From SiliconANGLE · Zeus Kerravala · · 2m
NiCE bets on AI, data and accountability
NiCE transforms contact centers with AI while legacy business buys time.
In brief
NiCE transforms contact centers with AI while legacy business buys time. NiCE uses AI and data to shift contact centers, with legacy business providing transition time. Originally reported by SiliconANGLE.
NiCE shifts to AI platform
NiCE Ltd. transformed from contact center-as-a-service to an AI platform after acquiring Cognigy.
“Most acquisitions that companies make expand the portfolio and the capability”
Cognigy becomes core platform
Cognigy now powers NiCE's conversational and agentic AI across all platforms.
“Cognigy is now the underlying substrate for all of our conversational and agentic AI”
NiCE data drives AI value
NiCE's interaction data and screen recordings fuel AI models with contextual insights.
“They need NiCE data. They need our workloads. They need our interactions. They need our intents”
AI adoption grows rapidly
Prospects with automated insights book nine times more AI than those without, API volume up 7.5x in two years.
“Prospects that get an automated insights readout based on their own data book nine times more AI”
Personal agents disrupt contact centers
AI agents don't sleep, don't give up, and don: t care about voice response trees.
“You have bots talking to bots”
Accountability shifts to runtime
Human and AI agents must be held to same standards during runtime, not design time.
“The race we are in is not about the smartest agent”
Legacy business buys time
NiCE's large installed base provides time to navigate AI transition while pure-play AI startups lack cushion.
“That 52% year-over-year ARR is not from pilots and POCs”
AI revenue timing uncertain
Enterprise AI adoption moves slowly, with 30-day time-to-value as key metric for deployment.
“The bottleneck is deployment, which is why Heltewig’s 30-day time-to-value goal is so important”
Personal agents surge in Asia
Hyatt reports AI agents already active in Asia with no historical baselines for measurement.
“We don’t have any historical baselines”
Banking cautious about AI
Citi says banking requires high accuracy, but attitudes are shifting toward AI adoption.
“When you’re dealing with your money, there’s no tolerance for error”
Data as strategic asset
Call recordings and screen recordings become raw material for AI agents, not compliance artifacts.
“Call recordings, transcripts, quality scores and screen recordings were once compliance artifacts”
Agent traffic planning needed
Enterprises must measure machine-generated traffic and verify agent identity before deployment.
“Start by measuring how much inbound traffic is machine-generated”
Enforcement over instructions
AI agents need permissions enforced in harness, not just prompt-based guardrails.
“What you got to do is you got to put a padlock on a cookie jar”
Change management critical
70% of AI success depends on change management, not deployment.
“Hyatt’s Meyer agreed, favoring a 70/30 split between change management and deployment”
Knowledge base accuracy vital
AI agents can't work around outdated knowledge articles, requiring regular updates.
“Human agents can work around inaccurate or outdated knowledge articles through training”
Resolution over containment
Measuring intent resolution beats containment metrics for AI success.
“Hyatt is moving toward measuring whether the customer’s original intent was resolved”
The essence
NiCE uses AI and data to shift contact centers, with legacy business providing transition time.
