CXone Mpower AI
The CXone Mpower AI is a comprehensive AI and machine learning framework for contact engagement. It integrates into numerousCXone Mpower apps and can provide a complete, objective analysis of every interaction. This analysis uses insights from the industry's largest conversational dataset. CXone Mpower AI applies these insights automatically and intelligently. It can improve performance for individual agents and for your contact center as a whole.
AI Routing
AI Routing is an optional offering you can only use with inbound voice ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. For more information about AI Routing, contact your Account Representative.
Behavioral Metrics
Several CXone Mpower suite application features use conversational datasets and behavioral metrics to improve agent performance. These include:
- BI Reporting
- Interaction Analytics (Premium license required)
- Quality Management (Premium license required)
- Real-Time Interaction Guidance
Conversational Datasets
Two datasets are currently available. These datasets are licensed separately. Specific behaviors may also vary depending on the CXone Mpower app where you're using the dataset. Ask your Account Representative for more information.
Customer Satisfaction Dataset
Behavior |
how |
---|---|
Acknowledge Loyalty | Acknowledge the contact's history with your organization. Show appreciation for their loyalty. |
Active Listening |
Respond in the conversation and don't ask the contact to repeat themselves. |
Be Empathetic | Acknowledge stated issues and how they impact the contact. |
Build Rapport |
Acknowledge the contact's request. Actively respond in the conversation and don't ask the contact to repeat themselves. |
Demonstrate Ownership | Reassure the contact that they understand the issue and are ready and able to help. |
Effective Questioning | Ask meaningful questions to explore the contact's experience, issues, or opportunities. |
Inappropriate Action |
Deny a contact's request to transfer, use inappropriate language, or other offensive acts. While all other behaviors are positive, this is a negative behavior. The |
Interruption | Don't talk at the same time as the contact. |
Promote Self-Service | Promote the availability of self-service options (such as a website or app). |
Set Expectations | Summarize actions and next steps. Inform the contact of what to expect or what to do next. |
Speech Velocity | Speak slowly enough to be understood. |