AI That Automates Outcomes - Not Just Interactions

NiCE and IDC on operationalizing AI across the service stack with agent orchestration, copilots and unified data flows
AI That Automates Outcomes - Not Just Interactions

For enterprise leaders building AI strategy into customer operations, task automation isn’t enough. This IDC report, sponsored by NiCE, details how to structure CX automation around outcomes—with scalable orchestration, embedded copilots and data models that span platforms.

This isn’t about chatbots. It’s about deploying agentic AI that improves system throughput, shortens resolution cycles and integrates directly into contact center infrastructure.

In this report:

  • How orchestration platforms route tasks across foundational and domain-specific models
  • Where AI copilots fit into agent workflows—and how they reduce latency and escalation
  • What metrics matter for AI-driven resolution, efficiency and impact
  • Why observability is non-negotiable for AI systems managing customer interactions

Get the report and see how leading enterprises are aligning AI architecture with real operational outcomes.

Presented by

NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

For more information about NiCE, please visit nice.com.