Enlighten

NICE Enlighten AI

Enlighten AI is a comprehensive AI and machine learning framework for contact engagement. Enlighten integrates into several CXone apps. It provides a complete, objective analysis of every interaction. This analysis uses insights from the industry's largest conversational dataset. Enlighten in CXone applies these insights automatically and intelligently. It can improve performance for individual agents and for your contact center as a whole.

Enlighten AI Routing

Enlighten 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 Enlighten AI Routing, contact your CXone Account Representative.

Enlighten Behavioral Metrics

Several CXone suite application features use Enlighten conversational datasets to improve agent performance. These include:

• BI Reporting
• Interaction Analytics (Premium license required)
• CXone Quality Management (Premium license required)
• Real-Time Interaction Guidance

Conversational Datasets

Two Enlighten datasets are currently available. These datasets are licensed separately. Specific behaviors may also vary depending on the CXone app where you're using the dataset. Ask your CXone Account Representative for more information.

Customer Satisfaction Dataset

Behavior	how agentsYou can display the Behavior
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 gauge color will be green and the score will be high when the agent isyou arenot displaying this behavior.
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.

Sales Effectiveness Dataset

Metric	details
Acknowledge Request	Displays a score for how well agents demonstrate the following behavior: Confirms initial understanding of the contact's request and takes accountability for the resolution.
Ask for the Sale	Displays a score for how well agents demonstrate the following behavior: Determines if the contact has expressly agreed to buy.
Confirmed Sale	Displays a score for how well agents demonstrate the following behavior: Evaluates interactions for indications that a sale has been made.
Demonstrate Empathy	Displays a score for how well agents demonstrate the following behavior: Acknowledges challenges or life events and the impacts they might have on the contact.
Demonstrate Ownership	Displays a score for how well agents demonstrate the following behavior: Reassures the contact that they understand the contact's needs throughout the interaction.
Likelihood to Buy	Displays a score for how well agents demonstrate the following behavior: Evaluates interactions for buying signals.
Make a Connection	Displays a score for how well agents demonstrate the following behavior: Actively relates to and takes a genuine interest in the contact.
Overcome Objections	Displays a score for how well agents demonstrate the following behavior: Skillfully acknowledges and addresses objections with features and benefits that move the sale forward.
Presumptive Selling	Displays a score for how well agents demonstrate the following behavior: Expressly assumes that the contact has already agreed to buy and wraps up the interaction.
Uncover Needs	Displays a score for how well agents demonstrate the following behavior: Asks meaningful questions to explore the contact’s stated and unstated needs and buying decision drivers.
Overall Sales Effectiveness	A calculation of the agent's average score for all sales effectiveness metrics. You can view the score by individual interactions or all interactions at once. The Overall Sales Effectiveness Satisfaction Score is calculated by taking the average of the index scores of all the sales effectiveness metrics.