NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers covered across the end-to-end customer journeyAI chatbots that understand and respond to customer emotions can be used to personalize the customer experience and provide expedited resolutions. Conversation as a means of delivering exceptional customer experience (CX) has reached a tipping point in today's modern business landscape. This mismatch between consumer expectations and business capabilities is a significant opportunity for generative AI to improve the customer experience. The future of conversational customer experienceAlthough AI has the potential to revolutionize the customer experience, it is not without its drawbacks. These chatbots can be used to personalize the customer experience and provide expedited resolutions to customer problems.

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Persons: Elizabeth Tobey, Tobey Organizations: NICE, CX, Insider Studios