NICE CXone Expert is an intelligent knowledge management solution designed to respond to customer needs when they arise, enabling customers to easily find accurate answers through self-service. Expert is part of the CXone cloud-native platform, optimizing enterprise information content to enhance customer experiences seamlessly through self-service, starting from internet searches and extending across various web pages, chatbots, and digital channels.

Providing customers with the most relevant content without the need for transfers or callbacks, successful self-service experiences are achieved alongside faster, more precise agent assistance. Leveraging Expert knowledge, exceptional experiences are crafted, ensuring smooth completion of each customer interaction and elevating brand engagement.

Key Features:

- Intelligent knowledge self-service empowering easy access to correct self-service answers

- Expanding product, service knowledge, and content, extending it to all self-service experiences customers access when needed, including search engines, social and digital channels, chatbots, websites, and community forums

- Integration of existing products, services, and knowledge content into self-service experiences

- Enterprise-grade scalability: Expert is designed to support the largest contact centers, automatically scaling based on website traffic, content, and resource demands without compromising overall performance

- Optimizing customer experience based on actual user needs: Identifying areas of opportunity for improving customer journeys, products, or services

Benefits:

- Enhancing success rate of self-service: Enabling customers to find relevant product and service knowledge they seek during searches

- Elevating customer experience through branded self-service experiences, reducing customer effort

- Increasing first contact resolution rate: Understanding content customers have searched for before engaging with them

- Reducing ticket volumes and costs: Simplifying and cost-effective support, empowering customers to become product experts on their own

- Saving time: Quickly developing self-service knowledge bases or support websites, providing up-to-date content instantly, laying a solid foundation for superior customer experiences