NICE (Nasdaq: NICE) has launched CXone Mpower Agents, an AI-powered innovation designed to create and deploy automated agents capable of operating across the entire customer service ecosystem, from front-end self-service to back-office fulfillment.
Mpower Agents utilize CXone Mpower’s proprietary CX AI models, trained on specific use-case data and optimized workflows. These agents are designed to navigate various systems, trigger actions, and collaborate with both human employees and other AI agents to automate complete service workflows.
Unlike traditional development methods, CXone Mpower identifies high-impact automation opportunities across front, middle, and back-office operations. It then generates Mpower AI agents using outcome-based, no-code prompts within the Mpower AI Studio. These agents integrate with the broader CXone Mpower ecosystem, including APIs, Knowledge, Experience Memory, Channels, and Enlighten Models. They can be deployed to support employees via Mpower Copilot or directly assist customers through Mpower Autopilot.
The agents handle diverse tasks, such as processing claims or approving refunds, within orchestrated workflows to achieve business outcomes with reduced manual effort. Customization features, including “vibe-coding,” allow businesses to tailor each agent’s personality and communication style without requiring technical expertise, aligning them with brand tone and policies. This functionality is intended to boost self-service, task assistance, and operational efficiency within the customer experience domain.
Maribel Lopez, Principal Analyst at Lopez Research, commented on the development: “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.”
Barry Cooper, President of the CX Division at NICE, stated: “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.”
NICE provides AI-powered platforms utilized by organizations in over 150 countries. The company’s focus is on automating engagements to enable proactive and intelligent actions across industries, connecting people, systems, and workflows for enhanced performance.
