Experience Optimization (Enlighten XO) - Optimize Your CX

{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What does enlighten Experience Optimization (XO) do?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eEnlighten XO leverages the largest CX dataset of conversational interactions to understand customer intents using advanced AI. It analyzes businesses\u0026rsquo; existing voice and text conversations to identify top automation opportunities, tasks agents complete to resolve inquiries and map the optimal workflows.\u003c/p\u003e\n\u003cp\u003eBy analyzing top-performing agents\u0027 behaviors and workflows, Enlighten XO designs self-service to mirror top-performing agents, increasing digital resolutions and improving customer experience.\u003c/p\u003e"}},{"@type":"Question","name":"What value does xo bring?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eBy continuously learning from all voice and text conversations, Enlighten XO\u0026rsquo;s purpose-built AI for self-service discovers customer intents, utterances, agent workflows, and the top ROI opportunities so businesses can quickly build self-service that resolves more interactions in digital channels.\u003c/p\u003e"}},{"@type":"Question","name":"How is XO unique?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eEnlighten XO\u0027s key differentiators in the conversational AI space are its ability to use AI to learn from conversational data across all channels combined with the largest multi-industry collection of out-of-the-box intents purpose-built for CX, prioritization of top automation opportunities by ROI, and codeless integration of intents, utterances and optimal agent workflows into intelligent virtual agent (IVA) platforms like Enlighten Autopilot.\u003c/p\u003e"}},{"@type":"Question","name":"How often can customers ingest data into XO? voice and text etc.","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eIngest timeframes are defined in the DEF workflow and set at deployment time. These timeframes can be as often as is desired to meet the customer\u0026rsquo;s needs, within the limits supported by the data source(s).\u003c/p\u003e"}},{"@type":"Question","name":"How do you operationalize the data insights from XO?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eXO is bot-agnostic, meaning it can inject intelligence to make ANY bot smart, whether it\u0026rsquo;s NICE\u0026rsquo;s, or your own. The time-to-value can be greatly accelerated when combined with codeless integration to NICE\u0026rsquo;s Enlighten Autopilot.\u003c/p\u003e\n\u003cp\u003eEnlighten Autopilot is purpose-built AI for consumers. Provide personalization at scale for increased customer loyalty, delivering seamless experiences via digital journeys or AI-designed virtual agents. Provide consumers with customized self-service when and where they need it with trusted company knowledge to align every response with brand and business goals.\u003c/p\u003e"}},{"@type":"Question","name":"What skill set is required for a customer to manage and operationalize XO?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003e\u003cstrong\u003eBasic analyst skills\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eRequires familiarity with contact center metrics such as duration, sentiment, interaction volume, etc.\u003c/li\u003e\n \u003cli\u003eRequires the ability to use filters of various types to create Target Media Sets to identify the interactions of interest on which to run an Enlighten XO project.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eBot Building skills and IVA solution (e.g., Autopilot). Enlighten XO provides data to help build better bots, fast.\u003c/p\u003e"}}]}