NiCE Launches NiCE Labs to Prototype Agentic CX
In a June 9 press release, NiCE announced NiCE Labs, a dedicated AI innovation lab unveiled at NiCE World in Orlando that will focus on research, benchmarking, and rapid prototyping to accelerate agentic customer experience, per NiCE's announcement. The company described NiCE Labs as built on three pillars: Research and Benchmarking, Prototyping and Incubation, and AI Advocacy, and included a direct quote from Phil Heltewig, Chief AI Officer, on closing the gap between AI capability and enterprise CX. Reporting from CXToday and Martech360 covered the announcement, with CXToday noting the initiative will work with customers and partners to validate models and designs in realistic CX scenarios. Editorial analysis: Vendors creating dedicated labs for agentic AI reflect an industry trend of moving from demos to production validation and governance, which matters for practitioners evaluating vendor claims and reference architectures.
