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NiCE Launches NiCE Labs, a Dedicated AI Innovation Lab to Define the Next Era of Agentic Customer Experience

NICE
  • NiCE (NASDAQ: NICE) announced NiCE Labs, a dedicated AI innovation lab, at NiCE World in Orlando.
  • NiCE Labs will function as the company's incubation engine to advance AI research, benchmarking, and rapid prototyping for enterprise agentic customer experience.
  • The lab aims to close the gap between raw AI capabilities and reliable enterprise CX leadership through collaboration with customers and partners.
  • NiCE Labs operates on three pillars: Research and Benchmarking, Prototyping and Incubation, and AI Advocacy.
  • Research and Benchmarking involves domain-specific studies on agent reasoning and rigorous independent evaluations against real-world scenarios.
  • Prototyping and Incubation focuses on building AI-feature prototypes within the Agentic Portfolio to accelerate the path from concept to production.
  • AI Advocacy entails publishing research, reference architectures, and insights while engaging with the broader AI ecosystem.
  • Phil Heltewig, Chief AI Officer at NiCE, stated the lab ensures the company and its customers operate at the leading edge of agentic CX.
  • NiCE Labs will release prototypes into the Agentic Portfolio on an accelerated cadence and partner directly to translate innovation into measurable outcomes.
  • NiCE serves organizations in over 150 countries with AI-powered platforms that automate engagements into proactive actions.