GenAI Prompts

NiCE CXone GenAI Prompts lets you customize and manage generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. prompts for NiCE CXone products that utilize them. Once you have customized a prompt, you can add transcripts, summaries, or articles to test the prompt against. GenAI Prompts gives you better control over the content and format of the AI-generated responses and improves the large language model (LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context.) response.

GenAI Prompts currently lets you customize the following prompts: 

• The autosummary generated by NiCE CXone Copilot for Agents

• The journey summary generated by Copilot for Agents

• The KB answers generated by Copilot for Agents

• The autosummary generated by Automated Summary (AutoSummary)

• The KB query extraction prompts, for voice and digital interactions, used by Copilot for Agents

Key Facts About GenAI Prompts

• GenAI Prompts is available for all systems but you can only create prompt profiles for the products and features you have enabled.

• A new, unpublished profile is only accessible to the user who created it. Once it's been published, it shows a version number and is available both for other users to see and for selection in the related NiCE CXone product.

• When you make changes to a new or existing prompt profile without publishing the changes, those changes are saved for up to 30 days from the last time you edited it. Only you can see those changes. After 30 days:

  • Changes to a new profile revert to the default settings.

  • Changes to an existing profile revert to the most recently published settings.

• The icon next to a prompt profile indicates its current status.

  • : The profile is a new draft that hasn't been published yet.

  • : The profile is published with no pending changes from you.

  • : The profile is reverted to an earlier version that isn't the currently published one.

  • : The profile has been published but has pending, unpublished changes.

• The Prompt Template pane at the top of the prompt profile shows where the profile settings, like tone and length, fit into the prompt. You can click the links in the prompt template to be taken directly to the setting that populates it.

• All users can now open the LLM list. Which models you can select depends on your organization's licensing. The list itself is grouped by standard and premium models, with models verified by NiCE CXone shown first and the rest listed alphabetically.

• If you do not have the Prompt Editor Advanced license, premium models appear in the list but you cannot select them.

• To see which models are premium, open the LLM Manager.

• Premium models are billed based on usage. Your organization is charged for the number of tokens the model reads and writes when a prompt runs. To use premium models, your organization needs the LLM consumption item on its contract. Contact your NiCE CXone Account Representative for pricing.

• NiCE Default is available as an LLM option. It is the model that NiCE CXone sets for that specific prompt type. If a prompt template only supports one model, NiCE Default is the only option shown and the LLM list is disabled. If a template supports multiple models, NiCE Default appears alongside them as a selectable choice.

• If the LLM currently selected for a profile is scheduled for retirement, NiCE CXone displays a warning next to the LLM list stating that the model will retire in a set number of days and prompting you to update to a supported model.

• When a model you use is closer to its retirement date, NiCE CXone also displays an LLM Update dialog when you open the affected profile. The dialog states the date the model switches to retention mode, after which the model is no longer accessible, and reminds you to update the LLM and test and publish all affected profiles before that date. Select Don't show this message again to suppress the dialog for that profile, or click OK to close it.

• If a model reaches its retirement date and you have not selected a different model, NiCE CXone automatically switches the profile to NiCE Default. Test and publish the profile after this switch to confirm the output still meets your requirements.