What the agent will be told (47 items)
## Route "product" (See the product in action)
- content_id: "simulator-dashboard"
title: Simulator — Test agent performance before you go live
show when: The Simulator dashboard — active test scenarios, completed simulation runs, success-rate trend and upcoming scheduled runs. Show this when the visitor asks how NiCE validates an AI agent before it reaches production.
typical phrasing: "show me the simulator"
say when opening: "Here is a demo of our Simulator — great for testing agent performance before you go live."
- content_id: "autopilot-overview"
title: Autopilot — Autonomous resolution across every channel
show when: Overview of the autonomous agent that resolves customer requests end to end. Show this when the visitor asks about automation, containment or deflection rates.
typical phrasing: "show me autopilot"
## Route "customers" (Hear from our customers)
- content_id: "story-openreach"
title: Openreach — Communications · 0 to +65 NPS over five years
show when: Openreach (Communications, UK). Wholesales the UK national broadband network to ~700 communication providers, which left the end-customer conversation one layer removed. Built a proactive AI engagement layer with AI Agents (Cognigy) across SMS, email and voice, starting at 5,000 customers a month and scaling one use case at a time. Key outcomes: 1.1M+ proactive AI customer journeys orchestrated every month; 95% AI containment across automated journeys; 0 to +65 NPS trajectory over five years; £10M+ estimated annual value. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about Openreach"
say when opening: "Openreach is my favourite example of starting small — a five thousand customer pilot that now runs over a million journeys a month."
- content_id: "story-aegea"
title: AEGEA — Utilities · Emergency AI live in six hours
show when: AEGEA (Utilities, Brazil). A growing Brazilian water utility needed to automate first-level support across WhatsApp and integrate with Zendesk, CRM, billing and GIS. Deployed modular AI Agents covering smart routing, proactive engagement, self-service and human escalation. Key outcomes: 80% reduction in CSR escalations; 87% WhatsApp AI retention rate; 1.1M AI conversations per month at peak; Emergency AI deployed in six hours during the Rio Grande do Sul floods. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about AEGEA"
say when opening: "AEGEA stood up an emergency assistant in six hours during the Rio Grande do Sul floods."
- content_id: "story-bosch"
title: Bosch — Consumer / Manufacturing · 99% success rate on highly technical answers
show when: Bosch (Consumer / Manufacturing, USA). Bosch Mobility Aftermarket North America manages 35,000 products whose warranty rules, specs and installation instructions were buried in technical PDFs. Bosch Answers is an agentic AI that retrieves from thousands of documents and structures each reply around the question, always linking back to the source. Key outcomes: 99% success rate of AI interactions; 80% faster access to answers; 8+ messages per session; 70+ reduction in common complaints. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about Bosch"
say when opening: "Bosch is proof that even deeply technical product knowledge can be handled end to end by an AI agent."
- content_id: "story-toyota"
title: Toyota — Automotive · 98% of users love the AI service
show when: Toyota (Automotive, Japan). Needed conversational AI for phone and chat at scale, plus a way to reach vehicle owners who ignore dashboard warning lights. Runs 25+ AI agents across channels, with an E-Care agent connected directly to vehicle systems that contacts owners and books service while sending diagnostics ahead to the dealership. Key outcomes: 98% of users love the AI service; 25+ AI agents on chat and phone; 95% book directly with the AI agent; E-Care proactively contacts owners when warning lights appear. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about Toyota"
say when opening: "Toyota's E-Care agent reaches out the moment a warning light appears — and ninety-five percent of those drivers book straight through the AI."
- content_id: "story-frontier-airlines"
title: Frontier Airlines — Consumer / Travel · Historical low average handling time
show when: Frontier Airlines (Consumer / Travel, Americas). Growing 15-30% a year, with contact centre staffing and peak-period phone limits straining support. An AI agent now validates reservations, handles baggage questions, processes refunds and hands over to live chat agents, running hundreds of concurrent conversations. Key outcomes: 800k conversations per year handled by AI; Historical low average handling time; NPS increase alongside AHT reduction. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about Frontier Airlines"
say when opening: "Frontier were growing thirty percent a year and simply could not hire fast enough — this is what they did instead."
