NICE CXone Mpower AI agents and copilot

See also

Sources

1. 1
   NiCE announced its agentic AI agents for CX (CXone Mpower Agents) in a press release dated June 17, 2025.

   NiCE Launches CXone Agents: Enterprise-Grade Agentic AI Agents Built for CX to Deliver Automated Fulfillment · release date line · Checked 2026-10-02
2. 2
   The 2025 launch release says AI agents are generated from outcome-based, no-code prompts in AI Studio.

   NiCE Launches CXone Agents: Enterprise-Grade Agentic AI Agents Built for CX to Deliver Automated Fulfillment · paragraph mentioning AI Studio · Checked 2026-10-02
3. 3
   NiCE states its AI agents can support employees through Copilot or serve customers directly through Autopilot.

   NiCE Launches CXone Agents: Enterprise-Grade Agentic AI Agents Built for CX to Deliver Automated Fulfillment · paragraph listing the CXone ecosystem · Checked 2026-10-02
4. 4
   The launch release says the AI agents draw on CXone APIs, Knowledge, Experience Memory, Channels and Enlighten Models.

   NiCE Launches CXone Agents: Enterprise-Grade Agentic AI Agents Built for CX to Deliver Automated Fulfillment · paragraph listing the CXone ecosystem · Checked 2026-10-02
5. 5
   NiCE positions its CXone AI agents to automate complete journeys across front, middle and back office work, not only customer conversations.

   NiCE Launches CXone Agents: Enterprise-Grade Agentic AI Agents Built for CX to Deliver Automated Fulfillment · first body paragraph · Checked 2026-10-02
6. 6
   As fetched on 2026-10-02, the headline of NiCE's June 2025 AI agents press release reads 'NiCE Launches CXone Agents' without the word Mpower, although its URL slug reads 'cxone-mpower-agents'.

   NiCE Launches CXone Agents: Enterprise-Grade Agentic AI Agents Built for CX to Deliver Automated Fulfillment · H1 headline and URL slug · Checked 2026-10-02
7. 7
   AI Studio permissions cover Knowledge Hub, Launch Topic AI, Launch GenAI Prompts, Prompt Access and Enlighten Agent Copilot Configuration, and appear only when the organization is configured for AI Studio.

   AI Studio Permissions · permission table and page note · Checked 2026-10-02
8. 8
   An Autopilot (Omilia) deployment needs a configured CXone voice or digital chat channel, a Virtual Agent Hub app, Studio scripts with virtual agent actions, and a fully configured Autopilot virtual agent on the provider side.

   Autopilot (Omilia) Setup · required components list · Checked 2026-10-02
9. 9
   Autopilot Knowledge appears to be a digital-only capability, since its help page describes only digital channels and digital skills and never mentions voice.inferred

   Autopilot Knowledge · setup steps (deploy to digital channels) · Checked 2026-10-02
10. 10
    Autopilot Knowledge combines Bot Builder digital bots with knowledge from Knowledge Management (Expert) to answer customer questions.

    Autopilot Knowledge · opening sentence · Checked 2026-10-02
11. 11
    NiCE describes CXone Autopilot (Omilia) as a full-service intelligent virtual agent that handles voice and digital interactions in place of live agents.

    NiCE CXone Autopilot (Omilia) · opening section · Checked 2026-10-02
12. 12
    Standard text-to-speech for Autopilot (Omilia) is included in the subscription, while premium voices need separate licensing.

    NiCE CXone Autopilot (Omilia) · text-to-speech section · Checked 2026-10-02
13. 13
    Voice deployments of Autopilot (Omilia) need NiCE's help through the account representative; text virtual agents use the TextBot Exchange Studio action.

    Autopilot (Omilia) Setup · supported channels and Studio actions sections · Checked 2026-10-02
14. 14
    AutoSummary length can be set between 40 and 250 words.

    Automated Summary (AutoSummary) · configuration details · Checked 2026-10-02
15. 15
    AutoSummary produces summaries at the end of inbound and outbound voice and digital messaging interactions but does not support the email channel.

    Automated Summary (AutoSummary) · overview and supported channels · Checked 2026-10-02
16. 16
    AutoSummary offers Structured AI, Generative AI and Hybrid summary types.

    Automated Summary (AutoSummary) · summary type options · Checked 2026-10-02
17. 17
    A NiCE branding blog post, updated June 29, 2026, states the platform is now called NiCE CXone.

    New CXone Branding for a New Era of Smart Customer Service · body, naming paragraph · Checked 2026-10-02
18. 18
    NiCE announced on September 8, 2025 that it had closed its acquisition of Cognigy.

    NiCE Closes Acquisition of Cognigy · release date line and first paragraph · Checked 2026-10-02
19. 19
    NiCE said Cognigy would be available both inside the CXone platform and as a standalone offering.

