CX Innovation In Action
Let NICE experts take you behind the scenes of the most exciting technologies around Data, AI, LLM and much more. This track is designed for IT professionals, CTOs, technology experts and system architects who are excited about innovation and want to make an impact with new technologies enhancements.
Going with the Flow: Data and Workflows on CXone’s Open Cloud Platform June 11, 1:30 - 2:30 PM - NICE
Whether you are on-premise now, considering a move to the cloud, or already deep into cloud computing, this session will offer something for everyone. Learn how to share data to and from our native open cloud while making our platform perfect for your environment with workflows, dashboards, and APIs.
How Hyper Awareness Enriches GenAI in Enlighten Copilot, Autopilot, and Actions June 11, 2:45 - 3:45 PM - NICE
Are you adopting generative AI to uplevel the experiences of your consumers and employees alike? During this session, we demo how generative AI is making an impact for automation, augmentation, and analysis in the contact center and explain how contextual memory can create hyper awareness in our flagship AI-powered solutions, Enlighten Copilot, Autopilot, and Actions, to drive better insights and outcomes across your Contact Center.
Best Practices to Close the Gap Between Gen AI’s Promise and Reality June 11, 4:15 - 5:15 PM - NICE
Operationalizing generative AI to achieve business value requires a comprehensive approach, including leveraging best-fit LLMs, Enlighten models, and automated prompt guidance on an interactions-centric platform. Join this session for best practices and pitfalls to applying gen AI to real-world CX challenges like automating customer experience analytics, evaluation forms, and coaching plans.
How Does WFM Work in a Digital World? Introducing True to Interval (TTI) June 12, 10:30 - 11:30 AM - NICE
How can you extend skill-based routing economies of scale into digital channels? How can you address the challenges of blending digital asynchronous work with synchronous work? NICE invented True to Interval (TTI) to transform workforce management in today’s digital age and drive operational efficiency across the contact center and back office. Attend this session with Mark Durrant, WFM Product Manager, and learn how to gain cross-departmental efficiencies and improve bottom-line performance.
Show & Tell: Unlock Better Bot Answers with Enlighten AI June 12, 12:30 - 1:30 PM - NICE
During this session, we'll show you how AI-powered bots can enable your brand's websites and apps to give better answers with Enlighten Autopilot Knowledge. Using a powerful generative AI virtual agent interface, Autopilot Knowledge provides personally tailored answers and responses derived from your knowledge articles. Learn how to cultivate your knowledge base and configure a comprehensive webchat experience to increase customer satisfaction, reduce handle times, and increase fulfillment rates with self-service through personalized answers to any customer inquiry.
Knowledge and GenAI – What has it Achieved? What Remains to Be Done? June 12, 1:45 - 2:45 PM - NICE
It has been one year since Generative AI (GenAI) transformed Knowledge Management (KM). Join Aaron Rice as he dives into GenAI's current technical state, model selection rationale, where it excels in knowledge management, persistent challenges, and what remains to unlock its full potential.
Driving Improved Human Conversations with AI June 12, 3:15 - 4:15 PM - NICE
Accent matching, noise cancellation, voice quality metrics, universal call branding, and more. NICE has it all when it comes to delivering the best call experiences for agents and customers. Join this demo and discussion session that discusses the many useful tools you can put into place to ensure that your voice channel delivers on the CX promise customers expect.