NICE

What the automated decision is: Enlighten scores agent behaviour and customer sentiment; virtual agents answer customers

WF-P-000040

Made by

NICE Ltd.

About the vendor

• NICE Ltd. is headquartered in Ra'Anana, Israel.

Compliance & AI governance

SOC 2ISO 27001FedRAMPPCI DSSAs the company states it, in its SEC filings (tier A) or on its own website (tier B). Not checked against the certifying bodies.

AI laws

• Bot-disclosure laws (California SB 1001 · Utah · EU AI Act)None found
  Has the vendor published how its AI agents tell customers they are talking to a bot?
• EU AI ActNone found
  Has the vendor published a statement on its duties under the EU AI Act?
• Wiretap and call-recording laws (California CIPA)None found
  Has a lawsuit alleged the vendor's system recorded, transcribed or analysed customers' calls or chats unlawfully?
• Illinois BIPA (voiceprints)None found
  Has a lawsuit alleged the vendor's system collected voiceprints or other biometrics in violation of Illinois' BIPA?

Each law is asked as a question public evidence can answer. “None found” describes our search of the vendor’s own site, news and court reporting on 2026-10-06 — not a finding that the company has or has not complied. A lawsuit is an allegation, not a finding.

Customers

• NICE Ltd.'s 20-F filed 2026-02-26: NICE has a loyal customer base of more than 25,000 organisations in over 150 countries.

In its SEC filings

16 disclosures — 1 litigation · 8 how it says it uses ai · 7 ai risks it names

Litigation

• NICE Ltd.'s 20-F filed 2026-02-26: A shareholder of a negligible amount of shares has filed a request for discovery of documents against NICE in an Israeli court.

How it says it uses AI

• NICE Ltd.'s 20-F filed 2026-02-26: The company builds hundreds of CX purpose-built AI models using vast amounts of customer experience data from billions of interactions.
• NICE Ltd.'s 20-F filed 2026-02-26: The company invests in AI-based capabilities to enhance its offerings and continuously improve its use of AI technologies.
• NICE Ltd.'s 20-F filed 2026-02-26: The company uses proprietary technologies including generative AI, LLMs, machine learning, speech-to-text and natural language processing.
• NICE Ltd.'s 20-F filed 2026-02-26: The company provides AI-powered copiloting capabilities to augment employees for specific roles and domain-specific functionality.
• NICE Ltd.'s 20-F filed 2026-02-26: The company uses proprietary technologies including generative AI, large language models, machine learning, speech-to-text and natural language processing.
• NICE Ltd.'s 20-F filed 2026-02-26: The company offers domain-specific Agentic AI that manages complex tasks and makes decisions with or without human intervention.
• NICE Ltd.'s 20-F filed 2026-02-26: The company's domain-specific Agentic AI is designed to manage complex tasks, make decisions and take action, with or without human intervention.
• NICE Ltd.'s 20-F filed 2026-02-26: Self-service automation solutions use AI to deliver human-like interactions at scale.

AI risks it names

• NICE Ltd.'s 20-F filed 2026-02-26: Class action lawsuits target consumer-facing companies using generative AI to analyse customer service calls, and there is no guarantee such lawsuits will not target providers.
• NICE Ltd.'s 20-F filed 2026-02-26: The company identifies that it is subject to laws regulating AI technologies, which poses a regulatory risk.
• NICE Ltd.'s 20-F filed 2026-02-26: The company identifies risks from AI including hallucinations, bias, privacy and security concerns, and intellectual property issues.
• NICE Ltd.'s 20-F filed 2026-02-26: AI technologies could be used in cyberattacks to circumvent controls, avoid detection or remove forensic evidence, making incident response harder.
• NICE Ltd.'s 20-F filed 2026-02-26: Generative AI tools could produce code substantially similar to proprietary materials, which may lead to intellectual property infringement claims.
• NICE Ltd.'s 20-F filed 2026-02-26: Using AI technologies in offerings increases vulnerability to attacks, and an attack on one product could cause adverse publicity and impair market acceptance even without a defect.
• NICE Ltd.'s 20-F filed 2026-02-26: New AI laws and regulations may impose obligations affecting the operation of the company's AI technologies, and enforcement practices remain uncertain.

What the company itself told the SEC. A model found each passage and had to quote it exactly; a disclosed lawsuit is an allegation against the company, not a finding.

Products

CXone Mpower · Enlighten AI · NiCE Cognigy

Technology

ProfessionalWhich AI models and cloud providers this platform runs on, each with its source.

See what Professional includes →

In court

0 cases name it as a party

Where we have looked

Searched through CourtListener / RECAP, last read 2026-10-01:

• US federal district, appellate and bankruptcy dockets — 235 courts105 district, 14 appellate, 95 bankruptcy and 21 special federal courts
• published opinions, including state supreme and appellate courts — 384 courts, including 53 state supreme courts53 state supreme, 62 state appellate, 6 state trial and 28 state special courts, plus the federal courts above

County and municipal courts are not searched, and neither is anything outside the United States. A count of nought means we found nothing where we looked, not that nothing exists.

Verified deployments

24 companies we can evidence on NICE, from addresses they run on its domain and from NICE’s own customer stories. Which ones, and since when, is a Professional feature.