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NICE Introduces integration of its CXone Expert and OpenAI’s generative modelling to transform its AI-powered customer service.

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NICE, a market pioneer in agent-based and AI-powered self-service CX software, has announced the integration of CXone Expert with the OpenAI generative modeling used in ChatGPT. NICE is combining the strength of CXone Expert and ChatGPT technology to ensure consumers are instantly directed to the right answers without the need for redirects or callbacks while delivering exceptional self-service experiences. NICE’s new conversational customer experience platform uses natural language processing and machine learning to enable businesses to interact with customers across conversational channels such as chat, voice and messaging.

The ChatGPT technology is and will continue to revolutionize the contact center market. The latest version of ChatGPT, GPT-3, uses generative AI and has been trained on more than 175 billion parameters and counting. Its AI system can identify, learn from, and even forecast relationships in organizational data by utilizing supervised learning. It offers a collection of intelligent solutions that can facilitate quick and correct responses to consumer inquiries, making it simpler for contact centers to handle heavy loads of incoming inquiries effectively and quickly. Furthermore, ChatGPT’ s self-learning features also ensure that the system keeps up with shifting consumer expectations and developing market trends.

According to Amandeep Singh, Senior Analyst at Quadrant Knowledge Solutions, “the integration of CXone Expert with OpenAI’s generative modeling used in ChatGPT will enable the creation of rich, human-like conversational consumer experiences without the need of engaging agents. Additionally, the use of OpenAI generative modeling guarantees the responses to customer self-service requests are not only immediate and extremely accurate but are also semantically designed in a way that is human-friendly and optimized for customer understanding.”

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Amandeep Singh, Senior Analyst, Quadrant Knowledge Solution

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