    NiCE Closes Acquisition of Cognigy · product integration paragraph · Checked 2026-10-02
20. 20
    The supported Studio virtual agent action for AI Agents (Cognigy) is Textbot Exchange, and voice is arranged through the account representative.

    Integrate AI Agents (Cognigy) Bot · Studio section and channels · Checked 2026-10-02
21. 21
    Each AI Agents (Cognigy) virtual agent needs its own separate, unique Cognigy service account credentials.

    Integrate AI Agents (Cognigy) Bot · prerequisites · Checked 2026-10-02
22. 22
    AI Agents (Cognigy) supports only integration version 3.0.0 in Virtual Agent Hub.

    Integrate AI Agents (Cognigy) Bot · integration version section · Checked 2026-10-02
23. 23
    Starting with 26.3, NiCE renamed its CXone Controlled Release program to Public Preview.

    26.3 Release Notes · branding and nomenclature changes · Checked 2026-10-02
24. 24
    Copilot for Agents works only with Agent Workspace (Agent), Agent Workspace (Embedded), Agent Workspace for Microsoft Teams and Agent Workspace (Browser Extension).

    Copilot for Agents · supported agent applications section · Checked 2026-10-02
25. 25
    Copilot for Agents supports voice, digital live chat, SMS, Apple Messages for Business, Facebook, Instagram, Slack, Telegram and WhatsApp, with NiCE CXone Email in preview.

    Copilot for Agents · supported channels section · Checked 2026-10-02
26. 26
    NiCE describes Copilot for Agents as an AI-powered agent assist application that generates interaction summaries, suggests responses and gives knowledge-based guidance.

    Copilot for Agents · opening section · Checked 2026-10-02
27. 27
    Copilot for Agents features include real-time summaries, customer sentiment, KB answers, Task Assist, transfer summaries, journey summaries and AutoSummary.

    Copilot for Agents · features section · Checked 2026-10-02
28. 28
    The Copilot for Agents help page states the product is not available for partners.

    Copilot for Agents · availability section · Checked 2026-10-02
29. 29
    Copilot for Agents is available in Australia, Canada, Europe, the UK and the US.

    Copilot for Agents · availability section · Checked 2026-10-02
30. 30
    The Copilot for Agents AutoSummary places the final interaction summary in the Disposition Notes.

    Copilot for Agents · features section, AutoSummary bullet · Checked 2026-10-02
31. 31
    Copilot for Agents email response drafting is labelled public preview, as is the NiCE CXone Email channel support.

    Copilot for Agents · features section, email responses bullet; supported channels section · Checked 2026-10-02
32. 32
    To set up Copilot for Agents, the customer contacts its NiCE account representative to enable Copilot for Agents, Agent Assist Hub and Knowledge Hub.

    Set Up Copilot for Agents · step 1 · Checked 2026-10-02
33. 33
    Copilot for Agents setup is done in this order: get the features enabled, create a Copilot for Agents profile, then modify a Studio script.

    Set Up Copilot for Agents · numbered steps 1-3 · Checked 2026-10-02
34. 34
    Copilot for Agents Task Assist runs single-step tasks that retrieve customer data from a CRM or other third-party system.

    Copilot for Agents · features section, Task Assist bullet · Checked 2026-10-02
35. 35
    The NiCE CXone AI help page lists AI Routing, Real-Time Interaction Guidance, Interaction Analytics, Quality Management and prebuilt reports as applications that use the framework.

    NiCE CXone AI · application list section · Checked 2026-10-02
36. 36
    NiCE's help center now presents its AI framework under the title 'NiCE CXone AI' at a URL path that still reads /enlighten/enlightenai.htm, which suggests the Enlighten brand has been folded into NiCE CXone AI.inferred

    NiCE CXone AI · page title and URL path · Checked 2026-10-02
37. 37
    An unpublished GenAI prompt profile reverts to defaults if it is not published within 30 days.

    Configure AI Prompt for Copilot for Agents Journey Summary · publish section · Checked 2026-10-02
38. 38
    In GenAI Prompt Editor, journey summary free-text fields are limited to 200 characters and instruction text areas to 10,000 characters.

    Configure AI Prompt for Copilot for Agents Journey Summary · field limits notes · Checked 2026-10-02
39. 39
    A journey summary prompt profile must be published before it can be selected in a Copilot for Agents profile.

    Configure AI Prompt for Copilot for Agents Journey Summary · step sequence and test/publish section · Checked 2026-10-02
40. 40
    NiCE announced CXone Mpower in a press release dated June 11, 2024.

    NiCE Unveils CXone Mpower, The Ultimate CX-Aware AI Offering · release date line and dateline (Hoboken, N.J.) · Checked 2026-10-02
41. 41
    The CXone Mpower announcement presented the CXone platform brought together with the Copilot, Autopilot and Actions AI product lines under Enlighten AI.

