NICEとServiceNow、AIカスタマーサービス提供で提携

NICE announced a strategic partnership with ServiceNow at ServiceNow’s annual customer and partner event, Knowledge 2025.

The partnership brings together NICE’s industry-leading AI-powered customer service automation platform with ServiceNow’s AI platform and Customer Service Management (CSM) solutions to provide a ready-to-deploy AI-driven framework that connects front-, middle- and back-office operations to optimize every customer service interaction for greater efficiency and improved experience.

By combining the two companies’ industry-leading AI capabilities, NICE and ServiceNow will unify real-time customer service automation and enterprise workflow management, eliminating the operational silos that traditionally define customer service delivery.

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これにより企業は、フロントオフィスでの顧客対応とミドルオフィスおよびバックオフィスでのフルフィルメント・プロセスを、単一の統合プラットフォーム上でシームレスにつなげることができます。

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この統合により、企業はより迅速な解決策を提供し、サービスギャップを減らし、エージェントの生産性を最適化し、最終的に断片的なカスタマージャーニーを一貫性のある満足のいく体験に変えることができます。

“Many businesses face challenges with disconnected systems and siloed workflows that compromise operational efficiency and the quality of the customer experience. By integrating NICE’s AI-driven customer service automation with ServiceNow’s robust AI platform, businesses can streamline operations and achieve fully automated customer service delivery. This integrated approach will improve both customer and employee experiences, creating greater value for all parties,” said Barry Cooper, president, CX, NICE.

“Customer expectations are rising while enterprises face pressure to reduce operational costs. By integrating NICE’s CCaaS and WEM capabilities with ServiceNow’s AI platform, we are bringing together real-time customer engagement and enterprise workflow automation,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflow, ServiceNow.

The partnership will leverage a CX framework that integrates the companies’ AI and automation capabilities to drive productivity, improve quality assurance and maximize outcomes:

AI-driven customer engagement integration: ServiceNow’s rich customer data works seamlessly with NICE’s engagement intelligence to match each customer with the best agent in real time. AI evaluates sentiment, intent, history, and SLAs to dynamically route ServiceNow chats and cases to front- and back-office teams. This integrated, intelligent routing system improves customer satisfaction, drives revenue growth, and ensures efficient resolution for both customers and agents.

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AIサポートで従業員の生産性を向上リアルタイムのAIインサイトにより、エージェントの意思決定とパフォーマンスを強化します。ロールベースのコパイロットは、顧客の感情、行動パターン、サービス履歴に即座にアクセスし、従業員があらゆる対話で成功できるよう支援します。AI主導のレコメンデーションにより、エージェントとバックオフィス・チームの次善のアクションを自動化し、ワークフローを合理化することで、カスタマー・エクスペリエンス全体にわたって、より迅速で最適な対応を実現します。

継続的かつプロアクティブな最適化による品質向上リアルタイムのAIインサイトを活用し、カスタマーサービス、プロダクトエクスペリエンス、オペレーション全体で継続的な品質改善を推進します。AIはインタラクションをリアルタイムで分析し、トレンドやコンプライアンス・ギャップを検出し、ServiceNow内でアクション可能なワークフローを自動的にトリガーします。このインテリジェンスにより、すべての顧客とのやり取りがオペレーショナル・エクセレンスに貢献し、サービスの精度が向上し、プロセスが最適化され、ビジネス・パフォーマンスが継続的に改善されます。

“Even if powered by AI, workflows and automation will be limited as long as they remain siloed. NICE and サービスナウ are removing the barriers that have prevented organizations from delivering a unified service experience,” said Liz Miller, VP and principal analyst at Constellation Research.

“This partnership will streamline every service request from start to finish, accelerating service delivery, improving operational efficiency and driving customer satisfaction to new heights. It also provides an opportunity to optimally architect experience handoffs across sales, marketing and customer service, intentionally connecting these critical workflows to make customer experience a true team sport across the entire company.”

“We are excited about the possibilities that the partnership between NICE and ServiceNow offers to help our clients transform how they deliver customer experiences,” said Dave Seibold, CEO, TTEC Digital. “We believe in a future where AI-driven automation powers end-to-end workflows that span front-to-back-office tools and platforms — what we call ‘Experience Fulfillment’ — every service interaction will be faster, smarter and more connected.”

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