Expert

CXone Mpower Expert is an AI-powered knowledge management tool that puts instant, accurate answers at everyone’s fingertips—guiding customers to fast resolutions and equipping agents to solve issues confidently and efficiently. You can use it as a standalone product (Expert CX), or integrated into the CXone Mpower platform (Expert EX). To buy and enable Expert, contact your Account Representative.

High-level features of Expert include:

• Content management: Write, organize, tag, permission, and link your content.
• User management: Handle your users and groups to create a single source of truth that respects your content permissions.
• Reporting and analytics: Track and analyze your data to make data-driven decisions.

When your content is ready for use, you can create touchpoints A place where you embed your Expert content. You can integrate it into a web property or application. , which enable the information to be used in different channels outside of the website:

• For customers:  Touchpoints enable access via CRMs, in-product help, identity providers, forums, case submission forms, ecommerce, chatbots, software, and so on.

• For agents: Enable access in CXone Mpower Agent application workspaces and screen pops A pop-up window with information about the contact that appears on an agent's screen after an event such as connecting to a contact., and you can also enable agents to launch Expert from the agent application using the Launch feature.

• For Salesforce: In the Agent Lightning Experience, you can enable access to Expert in a Visualforce page.

Key Aspects of Expert Features

• AI-enhanced search: Expert uses natural language search. Users can enter partial words or misspellings and still find what they need. GenSearch provides precise, reliable, context-driven answers based on your knowledge content.

• Intelligent content creation: The Expert GenAI workflow supports each stage of content AI readiness, and content optimization for both humans and machines. EditorAI provides AI functionality in the authoring experience, including the ability to apply prompts to content and built-in prompts to make content changes quickly.

• Unified knowledge, seamless scalability: Create one source of truth that delivers consistent, helpful information—and scale it with your enterprise business.

Manage Expert EX from CXone Mpower

If you've integrated Expert with CXone Mpower, you can access your sites by logging in to CXone Mpower. To do so, click the app selector , and click Expert from the Other section.

For detailed instructions for using Expert, see https://expert-help.nice.com .

Integrate Expert

Expert integrates into MAX, Salesforce Agent, and the Agent applications. It can also integrate with Digital Experience. To set this up, first contact your Account Representative for purchase and configuration. Once you have Expert, you can:

• Integrate it with Agent applications either through Copilot for Agents or through a link in a custom workspace:

  • Set Up Custom Workspaces in Agent

  • Set Up Custom Workspaces in Agent Embedded

  • Set Up Custom Workspaces in Agent for Microsoft Teams

  • Set Up Custom Workspaces in Agent Integrated

  The URL you supply is the link to your instance of Expert

• Link CXone Mpower into a workspace in MAX for the business unit or for a team. The URL you supply is the link to your instance of Expert.

• Use default screen pops or a custom Studio script to configure screen pops with relevant articles that agents receive when they begin a new contact. Expert supplies articles based on contact input data earlier in the interaction. If you want help setting up screen pops, contact your Account Representative.

• Link to Expert in the Launch tool of the Agent applications, MAX, or Salesforce Agent using the INDICATE Studio action. If you want help setting up this script, contact your Account Representative.

  Use an API integration between Expert and Agent Builder to create an agentless experience through Digital Experience. It sends articles to contacts that are related to the requests they make. For help creating your integrated bot experience, contact your Account Representative.