AI-driven platforms drive efficiency & service quality gains
Organisations across a variety of sectors are turning to customer experience artificial intelligence to reduce wait times, improve service quality, and empower staff to deliver more efficient and responsive interactions, according to NiCE.
NiCE has highlighted recent outcomes from a range of customers using its CXone Mpower platform to streamline operations and enhance both employee and customer experiences. These companies, spanning financial services, insurance, non-profits, and public sector support, have reported improvements in operational efficiency and customer service metrics through the adoption of AI-driven solutions.
Customer successes
PayPal introduced AI-driven interaction scoring and sentiment analysis through NiCE, moving away from traditional manual quality assurance practices. The company reported improved customer sentiment within the first ten weeks of the pilot programme and has implemented data-led coaching and scheduling for its 6,000 staff members.
Fairstone, a large non-bank lender, implemented the Proactive AI Agent feature in CXone Mpower. Within four months, it saw a 65% response rate to its digital outreach and managed to convert 90% of those respondents into booked appointments. With more than 250 branches, this allowed the lender to perform consistent and personalised follow-up, aiming to provide more reliable and prompt customer support at scale.
Bamboo Insurance applied the platform to both train staff and support customers, leveraging AI-enabled tools to cut training times, accelerate feedback cycles, and deliver more tailored customer service. The company focused on providing staff with resources that enable faster, more specific interactions for better overall satisfaction.
The Alzheimer's Society in the UK has used CXone Mpower to unify its communication channels, including voice, email and routing, in order to improve the experience for people affected by dementia. This integration has enabled staff to give more time to vulnerable callers by spending less time on after-call administrative work and better prioritising support for those in need.
FedPoint, which provides services to millions of federal civilian and uniformed service personnel, also adopted the NiCE platform. During an open enrolment period, it managed 500,000 calls in 20 days, reducing average answering times from 35 seconds to 15 seconds. The quality scores for calls increased by 13 percentage points, making its contact centre more responsive and agile in delivering support to government and defence employees and their families.
Banking outcomes
One of the most significant outcomes was seen at Great Southern Bank, which serves a large community customer base. The bank reported that integrating advanced AI-powered features led to a 44% reduction in staff attrition, improvements in customer interaction speed, stabilisation in staffing requirements, and lower operating costs. The bank noted an increased capacity to support more customers as a direct result of the technology adoption.
Industry views
Dan Belanger, President, NiCE Americas, said, "CX AI is transforming how brands deliver experiences, and NiCE's customers are leading the way. During Customer Service Week, we're proud to celebrate the tremendous impact our customers are achieving, from faster responses and higher customer satisfaction to more empowered employees. Their innovation and dedication are raising the bar for customer experience globally, and we're honoured to partner with them in delivering this success."
The focus on CX AI comes at a time when sectors are seeking to offer more personalised, seamless, and prompt service delivery whilst managing workforce efficiency and operational costs. Businesses using platforms like CXone Mpower are increasingly building service models aimed at aligning technology with customer and employee needs.
NiCE stated that its approach enables proactive, automated, and intelligent engagement, connecting individuals, systems, and workflows in ways that can support measurable organisational outcomes. The company's customers demonstrate a demand for scalable tools which allow rapid adjustment and responsiveness in high-volume, high-stakes environments such as financial services, benefits administration, and community support.
The willingness of organisations to adopt AI-driven customer experience solutions highlights a broader shift towards digital transformation in service delivery and workforce management, particularly among those seeking to maintain a competitive standard of care and support for clients and employees alike.
