Intelligent Automation: NiCE Launches CXone Mpower Agents for Seamless CX Experience

NiCE launches CXone Mpower Agents, AI agents that automate complete journeys across the enterprise, not just conversations. Mpower Agents are built to work across front, middle, and back office operations and can be created and deployed in seconds using no-code prompts. These agents tap into the CXone Mpower ecosystem and can be tailored to a business' unique tone, policies, and procedures. Mpower Agents boost self-service, task assistance, and operational efficiency across the Customer Experience domain.

HOBOKEN, N.J.--(BUSINESS WIRE)--NiCE (Nasdaq: NICE) has announced the launch of CXone Mpower Agents, a significant advancement in AI technology designed to automate comprehensive customer service journeys across the entire enterprise. Unlike traditional AI agents that are limited to conversational responses, CXone Mpower Agents are uniquely built to operate across front, middle, and back office operations, enabling fully automated workflows.

The new agents are created and deployed in seconds using no-code prompts in the Mpower AI Studio, which identifies high-impact automation opportunities. These agents tap into the full CXone Mpower ecosystem, including APIs, Knowledge, Experience Memory, Channels, and Enlighten Models, to support employees via Mpower Copilot or serve customers directly via Mpower Autopilot. This seamless integration allows for the automation of tasks such as processing claims and approving refunds, driving real business outcomes with minimal manual effort.

NiCE's Mpower Agents are not just created differently; they function differently. They are designed to adapt to a business' unique tone, policies, and procedures, making them a seamless extension of the business. With built-in vibe-coding, business users can easily tailor each agent's personality and communication style to reflect the brand, without requiring technical expertise.

According to Maribel Lopez, Principal Analyst at Lopez Research, "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, added, "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's CXone Mpower Agents represent a significant step forward in the field of AI, offering a more comprehensive and efficient approach to customer service automation. By automating entire service workflows and adapting to unique business needs, these agents have the potential to boost self-service, task assistance, and operational efficiency across the Customer Experience domain.

References:
[1] https://www.businesswire.com/news/home/20250617282648/en/NiCE-Launches-CXone-Mpower-Agents-Enterprise-Grade-Agentic-AI-Agents-Built-for-CX-to-Deliver-Automated-Fulfillment
[2] https://www.stocktitan.net/news/NICE/ni-ce-launches-c-xone-mpower-agents-enterprise-grade-agentic-ai-ju9zd46r02kw.html