Nice has announced at ServiceNow’s annual customer and partner event, Knowledge 2025, a strategic partnership with Service Now. The partnership leverages NICE’s artificial intelligence (AI)-powered customer service automation platform with the ServiceNow AI Platform and Customer Service Management (CSM) solution to provide organisations with a turnkey, AI-powered framework that connects front-, middle-, and back-office operations.
Barry Cooper, president, CX division, NICE, said, “Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE’s AI-driven customer service automation and ServiceNow’s robust AI platform, we’re enabling businesses to streamline their operations and deliver fully automated customer service fulfilment. This unified approach will improve both customer and employee experiences, delivering greater value for all.”
Michael Ramsey, general vice president, product management, CRM and industry workflows, ServiceNow, said, “Organisations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE’s Contact Centre-as-a-Service (CCaaS) and workforce engagement management (WEM) capabilities with the ServiceNow AI Platform, we’re unifying real-time customer engagement with enterprise workflow automation.”
The partnership leverages both companies’ AI and automation capabilities in a unified customer experience (CX) framework to drive productivity, improve quality assurance, and maximise outcomes.
- Unifying AI-powered customer engagement: connect ServiceNow’s rich customer data with NICE’s engagement intelligence to match every customer with the optimal agent in real time. AI evaluates sentiment, intent, history, and service level agreements (SLAs) to dynamically route ServiceNow chats and cases across front- and back-office teams.
- Enhance workforce productivity with AI-powered support: empower agents with real-time AI insights to improve decision-making and performance. Role-specific copilots deliver instant access to customer sentiment, behavioural patterns, and service history, ensuring employee success in every interaction.
- Elevate quality through continuous proactive optimisation: drive continuous quality improvements across customer service, product experiences, and operations with AI-powered insights as they happen. AI analyses interactions in real time to detect trends and compliance gaps, automatically triggering actionable workflows in ServiceNow.
Liz Miller, vice president and principal analyst, Constellation Research, said, “Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NICE and ServiceNow are breaking down barriers that so often get in an organisation’s way when working to deliver a fully integrated service experience.”
“This partnership streamlines every service request from start to finish, turbocharging service delivery, improving operational efficiency, and elevating customer satisfaction to new heights. It also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing, and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience.”
