By
Neeraj Verma
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Date Published: July 16, 2025 - Last Updated July 16, 2025
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Comments
Artificial intelligence (AI) in the enterprise isn't just about big ideas – it's about building the right tools for the right problems. That’s exactly how ElevateAI came to life.
Established as an internal innovation hub within NiCE, ElevateAI wasn’t a spin-out or a simply a stand-alone startup. It was an intentional response to a question NiCE’s own teams were hearing again and again: Why is AI-powered innovation still so hard to implement within the contact center?
Rather than repackaging generic models or repurposing consumer tech, NiCE took a different route. It built ElevateAI from the ground up to deliver practical, open, purpose-built AI capabilities for CX – technology that could scale fast, integrate easily, and actually work in the messy, real-world conditions of enterprise contact centers.
In just a few years, that experiment has grown into a robust platform that’s already changing how AI is deployed in the contact center.
From One Model to Many: A Transcription Evolution
Transcription is where ElevateAI began – and where it still leads. The team’s first model was trained exclusively on contact center interactions, giving it a real edge in environments with crosstalk, domain-specific language, and unpredictable audio quality. That original CX model is still a go-to for teams needing high contextual accuracy across industries.
But ElevateAI didn’t stop there. In late 2024, it launched Echo, a next-generation transcription engine designed for speed, scalability, and precision at scale. Echo was trained on millions of enterprise interactions and fine-tuned to support high-volume, high-accuracy use cases – like QA automation, sentiment tracking, and real-time agent assist.
Today, the platform supports two high-performance transcription models, giving enterprise teams the flexibility to choose what works best for their workflows – without compromise.
Generative AI, Built for the CX Use Case
It’s no secret that generative AI is reshaping enterprise software. But ElevateAI’s approach stands apart for one key reason: it was built for the contact center from the start.
The platform now includes a suite of seven Generative AI features, purpose-built to help contact center teams automate insights, streamline operations, and deliver better customer outcomes. These include:
- AutoSummary creates an automatic, post-call summary with intent, actions, resolution, and sentiment – every time, after every interaction.
- Agent Action Items automatically generates a list of agent-related action items from each interaction – flagged during the interaction, by or for the agent
- Summary Details allows agents to automate post-call summaries with detailed, start-to-finish accounts.
- Interaction Topics generates a structured list of topics from customer interactions, turning every customer conversation into actionable insights.
- Agent Coaching Assistant lets supervisors elevate agent performance at scale, across every interaction.
- Conversation Composition lets you isolate individual issues and resolution steps from every interaction, ensuring transparency and traceability.
- Ask ElevateAI Q&A allows users to get contextual answers to follow-up questions across their data – post-interaction – so nothing is overlooked and every conversation is clear.
All are available via open APIs and all are included as part of ElevateAI’s 1K Every Day plan. For enterprise teams looking to explore Gen AI without additional procurement complexity, this opens the door to real-world experimentation and measurable value.
Visibility That Drives Action: Explore
Of course, raw insights mean little if they’re trapped in a spreadsheet. That’s why ElevateAI launched Explore, a widget-based dashboard tool that helps teams visualize their transcription and Gen AI output in real time – no dev work required.
With Explore, users can:
- Monitor accuracy across models
- Track customer sentiment
- Surface trends in call volume or topics
- Share findings across teams for faster action
Whether you're testing a new AI feature or validating performance in production, Explore makes insight visible – and actionable.
Making Innovation Accessible: 1K Every Day
Innovation only matters if teams can access it. That’s why ElevateAI introduced its 1K Every Day plan: a no-cost, no-commitment offer that includes 1,000 free interactions per day, processed with the full suite of transcription and Gen AI features.
It’s not a trial. It’s not a limited demo. It’s a working model of ElevateAI’s philosophy: the best way to drive adoption is to remove friction. For many teams, this has become the easiest way to test new workflows, benchmark tools, or bring AI into an existing CX stack without waiting for budget cycles.
Built by Experts. Grown by Demand.
What makes ElevateAI unique isn’t just its technology – it’s its trajectory. As an organic innovation from NiCE, the platform has grown with a rare combination of deep domain knowledge and real product velocity. Every feature released – from transcription to Gen AI to Explore – has been purpose-built for the contact center and shaped by input from CX professionals, developers, and analytics teams across the customers and industries that NiCE serves.
In a landscape crowded with general-purpose solutions, ElevateAI stands out by focusing on the specific needs of enterprise contact centers and delivering tools that are ready to use, open to integrate, and priced to scale.
Want to see how smarter, purpose-built AI could fit into your CX strategy? Start small. Test fast. Let the data guide you. Contact ElevateAI today.