The quality of the responses generated by Copilot depends directly on the prompts that guide it. With AI Assist for GenAI Prompts, CXone introduces an integrated assistant that helps administrators create, test, and improve prompts more quickly.
The benefits are tangible:
The result: optimizing AI assistants becomes accessible to a broader range of users without requiring deep expertise in prompt engineering.
For years, quality teams have had to rely on evaluating only a small sample of customer interactions. With AutoScore, CXone takes an important step forward by automatically evaluating every conversation against criteria defined by the organization.
This comprehensive coverage makes it possible to:
The Evaluation Summary feature and its integration with coaching then transform these evaluations into actionable recommendations that support continuous agent improvement.
Among the features that often receive less attention, the Rules Engine deserves a closer look. It enables organizations to configure custom rules that run automatically during interactions to assist agents, support compliance, and automate operational tasks.
For example, a rule can:
In a customer retention scenario, detecting an intent to cancel could automatically trigger a retention script, launch an internal procedure, or notify a supervisor.
This logic helps position AI Studio as a true control center for AI capabilities within CXone.
