NICE establishes AI innovation lab for customer experience research

NICE (NASDAQ: NICE) announced the creation of NICE Labs, a dedicated artificial intelligence innovation laboratory focused on customer experience applications. The company unveiled the initiative at NICE World in Orlando.

NICE Labs will function as the company's research and development center for AI technologies in customer experience applications. The lab will conduct research, benchmarking, and prototyping activities in collaboration with customers and partners.

"The pace of AI advancement is extraordinary, but raw AI capability and enterprise CX leadership are fundamentally different. NICE Labs is how we close that gap," said Phil Heltewig, Chief AI Officer at NICE.

The lab operates through three components: research and benchmarking of AI models and architectures against customer experience scenarios; prototyping and incubation of AI features within NICE's product portfolio; and AI advocacy through published research and engagement with academic institutions and AI ecosystem partners.

NICE Labs will release prototypes into the company's Agentic Portfolio and publish reference architectures and benchmarking findings. The lab aims to develop AI applications that operate reliably in enterprise environments.

NICE provides AI-powered platforms for customer experience automation. The company serves organizations in more than 150 countries across various industries.

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