AI Agents Take Center Stage: NiCE, Nurix, and NWN Unveil New Customer Service Solutions

No Jitter Roll: NiCE Launches CXone Mpower AI Agents

Welcome to this week’s No Jitter Roll, your concise update on enterprise communication technology news relevant to customer support professionals.

NiCE Launches CXone Mpower Agents

NiCE introduces CXone Mpower Agents, a new AI-driven solution for customer service automation. This platform helps identify automation opportunities and build AI agents through the Mpower AI Studio. These agents tap into CXone Mpower’s APIs, knowledge bases, experience memory, multiple communication channels, and advanced models.

What makes these agents stand out is their ability to support employees via Mpower Copilot and directly assist customers through Mpower Autopilot. Barry Cooper, president of NiCE’s CX Division, explains that unlike other agents that just mimic conversations, these agents focus on fulfilling actual customer needs across various roles—from mid-office approval to back-office processing—delivering meaningful outcomes instead of simple responses.

Nurix AI Launches Voice AI Platform

Nurix.ai has rolled out NuPlay, an interactive voice AI platform designed to automate customer inquiries. NuPlay integrates with CRM, ERP, and CCaaS systems, offering features like call interruption handling, personalized agents that match brand voice, and the ability to execute actions across enterprise software.

NWN Announces AI Assistants and Digital Employee Experience Solutions

NWN introduces AiVA, a virtual assistant, and Managed DEX, a Digital Employee Experience platform. Together, they monitor device health, provide multilingual and sentiment-sensitive support, and reduce support tickets. Integrated into NWN’s Experience Management Platform (EMP), these tools give a unified view of data and automation.

Jim Sullivan, NWN’s CEO, highlights that modern employees expect intuitive, always-available support. AiVA and DEX simplify complex employee requests and convert insights into actionable solutions through AI.

NiCE and AWS Expand Agentic AI Partnership

NiCE and AWS have broadened their collaboration by integrating Amazon Bedrock, Amazon Q, and AWS’ Nova large language models into CXone Mpower. This integration streamlines AI agent creation with content-aware automation and supports enterprise-wide automation. It aims to empower global teams with AI-augmented capabilities.

Research Highlights

Employee Views on AI: GoTo Research

A recent GoTo report surveyed 2,500 employees and IT leaders worldwide, revealing skepticism about AI in the workplace. Key findings include:

• 62% believe AI is overhyped
• 86% admit they don’t use AI tools to their full potential
• 82% don’t see practical daily work applications for AI
• 54% use AI for sensitive or high-stakes tasks
• 77% do not regret using AI despite 86% doubting AI’s accuracy and reliability

Verint’s AI-Powered Customer Experience Report

Verint surveyed 5,000 US consumers about AI in customer service. Highlights include:

• 86% recognize benefits of AI in customer service
• 56% value quick access to information as the most crucial part of good service
• 73% prefer digital channels over phone support

This Week on No Jitter

• Workers Skeptical of AI, Seek Fewer Apps and Value Human-Centric Skills
• How to Get the Return to the Office Right: Insights from InfoComm
• End Users Prefer People to AI Agents – Unless They’re in a Hurry
• Infobip Debuts AI Agent Platform

Customer support teams looking to enhance their AI skills and knowledge may find helpful training resources at Complete AI Training.