- content_id: "story-henkel"
title: Henkel — Consumer goods · 25+ markets on one platform
show when: Henkel (Consumer goods, Germany). Henkel Consumer Brands found email and hotlines no longer matched digital-first expectations, and needed one flexible platform across many markets, brands and languages. Key outcomes: 25+ markets served; 7 channels covered; 58 AI conversation flows in production. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about Henkel"
say when opening: "Henkel is the multi-brand, multi-market case — one platform behind twenty-five markets."
- content_id: "story-hyatt"
title: Hyatt — Hospitality · Hundreds of legacy articles restructured
show when: Hyatt (Hospitality, USA). Support teams relied on an outdated knowledge platform that doubled as a ticketing system, with information scattered across documents, portals and departments. NiCE restructured and migrated the knowledge so teams can find the right answer fast. Key outcomes: 800k AI-assisted interactions; Hundreds of legacy articles restructured and migrated; Knowledge unified across departments. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about Hyatt"
say when opening: "Hyatt is really a knowledge story — the answers existed, nobody could find them."
- content_id: "story-fabletics"
title: Fabletics — Retail / Ecommerce · Scalable agentic AI across markets
show when: Fabletics (Retail / Ecommerce, USA). A strongly seasonal, subscription-based model with volumes swinging on campaigns, launches and recurring billing cycles. Built an agentic AI foundation that scales across markets and use cases rather than a single contact-centre bot. Key outcomes: Faster resolution times; Scalable agentic AI foundation across markets and use cases; Handles seasonal and billing-cycle volume swings. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about Fabletics"
say when opening: "Fabletics did not set out to add AI to the contact centre — they set out to serve customers faster."
- content_id: "story-fairstone"
title: Fairstone — Financial services · 10% increase in loans booked
show when: Fairstone (Financial services, Canada). Inconsistent customer follow-up across branches meant many applicants were never reached. Automated, consistent follow-up across enabled channels lifted the booking rate well past forecast within four months. Key outcomes: 10% increase in loans booked; 90% of responding applicants schedule appointments; 7% reduction in sales cycle. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about Fairstone"
say when opening: "Fairstone is the clearest revenue story in the book — a ten percent lift in loans booked."
- content_id: "story-sony"
title: Sony — Consumer electronics · Record customer satisfaction
show when: Sony (Consumer electronics, USA). Customers regularly struggled to reach the right Sony division, creating friction across one of the world's most diverse brands. Automated routing and self-service now contain a meaningful share of contacts. Key outcomes: 15.9% process containment to self-service and automated channels; Record level customer satisfaction. Show this for questions about this customer, this industry, or these outcomes.
typical phrasing: "tell me about Sony"
say when opening: "Sony's problem was not the answer — it was getting to the right division at all."
- content_id: "story-ebook"
title: Top 10 AI customer stories — The full eBook · 10 stories
show when: The complete Top 10 AI customer stories eBook, page-turnable. Show this when the visitor wants to browse everything rather than one named customer, or asks for something to take away.
typical phrasing: "show me the full eBook"
## Route "experts" (Ask our experts)
- content_id: "expert-nHcNi6ZKJBk"
title: NiCE CEO, Scott Russell — NiCE TV · 8:06
show when: NiCE TV interview filmed at NiCE World: NiCE CEO, Scott Russell (8:06). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Scott Russell"
- content_id: "expert-At9ewMSpFxw"
title: Scott Russell, CEO, NiCE — NiCE TV · London · 6:38
show when: NiCE TV interview filmed at NiCE World London: Scott Russell, CEO, NiCE (6:38). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Scott Russell"
- content_id: "expert-B0FeGLr5DN0"
title: NiCE CAIO Philipp Heltewig — NiCE TV · 7:32
show when: NiCE TV interview filmed at NiCE World: NiCE CAIO Philipp Heltewig (7:32). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Philipp Heltewig"
