The AI Agent Handbook by NICE explores how agentic AI is transforming customer experience (CX) from reactive chatbots to proactive, autonomous systems capable of complex task execution. These next-gen AI agents understand voice/text, make real-time decisions, and take actions without human input. Powered by platforms like CXone Mpower, they streamline workflows, personalize engagement, and reduce costs. The guide emphasizes hybrid strategies, end-to-end integration, and ethical development. With real-world use cases and a roadmap for adoption, businesses are encouraged to pilot AI agents now to stay competitive in an increasingly AI-driven CX landscape.

Join for free to read