NICE Launches Enlighten AI for Complaint Management
Consumer complaints are difficult to define on a consistent basis especially when using manual interaction sampling that is not only subjective but only possible on a small selection of interactions, resulting in inconsistent complaint identification. In addition, relying on agents to self-report and process complaints is error prone, burdens them and takes away from time spent on providing service to customers.
Barry Cooper President, NICE Workforce & Customer Experience Group, commented, "NICE Enlighten AI for Complaint Management is a powerful tool that builds consumer trust by accelerating compliance and remediation. By accurately identifying and mitigating consumer complaints, churn is reduced, loyalty is built and satisfaction achieved. NICE is proud to provide organizations the ability to address financial, reputational and compliance risk, while building both employee and customer satisfaction through the power of AI."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, August 26, 2021
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