NiCE Unveils CXone Mpower Agents: Intelligent AI Agents Designed for Seamless, End-to-End CX Automation

NiCE has announced the launch of CXone Mpower Agents, an enterprise-grade innovation that sets a new standard for AI-driven customer experience (CX) automation. These AI agents can be created and deployed in seconds, and are built to operate fluidly across the customer journey—from self-service interactions to mid-office decision-making and back-end process fulfillment.

Powered by CXone Mpower’s proprietary CX AI models, these agents are trained on deep, use case-specific data and optimized workflows modeled on top-performing human agents. Mpower Agents don’t just engage in conversations—they actively complete tasks by navigating systems, triggering actions, and collaborating with both human employees and other AI agents to streamline complex service workflows.

What sets Mpower Agents apart is how they’re created. Rather than relying on manual configuration or heavy technical development, the Mpower AI Studio enables users to generate outcome-based agents instantly through no-code prompts. These agents are deeply integrated with the CXone Mpower ecosystem, leveraging APIs, Knowledge, Experience Memory, Communication Channels, and Enlighten AI Models. Whether used as employee-assistants via Mpower Copilot or as direct customer-facing agents through Mpower Autopilot, they deliver high-impact results such as claim processing, refund approvals, and service fulfillment—fast and efficiently.

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Designed with adaptability in mind, these AI agents can be fine-tuned to reflect a company’s unique voice, policies, and tone. With built-in vibe-coding, business users can easily customize each agent’s communication style to align with brand guidelines—no coding or technical expertise required. The result is frictionless, brand-consistent automation that enhances self-service, reduces manual workload, and improves operational performance across the CX lifecycle.

“AI agents are becoming essential for modern customer service, but most still fall short, limited to scripted responses or narrow front-office use cases,” said Maribel Lopez, Principal Analyst at Lopez Research. “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.”

“There’s a big difference between AI that talks and AI that gets things done,” said Barry Cooper, President, CX Division, NiCE. “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.”

As AI adoption accelerates in customer experience operations, CXone Mpower Agents stand out as a scalable, intelligent solution built for results—not just interaction. NiCE continues to drive innovation that empowers organizations to automate with precision, speed, and flexibility across the entire service value chain.