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    Real-time interaction guidance - Optimize Your CX

    Drive customer satisfaction in the moment.

    Deliver exceptional experiences with improvement tips embedded in the agent’s desktop and live supervisor monitoring.

    • Interaction Analytics
    • Enlighten AI for Customer Satisfaction
    • Enlighten AutoSummary
    • Enlighten AI for Complaint Management
    • Enlighten Copilot
    Improve Contact Center Performance with Enlighten AI for Customer Satisfaction
    White Papers

    Improve Contact Center Performance with Enlighten AI for Customer Satisfaction

    Read now
    Enlighten AI for Customer Satisfaction with Real-Time Interaction Guidance
    Datasheets

    Enlighten AI for Customer Satisfaction with Real-Time Interaction Guidance

    Get data sheet
    AI for Contact Center Real-Time Guidance
    White Papers

    AI for Contact Center Real-Time Guidance

    Read now

    Contact us

    If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

    Steer the conversation to positive outcomes.

    Deliver immediate impact.

    Real-Time Interaction Guidance is powered by real-time speech transcription and phrase detection and Enlighten AI models to score agent behaviors, delivering live customer sentiment metrics and agents’ next best action prompts.

    “NICE’s Real-Time Interaction Guidance has helped our agents deliver a more consistent customer experience.”

    Contact Center Director

    Related Products

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    Real-time interaction guidance: FAQs

    Real-time interaction guidance

    Real-time monitoring for customer service excellence.

    Real-Time Interaction Guidance empowers supervisors and agents to deliver a consistent service experience on every conversation. Supervisors have instant visibility into which agents are performing well and who requires coaching.

    Agents receive in the moment coaching with embedded desktop tips based on phrases spoken or omitted, customer sentiment metrics and AI-driven soft-skill behaviors. The easily configurable, out-of-the-box solution gives every organization the flexibility to focus on what matters most.

    See all capabilities

    knowledge management

    The unlimited possibilities of Real-Time Interaction Guidance.

    Empower contact centers to achieve their objectives by bolstering sales, improving complaint management, ensuring adherence to regulations, and improving customer sentiment.

    Get white paper

    Provide just-in-time prompts
    Analyze agent soft-skills
    Deliver objective guidance
    Live supervisor monitoring

    RTIG is a solution designed to provide agents with on-the-spot sentiment analysis and real-time supervisor monitoring during customer interactions, helping them self-correct and deliver more accurate and efficient responses in real time.

    Benefits include improved agent performance, increased customer satisfaction, reduced handling time, in addition to enabling supervisors to monitor agents remotely and quickly pinpoint agents in need of intervention.

    Live supervisor monitoring empowers supervisors by enabling them to monitor and intervene in agent interactions in real time from any location with CXone Supervisor (a separate application). This capability allows supervisors to provide immediate support and guidance to agents, ensuring consistent service quality and rapid issue resolution.

    Real-Time Interaction Guidance uses advanced CX AI to enhance agent performance. RTIG offers agents two types of guidance.

    Yes. Each type of guidance is customizable. You can specify the words and phrases to listen for and choose the behaviors to monitor. You can also define the suggestions and alert messages agents see. You can use the same behaviors and phrases for all agents in your organization. Or you can create multiple profiles to offer different guidance by team.

    RTIG currently supports North American English and International English.

    Boost performance in an instant

    Deliver contextually relevant guidance to agents on processes, compliance, and behaviors to achieve goals.

    Get instant visibility into agent performance

    Easily see which agents need coaching and when to intervene from any location.

    Add a trusted advisor to every interaction

    Empower contact center agents to be their best on every interaction with immediate guidance on next best actions and soft-skill behaviors.

    Accelerate new agent onboarding

    Get new agents up to speed quickly by reinforcing skills and procedures learned during training.

    Provide just-in-time prompts

    Keep customers engaged and happy by guiding agents on key elements of the conversation to improve the experience.

    Analyze agent soft-skills

    Remind agents to build rapport and encourage active listening based on AI models that understand customer cues across all industries.

    Deliver objective guidance

    Immediate feedback with integrated, easy-to-understand prompts and specific recommendations to steer the conversation while it’s happening.

    Live supervisor monitoring

    Live monitoring and intervention of agents from any location.

  • Speech analytics: Listens for certain words or phrases during the conversation. It offers suggestions based on words that are said (or not said) during the interaction. It can listen to the agent, the contact, or both.
  • Behavior guidance: Measures soft-skill behaviors using Enlighten AI, such as empathy and rapport building. It scores the agent's performance in real time for each behavior. It can show alerts to agents when their score falls below the level you configure. This feature is a separate product.