US-based Fulton Bank has chosen Nice‘s Enlighten-powered agent assist and self-service solutions as part of digital transformation.
This move aims to streamline operations and boost customer satisfaction through advanced AI-driven tools.
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The bank has selected NICE’s CXone Mpower Copilot, CXone Mpower Autopilot, and the CXone Mpower Expert knowledge management solution.
The implementation aims to improve self-service capabilities and empower agents with generative AI, optimising customer interactions for quicker resolutions.
NICE’s Autopilot will offer customers an integrated self-service experience across various channels by leveraging Fulton Bank’s knowledge base.
This omnichannel approach ensures consistent and accurate information, facilitating a seamless banking experience for members.
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By GlobalDataIn addition to enhancing customer self-service, Copilot will equip Fulton Bank’s employees with real-time access to relevant member information.
This feature will enable agents to address customer needs accurately with combined generative AI’s next-best action recommendations.
The bank’s investment in NICE’s AI hyper platform for customer service automation represents a leap forward in the bank’s ability to design, build, and operate agent workflows and knowledge systems.
Fulton Bank Contact Center Infrastructure and Planning Manager Krystal Davis said: “With our focus in shaping the culture, improving productivity, and enhancing experiences for our customers, our account support from NICE, through their understanding of our operations, recommended solutions that we didn’t know were possible.”
NICE Americas president Dan Belanger said: “Fulton Bank has been committed to better serving their customers by offering more effective self-service options and NICE’s ultimate AI hyper-platform, CXone Mpower seamlessly orchestrates customer service across every touchpoint.”
Last month, Swedish TF Bank selected NICE Actimize’s AML Essentials, a comprehensive cloud-based anti-money laundering solution, to strengthen its transaction monitoring, customer due diligence, and screening processes.
