NICE - AI Readiness Guide
NICE - AI Readiness Guide
NICE - AI Readiness Guide
Your AI-Ready
Business
A blueprint for success
CONTENTS
JUMP TO SECTION
Introduction
What workers have to say about AI
Introduction
92% of workers say AI tech has a positive impact.
Nearly all workers surveyed say the artificial
What does it mean intelligence tools they have access to have a
to be AI ready? Technology has always been at the forefront of But how do you capitalize on this amazing new
positive impact, according to Adobe — and
26% went so far as to call the tech a “miracle.”
human creativity, ingenuity, and resilience. Numerous technology? What does it take to harness this limitless
Nearly half (41%) agreed that “AI has completely
technological waves have swept our world, making potential for your business?
The changed how I work for the better.”
a splash throughout history, creating new industries,
foundation Or, in other words, is your business AI ready?
defining new business models, and ultimately reshaping
how we interact with the world around us. This eBook will guide you through the steps necessary 92% 26%
said AI had a call the tech
The An exciting technology wave is well underway and
to determine where your business stands on your positive impact a “miracle.”
essentials AI readiness journey, ensuring you capture the full
is about to crash against our Customer Experience
potential of AI for CX and beyond.
(CX) shores with full force. The new age of artificial
intelligence has arrived — a technology super-wave
The finishing 41%
that comes with consequences that are far-reaching
touch agreed that AI
for the CX space and beyond. “changed how I
work for the better.”
AI is the long-awaited CX alchemist, conjuring up an
The impact of entirely new world of possibilities of how technology
AI for business The top reported productivity gains of AI
and customer service can be melded together, and it is
include:
enabling the future of CX today.
Conclusion
45% Reducing or eliminating tedious work
Introduction
What does it mean
What does it mean
to be AI ready?
to be AI ready?
The
foundation
For this eBook, we define AI readiness as: An organization’s preparedness to effectively
integrate, leverage, and maximize artificial intelligence (AI) within its business and
The customer experience (CX) operations. Three key elements are required for AI readiness.
essentials
The finishing
touch
Moving to the cloud Evaluate your CX strategy Beware the Frankenstack
Complete your move to the cloud, As deployed in the past decade, As you build a new AI infrastructure,
The impact of but do it right. The transition is only digital CX did not live up to you have a golden opportunity
AI for business complete when you feel a dramatic its promise. To achieve fluent to get it right, avoiding past
acceleration in your speed of consumer journeys, there is no mistakes resulting in a siloed and
innovation. That velocity can only such thing as standalone CX complex ‘Frankenstack.’ Seamless,
Conclusion be achieved once you fully replace digital transformation. It must be streamlined experiences can only
your legacy technology stack an inherent part of your overall materialize when part of a simple
with a consolidated and simplified CX strategy and a native part of a and robust platform that natively
cloud-native platform. single platform. brings together all applications,
data, and AI.
To achieve this, we have broken up AI readiness into three pillars, necessary for long-term
success and maximizing your AI resources.
CONTENTS PILLAR 1
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The
Introduction
The foundation foundation
What does it mean
to be AI ready?
The
foundation
What to expect in this chapter:
The • The importance of cloud infrastructure for scalable
essentials
and cost-effective AI operations
The finishing • The crucial role data plays in informing AI decisions
touch
and personalized customer experiences
The impact of • The need for a unified tech stack for successful
AI for business
digital transformation
$24.63
2010
The impact of billion
$156.4
AI for business 2020
billion
Conclusion
Moreover, embracing pay-as-you-go pricing, KEY The cloud is essential for scalable
TAKEAWAY
the cloud model proves a prudent approach to AI and cost-effective AI operations,
investment, ensuring you only pay for the resources offering flexible options, pay-as-
utilized. This is advantageous for agile development, you-go pricing, and a global reach
prototyping, and experimentation, democratizing AI that optimizes AI performance and
adoption by eliminating the need for substantial upfront security while reducing IT burdens
investments in physical infrastructure. for organizations.
CONTENTS PILLAR 1
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NICE Enlighten is trained on the largest CX customer trust and loyalty. Effective knowledge management
cultivates a strong foundation for AI initiatives, ensuring that
The impact of dataset in the world, comprised of billions of
AI technologies reach their full potential for sustained success
AI for business interactions across all business disciplines.
and innovation in the ever-evolving business landscape.