- content_id: "expert-QEi_b8exi7w"
title: NiCE CTO Kevin Lee — NiCE TV · 8:54
show when: NiCE TV interview filmed at NiCE World: NiCE CTO Kevin Lee (8:54). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Kevin Lee"
- content_id: "expert-TPPr_rsIEhk"
title: Jeff Comstock, President of Product & Technology at NiCE — NiCE TV · 10:00
show when: NiCE TV interview filmed at NiCE World: Jeff Comstock, President of Product & Technology at NiCE (10:00). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Jeff Comstock"
- content_id: "expert-rqzhRSr3f9o"
title: Neeraj Verma, VP Agentic AI, NiCE — NiCE TV · 8:11
show when: NiCE TV interview filmed at NiCE World: Neeraj Verma, VP Agentic AI, NiCE (8:11). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Neeraj Verma"
- content_id: "expert-ev2RSOOpCl4"
title: NiCE COO Arun Chandra — NiCE TV · 7:04
show when: NiCE TV interview filmed at NiCE World: NiCE COO Arun Chandra (7:04). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Arun Chandra"
- content_id: "expert-MawKPfqypFQ"
title: NiCE COO Arun Chandra & Analyst Sheila McGee-Smith — NiCE TV · 8:29
show when: NiCE TV interview filmed at NiCE World: NiCE COO Arun Chandra & Analyst Sheila McGee-Smith (8:29). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Arun Chandra"
- content_id: "expert-vYzms3Dw_bQ"
title: Dan Belanger, President NiCE Americas — NiCE TV · 11:25
show when: NiCE TV interview filmed at NiCE World: Dan Belanger, President NiCE Americas (11:25). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Dan Belanger"
- content_id: "expert-wXLgePXZkA4"
title: NiCE CMO Michelle Cooper — NiCE TV · 7:20
show when: NiCE TV interview filmed at NiCE World: NiCE CMO Michelle Cooper (7:20). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Michelle Cooper"
- content_id: "expert-hu4A3hpPiU0"
title: Hadas Reisbaum NiCE CIO — NiCE TV · 5:19
show when: NiCE TV interview filmed at NiCE World: Hadas Reisbaum NiCE CIO (5:19). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Hadas Reisbaum"
- content_id: "expert-DMCgLiCsCNA"
title: David Gustafson, VP & GM, Platform, NiCE — NiCE TV · 7:37
show when: NiCE TV interview filmed at NiCE World: David Gustafson, VP & GM, Platform, NiCE (7:37). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with David Gustafson"
- content_id: "expert-34-9Kzs1Oqs"
title: Tim Harris, GM, Engagement Orchestration at NiCE — NiCE TV · 6:11
show when: NiCE TV interview filmed at NiCE World: Tim Harris, GM, Engagement Orchestration at NiCE (6:11). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Tim Harris"
- content_id: "expert-IfEMxQuPwtE"
title: Andy Traba, VP Product Marketing at NiCE — NiCE TV · 6:42
show when: NiCE TV interview filmed at NiCE World: Andy Traba, VP Product Marketing at NiCE (6:42). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Andy Traba"
- content_id: "expert-4e3w3mBikhE"
title: Carmit DiAndrea, Director Business Consulting, NiCE — NiCE TV · 6:41
show when: NiCE TV interview filmed at NiCE World: Carmit DiAndrea, Director Business Consulting, NiCE (6:41). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Carmit DiAndrea"
- content_id: "expert-KFw-cBL5bsE"
title: Dan Wolfgram, VP Partner Sales, NiCE — NiCE TV · 8:34
show when: NiCE TV interview filmed at NiCE World: Dan Wolfgram, VP Partner Sales, NiCE (8:34). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Dan Wolfgram"
- content_id: "expert-yV5MaS67hgE"
title: Amir Cohen and Jonny Prestidge at NiCE — NiCE TV · London · 5:17
show when: NiCE TV interview filmed at NiCE World London: Amir Cohen and Jonny Prestidge at NiCE (5:17). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Amir Cohen"
- content_id: "expert-mMozSv0rSdE"
title: Darren Rushworth and Mark Harington at NiCE — NiCE TV · London · 7:15
show when: NiCE TV interview filmed at NiCE World London: Darren Rushworth and Mark Harington at NiCE (7:15). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Darren Rushworth"
- content_id: "expert-tYqKnlq-iRU"
title: Industry Analyst at Lopez Research Maribel Lopez — NiCE TV · 13:10
show when: NiCE TV interview filmed at NiCE World: Industry Analyst at Lopez Research Maribel Lopez (13:10). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Lopez Maribel Lopez"
- content_id: "expert-kX0iAZc1-pM"
