CXone SmartAssist & Enlighten XO — AI Self-Service · Bot Optimization
CXone SmartAssist is an AI-powered intelligent virtual agent handling self-service across voice and digital channels. CXone Enlighten XO (Experience Optimization) analyzes where self-service fails and coaches bot behavior based on actual outcomes — continuously improving containment rates without manual tuning. Together they deliver measurably improving self-service that reduces live agent volume over time.
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