The platform. Integrating AI is a potent catalyst, elevating and AI. In the specialized customer service domain,
digital interactions and bridging the gap in the digital AI initiatives must be tailored to CX specifics and
essentials
world. This alignment of AI with your broader digital implemented at scale. By embracing a comprehensive
endeavors holds the key to creating seamless consumer and unified approach, you not only sidestep the
The finishing journeys and ensuring the success of your digital pitfalls of fragmented solutions but also position your
touch transformation. organization for AI-driven triumph in the digital age.
Gartner has estimated that 85% of emphasizes ethical and responsible AI practices, building
The impact of
and maintaining customer trust—a cornerstone of lasting
AI for business artificial intelligence (AI) and machine
CX success.
learning (ML) projects fail to produce
a return for the business.* The reasons
Conclusion
often cited for the high failure rate include KEY Organizational buy-in is critical
TAKEAWAY
poor scope definition, bad training data, for successful AI implementation,
*Forbes: Achieving Next-Level Value from AI by Focusing on the Operational Side of Machine Learning, 2023
CONTENTS PILLAR 2
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The
Introduction
The essentials essentials
What does it mean
to be AI ready?
The
foundation
What to expect in this chapter:
The • The importance of developing a skilled workforce
essentials
through training and strategic hiring for effective AI
The finishing integration
touch
• The role of knowledge management in ensuring
The impact of
consistent customer experiences and efficient
AI for business problem-solving
• The significance of robust risk and compliance
Conclusion
management, including cybersecurity, for
maintaining ethical AI practices and data protection
CONTENTS PILLAR 2
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*The White House: The impact of artificial intelligence on the future of workforces in the European union and the United States of America, 2022.
CONTENTS PILLAR 2
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— Elizabeth Tobey, Head of Digital and AI solving, and cost savings through
task automation, ultimately
Marketing at NICE
enhancing customer satisfaction
and operational efficiency.
CONTENTS PILLAR 2
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Conclusion
Compliance systems enforce stringent measures KEY Robust compliance systems and
TAKEAWAY
such as access controls and encryption to protect cybersecurity measures are
customer data from unauthorized access or breaches. essential for ensuring adherence
Furthermore, it advocates for transparency and to data protection laws, mitigating
accountability in AI systems, requiring organizations to risks, and maintaining ethical AI
explain AI decisions effectively. Compliance and risk practices, safeguarding sensitive
data, and fostering customer trust
for successful AI integration.
The finishing
Introduction
The finishing touch touch
What does it mean
to be AI ready?
The
foundation
What to expect:
The • Leveraging AI for business growth in sales
essentials
and marketing
The finishing • The importance of stakeholder alignment for
touch
sustained success
The impact of • The benefits of automation, streamlining operations
AI for business
for increased efficiency and improved customer
experiences
Conclusion
CONTENTS PILLAR 3
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Conclusion
KEY Incorporating AI into sales and
TAKEAWAY
marketing strategies is crucial
for maximizing ROI and customer
satisfaction through precise
targeting, personalized experiences,
and optimized resource allocation.
*Gartner: Generative AI: What Is It, Tools, Models, Applications and Use Cases. 2023
CONTENTS PILLAR 3
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Conclusion
KEY Organizational alignment is vital
TAKEAWAY
for successful AI implementation,
enabling smoother change
management and effective risk
mitigation, guiding the organization
towards long-term success and
adaptability.
Conclusion
Companies anticipating and KEY Automation enhances operational
TAKEAWAY
communicating proactive efficiency, customer experiences,
service solutions have a 7% and cost savings over time, enabling
organizations to focus on strategic
higher three-year revenue
tasks and drive sustained AI
growth average.*
success.
Introduction
The impact of AI for business
What does it mean
to be AI ready? Why does this all matter? Because AI is and will continue platform across over 40 different channels, and NICE’s unrivaled
to revolutionize the world as we know it. But what separates domain expertise. And it has the highest possible security
those who ride this new technology wave from the rest is the guardrails, protecting your proprietary data while providing the
The
preparation of AI for their business. advantages of generative AI.
foundation
Becoming AI ready will allow your business to reap the rewards When your consumers interact with Enlighten, it acts as your
that only come from proper planning and preparation. best and most trusted employee, creating fully personalized
The experiences while aligning each response with your brand and
essentials NICE Enlighten, the trusted AI for business, is the pinnacle of
business goals. When your employees copilot with Enlighten, their
excellence in purpose-built AI for CX. Enlighten brings together
symbiotic trust amplifies across-the-board power. And when you
the latest generative AI technology and a vast array of CX data,
run your business with Enlighten Actions, your decision velocity
The finishing derived from hundreds of billions of domain-specific interactions
increases 10-fold.
