Enlighten

Enlighten is the name NICE gives to the proprietary AI that runs underneath its CXone customer experience platform. It is trained on what NICE describes as the largest dataset of labeled and validated customer interactions, and it powers the interaction analysis and behavioral insight inside CXone rather than being sold as a separate product. The former Enlighten product URL now redirects to NICE's CX AI overview, and the Enlighten Copilot and Enlighten Autopilot product names no longer appear on the product index. What a buyer can actually purchase are the CXone products that Enlighten drives. AI Agents for Self Service resolve customer requests over voice and digital channels, keep memory of customer history, coordinate between agents, scale to 25,000 concurrent conversations and are configured in a low code AI Agent Studio. Further agents cover sales and marketing, proactive engagement and process automation. Copilot for Agents gives human agents live guidance, next best actions and automatic summaries, and Copilot for Supervisors does the same for team leads. Interaction Analytics, Knowledge Management, workforce management and quality management complete the platform. The target customer is a large enterprise contact center in sectors such as financial services, healthcare, retail, telecom and government. Pricing is not published. Every CXone product page directs buyers to request a quote or talk to a sales representative. The equivalent of the old Enlighten Copilot and Autopilot capabilities is now sold as Copilot for Agents and AI Agents for Self Service.