rewrite this title NiCE Interview: Why Enterprises Must Move Beyond AI Transcription in UC – UC Today

Enterprises have scaled AI transcription and meeting summaries. Now they must prove AI drives better outcomes. Carmit DiAndrea, Director of Value Realization Services at NiCE, said the next phase will focus on supervisor copilots, analytics copilots, and tighter governance. “We can get very caught up in measuring activity,” she said. “But what we really need to be focused on is measuring outcomes.”

The next layer: copilots for supervisors and analysts

DiAndrea said organisations now apply auto-summarisation beyond meetings. Contact centres use it to reduce wrap-up time and improve interaction records. Agent copilots also sit “side by side” with staff. They surface relevant knowledge and prompts during live conversations.

She expects the next wave to target new user groups. Supervisors, in particular, now manage “a hybrid workforce of AI agents as well as human agents,” she said. That changes the alerts, coaching signals, and dashboards they need. NiCE’s own view of this is reflected in its product overview for Copilot for Supervisors.

DiAndrea also pointed to copilots for analysts and executives. These tools help leaders interrogate operational data and act on what changes. Her focus stayed practical: what drives the business, and what to do next.

Governance replaces “set it and forget it”

DiAndrea warned IT leaders not to treat AI as a one-time rollout. “You can’t install them and walk away,” she said. She urged teams to monitor performance in production. That includes whether agents accept suggestions, modify them, or ignore them. That feedback loop improves accuracy and adoption.

Governance pressure will rise as agentic AI expands. Gartner expects that, by 2028, one-third of GenAI interactions will use action models and autonomous agents for task completion. DiAndrea said these systems can act like a black box, so vendors must build “really strong guardrails.” Buyers also need named owners. “Someone needs to be solely responsible for overseeing and managing these tools,” she added.

Avoid the Frankenstack

DiAndrea saved her sharpest advice for procurement. Many organisations have accumulated point solutions across departments, each bought to solve a specific problem, none of them sharing data properly. She called this a “Frankenstack.” The result is fragmented customer journeys and reporting blind spots.

Her advice to IT leaders is to buy with a longer view. Think about what the organisation will need to do over the next few years, and evaluate tools against that picture rather than immediate requirements alone. UC Today’s NICE platform guide offers useful background on how NiCE’s own stack is structured for organisations weighing up their options.