NICE and ServiceNow Team Up for AI-Powered Customer Service
NICE (NASDAQ:NICE) and ServiceNow (NYSE:NOW) have announced a strategic partnership to enhance customer service automation. The collaboration was revealed at the Knowledge 2025 conference, aiming to combine NICE’s customer service automation platform with ServiceNow’s AI Platform and Customer Service Management (CSM) solution.
This partnership connects front, middle, and back-office operations into a single platform. By leveraging AI from both companies, it promises to streamline customer service interactions and enterprise workflows, improving efficiency and customer satisfaction.
Bridging Operational Gaps with AI
Barry Cooper, President of NICE’s CX Division, highlighted how this unified approach can boost both customer and employee experiences. Michael Ramsey from ServiceNow emphasized that integrating real-time customer engagement with workflow automation helps meet growing customer expectations while controlling costs.
What This Means for Customer Support Teams
- Unified AI-powered customer engagement across all service channels
- Improved workforce productivity with AI assistance
- Higher service quality through proactive optimization
Liz Miller, VP & Principal Analyst at Constellation Research, notes the partnership’s potential to significantly enhance operational efficiency and customer satisfaction.
Availability and Company Strengths
The combined solution is planned for release in Q4 2025. NICE serves over 25,000 organizations globally with its cloud-native CXone platform. ServiceNow specializes in AI tools that boost productivity and business results across industries.
NICE’s recent financials show 15.05% revenue growth and a 66.75% gross profit margin over the last year, alongside a 10% return on invested capital. These figures underscore the company’s solid operational performance.
Other Recent Developments at NICE
- Strategic alliance with Deloitte Digital to improve customer service workflows through AI and automation
- Launch of CXone Mpower Orchestrator, an end-to-end AI automation platform for customer service
- Recognition as a leader in the 2024 IDC MarketScape for Worldwide Conversational Intelligence and Analytics
- Selection by FDNY to modernize digital evidence management systems
- 400% increase in interactions with CXone Mpower Autopilot in 2024, highlighting AI’s expanding role
Piper Sandler maintains a Neutral rating on NICE with a $153 price target, noting potential strategic changes under new leadership.
What Customer Support Professionals Should Watch
This partnership signals a shift toward integrated AI solutions that manage complex workflows and customer interactions more efficiently. Customer support teams can expect tools that reduce manual tasks, improve case resolution times, and deliver more consistent service experiences.
For those interested in expanding their AI skills relevant to customer service, exploring specialized courses can be beneficial. You can find training options related to automation, AI tools, and customer experience management at Complete AI Training.
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