NiCE Launches AI Innovation Lab to Accelerate Agentic Customer Experience

NiCE has introduced NiCE Labs, a dedicated AI innovation lab designed to advance the next generation of agentic customer experience (CX) through applied research, benchmarking, and rapid prototyping. Announced at NiCE World 2026, the new initiative will serve as the company’s innovation engine, bringing together AI experts, customers, and partners to transform emerging AI technologies into enterprise-ready CX solutions. NiCE Labs will focus on three core areas: conducting rigorous research and performance benchmarking of AI models, rapidly developing and testing new AI-powered capabilities, and sharing insights, reference architectures, and best practices with the broader industry.

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The purpose of this lab is to enable organizations to narrow the gap between experiments with AI technologies and their actual implementation through validation of the technologies within the context of practical use cases in the area of customer service and engagement. With fast prototyping in conjunction with enterprises, NiCE hopes to expedite the process between the invention of new AI technologies and the resulting business impact. The launch further demonstrates the company’s overall strategy towards incorporating agentic AI into its CX platform.

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