NICE (Nasdaq: NICE) today announced that Fulton Bank, a financial service holding company, is taking the next step in its digital transformation by selecting NICE’s Enlighten-powered agent assist and self-service solutions.
Fulton Bank selected CXone Mpower Copilot, CXone Mpower Autopilot, and the enhanced knowledge management solution CXone Mpower Expert, to transform its digital self-service capabilities and level up agent augmentation with generative AI. With NICE’s innovation, Fulton Bank will improve efficiencies for employees and members with a consolidated knowledge base as part of the CXone Mpower platform that will increase customer satisfaction with faster resolutions.
Powered by Fulton Bank’s knowledge base to provide a single source of truth, Autopilot will help members use self-service in an omnichannel experience. To further improve the agent experience, Copilot will provide relevant member information in real-time to assist Fulton Bank employees during an interaction along with helpful next-best actions using Generative AI trained on Fulton Bank’s knowledge articles to answer a member’s needs. With the ultimate AI hyper platform for customer service automation, Fulton Bank is deploying cutting edge innovations to design, build and operate agents, workflows, and knowledge.
“It’s important not to make decisions based on yesterday’s technology,” said Krystal Davis, Contact Center Infrastructure and Planning Manager, Fulton Bank. “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. We are now able to leverage AI to support our team and help them to assist customers even more effectively and efficiently in the future. Thanks to our partnership with NICE, we are in business to be the bank of choice because of who we are and how we operate.”
Dan Belanger, President, Americas, NICE, 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. Fulton Bank is pioneering its industry with NICE’s cutting edge solutions and we are honored to be their premier partner in helping them improve customer experience."