NICE integrates agentic AI into customer experience platform

NICE (NASDAQ: NICE) announced the integration of agentic AI technology as a core component of its customer experience platform. The company stated that AI agents can now operate alongside human teams and automated workflows within a unified system.

The platform includes four main components: NICE AI Agents for autonomous customer resolution, an Agentic Engagement Plane for orchestration, NICE Guardian AI for governance and compliance monitoring, and Agentic Analytics for performance analysis. The system is designed to handle voice and digital interactions while maintaining enterprise security standards including SOC 2 Type II, ISO 27001, PCI DSS, and FedRAMP authorization.

According to the company's financial disclosure, AI-related annual recurring revenue increased 66% year-over-year in the first quarter of 2026, representing 14% of total cloud revenue. NICE was recognized as a Customers' Choice in the 2025 Gartner Peer Insights Voice of the Customer for Enterprise Conversational AI Platforms and ranked 11th in Fast Company's Applied AI category for 2026.

"Running AI at the scale, security, and compliance that enterprise customer operations demand takes more than a demo," said Jeff Comstock, President of CX Product & Technology at NICE. "It takes deep, real-world experience with mission-critical CX data, workflows, and governance."

The company highlighted customer implementations at Citi, Fabletics, and Arizona State University as examples of the platform's deployment across different sectors. NICE operates in over 150 countries and provides customer experience solutions to enterprise clients.

Information in this article is based on a company press release.

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