April 8, 2025
NICE
NICE Copilot enables advanced skills exchange between humans and artificial intelligence (AI), infusing greater cognitive awareness into every interaction.
August 30, 2024 – NICE (Nasdaq: NICE) has announced that its Enlighten Copilot has been selected as the winner of the “Best AI-based Solution for Customer Experience” category in the annual AI Breakthrough Awards. In its seventh year, the AI Breakthrough Awards recognise the world’s most innovative companies, technologies, and products in the artificial intelligence industry with a comprehensive set of award categories that recognise trailblazing AI industry innovators.
NICE’s generative AI solution for conversational AI, NICE Enlighten Copilot, offers customer service employees a “by-their-side” conversational AI experience, acting as an empowerment booster, producing accurate, informed, brand-specific prompts and next best actions that are both behavioural and technical. Enlighten Copilot for Agents promotes smarter guided interactions, AI-driven personalised coaching, and offloading of repetitive tasks, leading to better employee and customer experiences.
Barry Cooper, president, CX division, NICE, said, “NICE is writing the next chapter in customer experience (CX) innovation by delivering next-gen augmented and automated intelligence to the CX workforce.
“NICE Enlighten Copilot supercharges employee capabilities with advanced skillability, enabling dynamic skills transfer between humans and AI, driving employees to work smarter and faster, but not harder. With new levels of automated intelligence infused into every aspect of CX operations, we are empowering employees to understand customers’ intents and preferences in greater depth than ever before.”
NICE Enlighten Copilot lives inside the CXone Agent workspace to help employees provide better CX in less time. By packaging real-time transcription, knowledge content, purpose-built AI models for CX, and generative AI (GenAI), Enlighten Copilot suggests personalised, timely responses that employees can immediately leverage.
Discover how customer service agents become heroes in the digital economy with NICE Enlighten Copilot. To view a video on how NICE Enlighten Copilot works, click here.
About AI Breakthrough
Part of Tech Breakthrough, a leading market intelligence and recognition platform for global technology innovation and leadership, the AI Breakthrough Awards program is devoted to honouring excellence in artificial intelligence technologies, services, companies, and products. The AI Breakthrough Awards provide public recognition for the achievements of AI companies and products in categories including AI Platforms, Robotics, Business Intelligence, AI Hardware, NLP, Computer Vision, and more. For more information visit AIBreakthroughAwards.com.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organisations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact centre – and beyond. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
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