NiCE launches CXone Mpower Agents: enterprise-grade agentic AI agents built for CX to deliver automated fulfillment

Unlike one-dimensional artificial intelligence (AI) agents, Mpower Agents are uniquely built to work across the entire enterprise – front, middle and back office – to automate complete journeys, not just conversations 

June 18, 2025 – NiCE (Nasdaq: NICE) has announced the launch of CXone Mpower Agents, a groundbreaking innovation that enables fully automated, AI agents to be created and deployed in seconds and immediately work across the customer service ecosystem – from self-service to mid-office approvals to back-end fulfillment. Mpower Agents make use of CXone Mpower’s proprietary CX AI models, trained on rich use case-specific data and optimised workflows based on the actions of the best employees. They actively move across systems, trigger actions and work together with humans and other AI agents to automate entire service workflows.  

Mpower Agents don’t just function differently; they’re created differently, with automation at the core. Unlike traditional build-heavy approaches, CXone Mpower identifies high-impact automation opportunities across front, middle, and back office operations and delivers the intelligence to instantly generate Mpower AI agents using outcome-based, no-code prompts in the Mpower AI Studio. These agents tap into the full CXone Mpower ecosystem, including APIs, Knowledge, Experience Memory, Channels, and Enlighten Models, and can be built in seconds to support employees via Mpower Copilot or serve customers directly via Mpower Autopilot. From processing claims to approving refunds, Mpower Agents work within orchestrated workflows to drive real business outcomes with minimal manual effort. 

These AI Agents become a seamless extension of the business, adapting to a business’ unique tone, policies and procedures. With built-in vibe-coding, business users can easily tailor each agent’s personality and communication style to reflect the brand—no technical expertise required. The result is seamless, no-code orchestration boosting self-service, task assistance and operational efficiency across the customer experience domain. 

Maribel Lopez, principal analyst, Lopez Research, said “AI agents are becoming essential for modern customer service, but most still fall short, limited to scripted responses or narrow front-office use cases. What businesses need are solutions that provide the ability to use automated insights to identify opportunities and instantly create agents that operate across front, mid, and back office. NiCE’s Mpower Agents aim to solve previous issues by focusing on intelligent automation.” 

Barry Cooper, president, CX Division, NiCE, said, “There’s a big difference between AI that talks and AI that gets things done. While others are building agents that mimic conversations, we’re building agents that fulfill customer needs—end to end. Whether it’s a mid-office approver or a back-office loan processor, Mpower Agents work across the entire CXone Mpower platform to deliver real outcomes, not just responses. That’s what separates intelligent automation from intelligent distraction.” 

About NiCE 

NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.