    NiCE Unveils CXone Mpower, The Ultimate CX-Aware AI Offering · opening paragraphs · Checked 2026-10-02
42. 42
    NiCE appears to be moving away from the CXone Mpower name and toward NiCE CXone in 2026, but no formal renaming notice was found, so this is not established.inferred

    New CXone Branding for a New Era of Smart Customer Service · body, naming paragraph; read together with the 2025 agents press-release headline and help-center page titles · Checked 2026-10-02
43. 43
    NiCE lists Cognigy, Autopilot (Amelia), Autopilot (Omilia) and Bot Builder as NiCE CXone native virtual agents.

    Virtual Agent Integrations · native agents list · Checked 2026-10-02
44. 44
    The AI Studio permissions page still names the Copilot for Agents profile permission 'Enlighten Agent Copilot Configuration', with View, Create, Edit and Delete levels.

    AI Studio Permissions · Enlighten Agent Copilot Configuration permission row · Checked 2026-10-02
45. 45
    NiCE's public pricing page marks Automated Summary as consumption-based rather than fully included.

    NiCE CXone Mpower Pricing · Automated Summary row icons · Checked 2026-10-02
46. 46
    NiCE's public pricing page shows Copilot for Agents as included in the CXone Ultimate Suite.

    NiCE CXone Mpower Pricing · Ultimate Suite column, Copilot for Agents row · Checked 2026-10-02
47. 47
    NiCE's public pricing page lists the CXone Ultimate Suite at $249 per agent per month plus $0.25 per session.

    NiCE CXone Mpower Pricing · Ultimate Suite column, price line · Checked 2026-10-02
48. 48
    The NiCE CXone 26.3 release notes use the product name 'AI Agents (Cognigy) for Process Automation'.

    26.3 Release Notes · AI and automation items · Checked 2026-10-02
49. 49
    In a voice Studio script, the Agent Assist action for Copilot for Agents goes after the ONANSWER (or ONASSIGNMENT) action.

    Modify Your Studio Script for Copilot for Agents · voice scripts section · Checked 2026-10-02
50. 50
    The Agent Assist action's assistLaunchConfigName property selects the Copilot for Agents profile, either directly or through a variable such as {profileToUse} when there are several profiles.

    Modify Your Studio Script for Copilot for Agents · profile assignment section · Checked 2026-10-02
51. 51
    For journey summary support, a CC Create action is placed before ONANSWER and before REQAGENT so the Customer Card exists before AutoSummaries or dispositions are generated.

    Modify Your Studio Script for Copilot for Agents · voice scripts section, CC Create step · Checked 2026-10-02
52. 52
    For voice, a CONTINUOUS TRANSCRIPTION action is added immediately after the AGENT ASSIST action.

    Modify Your Studio Script for Copilot for Agents · voice scripts section · Checked 2026-10-02
53. 53
    In a digital Studio script, a SNIPPET action that assigns global:__AgentId = "{AGENTID}" is placed before the AGENT ASSIST action, after ONASSIGNMENT.

    Modify Your Studio Script for Copilot for Agents · digital scripts section · Checked 2026-10-02
54. 54
    KB answers can be filtered by passing Knowledge Management tags as JSON in the Agent Assist action's scriptParams property.

    Modify Your Studio Script for Copilot for Agents · KB answer filtering section · Checked 2026-10-02
55. 55
    NiCE warns that Copilot for Supervisors AI-generated insights may not always be complete or accurate and should be checked against the customer's own data.

    Copilot for Supervisors · disclaimer note · Checked 2026-10-02
56. 56
    Copilot for Supervisors real-time alerts include Urgent Assist, Negative Sentiment, Phrase Rule Matched and Intent-Based alerts.

    Copilot for Supervisors · features section · Checked 2026-10-02
57. 57
    Copilot for Supervisors needs a Copilot for Supervisors licence, and some features also need a Rule engine licence.

    Copilot for Supervisors · prerequisites section · Checked 2026-10-02
58. 58
    CXone connects to virtual agents through the VoiceBot Exchange Studio action for voice and the TextBot Exchange action for text.

    Virtual Agent Integrations · Studio actions section · Checked 2026-10-02
59. 59
    Virtual agent integrations come in versions 1.0.0, 2.0.0 and 3.0.0, and version 3.0 is the recommended version that still receives support and bug fixes.

    Virtual Agent Integrations · integration versions section · Checked 2026-10-02
60. 60
    Voice virtual agents connect to CXone through Voicebot Gateway, utterance-based connections or audio streaming, while digital channels go through Digital Experience.

    Virtual Agents · voice vs digital section · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). NICE CXone Mpower AI agents and copilot. WarmTransfer. https://warmtransfer.net/knowledge/nice-cxone-mpower-ai

@misc{warmtransfer-nice-cxone-mpower-ai,
  title  = {NICE CXone Mpower AI agents and copilot},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/nice-cxone-mpower-ai},
  note   = {Verified 2026-10-02}
}