive, proactive, and automated.
“With CXone MPower, businesses aren’t just surviving the holiday rush—they are revolutionising their customer service. CXone Mpower leverages the power of AI and automation to enable businesses to anticipate customers’ needs to deliver exceptional experiences in the moments that matter most.”