title: Analyst Julie Ask — NiCE TV · 11:24
show when: NiCE TV interview filmed at NiCE World: Analyst Julie Ask (11:24). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Julie Ask"
- content_id: "expert-2B7B6NTlY2k"
title: Ian Jacobs, VP, Lead Analyst at Opus Research — NiCE TV · London · 9:30
show when: NiCE TV interview filmed at NiCE World London: Ian Jacobs, VP, Lead Analyst at Opus Research (9:30). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Ian Jacobs"
- content_id: "expert-X7s86hSOY6A"
title: Principal at Deloitte Mike Brinker — NiCE TV · 12:47
show when: NiCE TV interview filmed at NiCE World: Principal at Deloitte Mike Brinker (12:47). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Deloitte Mike Brinker"
- content_id: "expert-YnWlZDg56jA"
title: Accenture Managing Director Brandon Webber — NiCE TV · 4:58
show when: NiCE TV interview filmed at NiCE World: Accenture Managing Director Brandon Webber (4:58). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Accenture Brandon Webber"
- content_id: "expert-Ad5F9WkADTU"
title: Citi Head of Customer Service Excellence Mia Carraro — NiCE TV · 10:43
show when: NiCE TV interview filmed at NiCE World: Citi Head of Customer Service Excellence Mia Carraro (10:43). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Citi"
- content_id: "expert-plxV5bfLvbU"
title: Geisinger Omni-Channel Solutions Architect Jake Wilcox — NiCE TV · 4:32
show when: NiCE TV interview filmed at NiCE World: Geisinger Omni-Channel Solutions Architect Jake Wilcox (4:32). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Geisinger Jake Wilcox"
- content_id: "expert-Ec-xH2ekNfs"
title: Hemish Soni, Senior Partner Solutions Architect, AWS — NiCE TV · London · 6:29
show when: NiCE TV interview filmed at NiCE World London: Hemish Soni, Senior Partner Solutions Architect, AWS (6:29). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Hemish Soni"
- content_id: "expert-981SiU9Qf9w"
title: Lior Ben Shahar and Phil Sichhart of AWS — NiCE TV · 4:29
show when: NiCE TV interview filmed at NiCE World: Lior Ben Shahar and Phil Sichhart of AWS (4:29). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Lior Ben Shahar"
- content_id: "expert-FMCvp3DUrKE"
title: SVP Sales and Global Partners at Pindrop Sumant Mauskar — NiCE TV · 6:07
show when: NiCE TV interview filmed at NiCE World: SVP Sales and Global Partners at Pindrop Sumant Mauskar (6:07). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Pindrop Sumant Mauskar"
- content_id: "expert-HLfOHLmc4NI"
title: Chief Revenue Officer at Exato Naveen Krishna — NiCE TV · 6:10
show when: NiCE TV interview filmed at NiCE World: Chief Revenue Officer at Exato Naveen Krishna (6:10). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Exato Naveen Krishna"
- content_id: "expert--PxQ-wTbnwQ"
title: Co-Founder at Convertros Michael Podrazhansky — NiCE TV · 7:37
show when: NiCE TV interview filmed at NiCE World: Co-Founder at Convertros Michael Podrazhansky (7:37). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Convertros Michael Podrazhansky"
- content_id: "expert-VTxfSznlbaM"
title: Oliver Ungermann, Head of AI & Channel Transformation at TDC Brands — NiCE TV · London · 5:07
show when: NiCE TV interview filmed at NiCE World London: Oliver Ungermann, Head of AI & Channel Transformation at TDC Brands (5:07). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Oliver Ungermann"
- content_id: "expert-XzrhGvQQ2xc"
title: Robert Huie and Erika Sullivan-Pond at Bell Integration — NiCE TV · London · 9:17
show when: NiCE TV interview filmed at NiCE World London: Robert Huie and Erika Sullivan-Pond at Bell Integration (9:17). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Robert Huie"
- content_id: "expert-PMw7bII18w4"
title: Luke Cuthbertson, Route 101 — NiCE TV · London · 7:48
show when: NiCE TV interview filmed at NiCE World London: Luke Cuthbertson, Route 101 (7:48). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with Luke Cuthbertson"
- content_id: "expert-YTbJw0LGxqE"
title: PGA Tour Golfer J.J. Spaun — NiCE TV · 8:24
show when: NiCE TV interview filmed at NiCE World: PGA Tour Golfer J.J. Spaun (8:24). Show this when the visitor asks to hear from this person or organisation, or wants an expert or analyst view on what they cover.
typical phrasing: "play the interview with J.J. Spaun"
