NICE Announces the New Generation of Interaction Analytics

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A new press release states, “NICE today announced that its analytics offering now includes cutting-edge AutoDiscovery capabilities. Leveraging AI-based unsupervised machine learning, these capabilities provide organizations with cross-channel insights on service anomalies and surfaces areas that are customer pain points. As a result, organizations can swiftly remedy issues as they emerge, improving customer experiences and loyalty.”

The release goes on, “Available as a cloud-based add-on module to version 12.2 of Nexidia Analytics, the innovative AutoDiscovery features bring to the forefront insights that are critically tied to the business and customer loyalty without time-consuming manual discovery and categorization processes. Ground-breaking unsupervised machine learning capabilities highlight phrases that indicate customer dissatisfaction via easy to visualize sentiment and volume indicators for each topic and phrase. AutoDiscovery automatically correlates topics and highlights trends in phrases and topics so that organizations can quickly, and with minimal effort, understand the full picture and take immediate corrective action to address anomalies and resolve issues. The result is improved customer experience.”

It adds, “NICE Nexidia’s AutoDiscovery capabilities deliver the following features to boost customer loyalty: (1) Automatic Topic Identification suggests topics for a set of media based on all available data, without the need for human intervention… (2) Anomaly Detection surfaces lower volume or newly trending issues that could be of great importance to the business but would otherwise not be detected due to their relatively small volumes. This helps businesses respond quickly to early warning signs of trending issues as well as unexpected anomalies.”

Read more at Business Wire.

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