Optimize customer journeys.
Detect friction automatically
Identify bottlenecks in self-service interactions and course correct for continuous improvement.
Deliver frustration-free experiences
Reduce customer effort and empower customers to help themselves.
Optimize routing, every time
Reduce escalations, callbacks and repetitive requests.
Deliver a superior experience
Optimize bot performance with actionable real-time insights on customer conversations.
Self-service reimagined
CXone Self-Service Analytics automatically identifies friction points in self-service journeys so you can boost containment rates and CSAT. Quickly find adverse patterns in your IVR paths with simple dashboards. Flexible visualization capabilities allow you to identify where containment issues are occurring, such as frequent agent transfers and abandoned conversations. Implement improvements and track changes to see trends and impact over time. Continuously refine self-service journeys to provide faster, more accurate service.
Elevate self-service with data-driven automation.
Enable smarter conversational AI quickly, with no developer resources, to improve key business metrics.
Actionable real-time insights.
CXone Bot Builder allows you to rapidly build, test, and maintain conversational AI bots for faster self-service and better CX on digital and social channels. Go beyond maintenance and optimize your bot with real-time data and insights into your bot's performance and your customers' journeys.
Real-time data
Gain insight into customer conversation data such as escalated or abandoned conversations, message volumes, engagement rates, and more.
Customer journey analytics
View the conversation journeys customers take with your bot, giving you valuable insight into the bot’s usage and effectiveness.
"36% of consumers say it’s important to them that self-service get smarter."
NICE 2022 Digital-First Customer Experience Report
White Papers
How AI redefines self-service
To achieve customer centricity, capture and analyze every customer conversation and apply insights to every channel.
Blog
Complex customer service
Learn how the increasing popularity of bots is making customer service more complex and how to remedy it.
White Papers
AI-Enabled Self-Service for the Enterprise
Read this DMG report for an in-depth analysis of the capabilities and versatility of AI-based IVAs.
