NiCE launches CXone Mpower Agents to automate customer service
NiCE has announced the launch of CXone Mpower Agents, which are designed to automate processes across the entire customer service ecosystem using artificial intelligence (AI).
The CXone Mpower Agents can be created and deployed within seconds, according to NiCE, and are able to function across front, middle, and back-office operations. Their purpose is to enable full automation of customer service journeys, including self-service tasks, mid-office approvals, and back-end fulfilment, rather than limiting automation to specific conversational interactions.
Agent functions
According to NiCE, the AI agents utilise proprietary CXone Mpower AI models. These models are trained on specific, data-rich use cases and are optimised for workflow efficiency by leveraging insights from top-performing employees. The agents are capable of moving between different systems, initiating actions, and collaborating with both human operators and other AI agents. This setup is intended to coordinate entire service workflows, from simple claim processing to approving customer refunds.
The company states that the creation process of Mpower Agents marks a shift away from traditional, resource-intensive development practices. Instead, businesses are able to identify automation opportunities and instantly generate AI agents through no-code prompts using the Mpower AI Studio. These agents have access to the complete CXone Mpower ecosystem, including application programming interfaces (APIs), knowledge repositories, communication channels, and NiCE's Enlighten Models. Depending on the needs of the organisation, agents can be configured to support staff as part of Mpower Copilot or interact directly with customers through Mpower Autopilot.
Customisation options
Mpower Agents incorporate features for business user customisation, such as built-in vibe-coding, allowing users to adjust each agent's personality and communication style in alignment with organisational tone, policies, and procedures. This is designed to facilitate the creation of branded customer experiences without requiring technical expertise from end users. No-code orchestration tools are positioned to allow business users to implement self-service options, task assistance, and operational automation.
Industry perspective
"AI agents are becoming essential for modern customer service, but most still fall short, limited to scripted responses or narrow front-office use cases. What businesses need are solutions that provide the ability to use automated insights to identify opportunities and instantly create agents that operate across front, mid, and back office. NiCE's Mpower Agents aim to solve previous issues by focusing on intelligent automation."
This was the view shared by Maribel Lopez, Principal Analyst at Lopez Research, regarding the requirements for effective AI assistants in customer service roles.
Company viewpoint
"There's a big difference between AI that talks and AI that gets things done. While others are building agents that mimic conversations, we're building agents that fulfill customer needs—end to end. Whether it's a mid-office approver or a back-office loan processor, Mpower Agents work across the entire CXone Mpower platform to deliver real outcomes, not just responses. That's what separates intelligent automation from intelligent distraction."
Barry Cooper, President of the CX Division at NiCE, commented on the distinction the company aims to achieve with its approach to automation.
The introduction of Mpower Agents marks NiCE's latest development in its AI-powered CXone Mpower platform, focusing on delivering agents able to collaborate with existing business systems and workflows while offering flexibility and business-user accessibility through no-code customisation tools.
