NiCE Launches AI Agents for Customer Service and Expands AWS Partnership
NiCE introduces CXone Mpower AI Agents for customer service, expands AWS partnership, and GoTo reports on employee AI skepticism.
NiCE has launched CXone Mpower Agents, a new AI-driven solution designed to enhance customer service through intelligent automation. The platform identifies automation opportunities and generates AI agents via Mpower AI Studio. These agents leverage CXone Mpower’s APIs, Knowledge, Experience Memory, Channels, and Enlighten Models to support both employees (Mpower Copilot) and customers (Mpower Autopilot).
Barry Cooper, NiCE’s CX Division president, emphasized the platform’s focus on delivering real outcomes: “While others are building agents that mimic conversations, we’re building agents that fulfill customer needs—end to end.”
Other Product Announcements
- Nurix.ai unveiled NuPlay, an interactive voice AI platform for customer service, featuring call interruption handling and personalized brand tones.
- NWN introduced AiVA AI assistants and Managed DEX, offering multilingual support and real-time device monitoring.
Deals and Partnerships
NiCE and AWS expanded their partnership, integrating Amazon Bedrock, Amazon Q, and AWS Nova LLMs into the CXone Mpower platform. This collaboration aims to simplify AI agent creation and enhance enterprise automation.
Reports on AI Adoption
- GoTo’s The Pulse of Work in 2025 report revealed employee skepticism: 62% believe AI is overhyped, and 86% admit they aren’t using AI tools effectively.
- Verint’s The State of Customer Experience report found 86% of consumers see AI benefits in customer service, with 73% preferring digital channels over phone.
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About the Author
David Chen
AI Startup Analyst
Senior analyst focusing on AI startup ecosystem with 11 years of venture capital and startup analysis experience. Former member of Sequoia Capital AI investment team, now independent analyst writing AI startup and investment analysis articles for Forbes, Harvard Business Review and other publications.