touch of all types, a suite of 45 essential CX applications on a single
The impact of
AI for business Consumer
Experience
Agent
Experience
ENLIGHTEN
Conclusion
Business
Experience
CONTENTS
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Enlighten:
Introduction
Enlighten The Trusted AI for Business Benefits
Enlighten Copilot partners with service employees with a by-their- As a consumer, you can benefit from smarter self-service options Leverage brand Empower
The side conversational AI experience, acting as an empowerment that use AI technology to provide fully conversational responses knowledge for supervisors with AI-
multiplier to produce accurate, informed, and brand-specific that understand your intent. This leads to faster and more instant answers. guided coaching.
foundation
conversational responses. Additionally, supervisors can benefit effective service. For brands, this means fewer repetitive tasks
from smarter guided interactions, AI-driven coaching, and the requiring an employee to resolve, freeing more time to focus on
The ability to offload repetitive tasks to improve the overall agent and higher-touch, more valuable, human-led experiences.
essentials customer experience.
Enlighten Actions
Offloads and Empathetic in
Customer service agents can leverage Enlighten Copilot to
Tailored for CX leaders, Enlighten Actions utilizes specialized automates repetitive the moment agent
The finishing reduce repetitive tasks and provide quick access to knowledge
AI models built for the CX industry and the latest generative AI agent tasks. coaching.
and answers tailored to their needs. This allows them to dedicate
touch models to proactively uncover areas for AI-driven optimization
more time to complex issues and provide thoughtful, empathic
and carry out complex automation to accelerate execution
service when interactions are escalated. Supervisors receive
The impact of for all CX leaders. By utilizing Enlighten Actions, business
more insightful information, which can aid in guiding and coaching
decision-making can improve business decision velocity
AI for business employees while taking care of repetitive tasks. Automation
tenfold. Additionally, it offers unique capabilities that enable Faster, effective Accelerates business
opportunities are also suggested, allowing the focus to be placed
organizations to gauge their level of service against industry self-service for decisions through
on enhancing the employee experience.
Conclusion benchmarks and develop actionable plans to achieve their consumers. optimization.
Enlighten Autopilot business objectives quickly.
Enlighten Autopilot is designed to cater to the needs of Executives can gain faster access to data and analysis to
consumers, using friendly, informed, AI-driven conversations to understand how your business goals are being met. They receive
act as the company’s most trusted and valued virtual service AI-triggered actionable insights on the best next steps to
employee. Autopilot creates customized digital experiences automate work to achieve key business objectives. Enlighten
when and where consumers need them. This new conversational Actions, in conjunction with our comprehensive CX solution suite,
AI approach uses trusted company knowledge to align every will help you rapidly implement those recommendations without
response with brand and business goals when consumers engage the onerous overhead of implementation and research.
with self-service or AI-designed virtual agents.
CONTENTS
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CASE STUDY
Introduction
Fifth Third Bank
The finishing
touch 2300+ 15.7 77% 6 FTEs
“Enlighten analyzes every interaction agent million of incoming calls repurposed from
interactions calls analyzed automatically optimizations
and provides additional intelligence
analyzed to understand characterized found through
The impact of on agent behaviors for more effective customer intent by speech speech
AI for business coaching conversations that improve analytics analytics
Introduction
Conclusion
What does it mean
to be AI ready? In this ever-evolving landscape of technology, we Businesses must prepare diligently for the forthcoming
find ourselves at the start of a monumental era – AI revolution. We have delved into the core pillars of AI
the rise of artificial intelligence. This paradigm readiness, encompassing everything from establishing
The
shift of accessibility holds the potential to not only a robust foundation to embracing automation, aligning
foundation
reshape business operations but also redefine with critical stakeholders, safeguarding sensitive data,
customer engagement as we know it. The convergence and adhering to compliance mandates.
The of AI and customer service presents unparalleled
In conclusion, the path to AI readiness is not merely a
opportunities where AI acts as a catalyst for creating
essentials strategic choice but an imperative one for businesses
more personalized, efficient, and gratifying customer
seeking to flourish in the digital age. AI can elevate
experiences.
your organization’s capabilities, foster innovation,
The finishing
In this eBook, we’ve detailed the crucial aspects of AI and elevate customer satisfaction. By following the
touch
readiness to help your business achieve its three main prescribed steps outlined in this eBook, you can
components: position your business to unlock the boundless potential
The impact of of AI, ensuring that you ride this technological wave
✔ Completing the move to the cloud
with precision and purpose. Discover how we can help
AI for business
✔ Reevaluating your digital transformation you become AI ready today.
www.nice.com
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