United StatesTechnology and telecom2024 – ongoingFactSet
Internal formula-support AI integrated with NiCE CXone
FactSet reported 2X chat-agent productivity for formula support after integrating AI with CXone
Problem
FactSet faced growing demand for help constructing data formulas. Maintaining its custom contact-center software also consumed engineering time.
Approach
Its engineers connected internal formula AI with the CRM and NiCE CXone in a shared chat interface. During formula-related conversations, the interface requested suggested answers that representatives could send to clients.
Results
Takeaway
The AI assisted representatives inside their existing conversations. The reported productivity improvement covered formula support rather than the entire support operation.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Vendor case study
Sources
Source summaries
NiCE described integrating FactSet's internal formula AI into its support workflow. It reported doubled formula-support chat productivity and a preliminary estimate of 66% time savings.
Full details are in the original sources.