Verint Intelligent Virtual Assistant (IVA)
Intelligent virtual assistant software
Drive AI outcomes with higher interaction containment rates across your voice and digital channels and improved agent capacity through contextual transfer.
Real Customer Outcomes
$10M
Insurance company savings from containment of 67% of digital interactions
$30M
US bank savings through 80% AI-driven containment over voice and digital channels
Low effort deployment, immediate ROI
Verint Intelligent Virtual Assistant enables the quick and easy deployment of CX automation across your voice and digital channels through:
- Deploy alongside your existing IVR
- Increase traffic and call flow to Verint IVA at your pace
- Containment increases with every call flow added to Verint IVA
- Deploy first flow in 30 days with at least 20% increase in containment rate
Verint IVA’s flexible and open nature allows brands to deploy self-service on the channels that deliver immediate ROI, without forcing the disruptive replacement of existing voice or digital infrastructure.
Deliver personalized, self-service customer experiences with Verint IVA Voice
Every inquiry to your contact center costs money. Verint IVA Voice reduces the number of incoming calls into your contact center and interactions handled or escalated to agents by providing AI-powered self-service over telephony and voice-enabled channels.
With Verint IVA Voice companies can:
- Resolve issues vs deflect them: Give customers the ability to self-serve and solve problems 24/7, without needing to speak to an agent for better containment.
- Drive seamless agent handoff: When a customer needs a human agent, Verint IVA gathers interaction context and routes the issue, so the customer doesn’t need to repeat themselves.
Drive AI business outcomes now with Verint specialized bots
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Intent Discovery Bot
The Verint Intent Discovery Bot puts AI to work to quickly cut through the noise to uncover what your customers truly want and need. By identifying high-value customer intents from your engagement data in voice or digital channels – including call recording transcripts, email, chats, support tickets, and more — the bot immediately helps to improve CX automation.
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Containment Bots
Equipped with next-generation conversational AI capabilities, the Verint Containment Bots work across both digital and voice channels to reduce the number of conversations coming into the contact center through AI-powered self-service.
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Smart Transfer Bot
Delivering the outcomes that customers require is more than delivering an uncontained call to the agent. From the moment the interaction begins, the Smart Transfer Bot ensures the next step is the right step – based on context gathered from multiple sources in real time – so the right outcome is delivered for any interaction (i.e. a callback, an SMS, live chat etc.).
Verint IVA delivers differentiated AI business outcomes
Rapid deployment across channels on an enterprise scale
- Verint IVA delivers a low-code bot orchestration and management environment to design, train, test, deploy, and fine-tune multilingual virtual assistants for voice and digital channels.
- Easily create non-linear and multi-intent conversations, identify high value intents, train AI models, and author responses in conversational flows, all of which can be further customized with a pro-code option.
Built on years of domain-specific and industry data
- The latest AI models are trained on decades of rich customer engagement data, ensuring brands can deliver automated, industry-specific experiences from day one.
- Verint IVA offers pre-packaged, industry specific NLU models to jump start your IVA efforts. Backed by a world-class dataset, these models detect highly accurate end user intentions and extract entities to generate personalized, intelligent responses.
Future-proofed investment through an LLM agnostic approach
- Incorporates commercial and third-party models, including generative AI and large language models (LLMs) so you can test and fine-tune bots in a unified environment.
- NLU and AI models are also continuously trained on a brand’s unique, new customer engagement data sets to discover emerging intents and drive up-to-the-minute CX automation opportunities.
Continuous improvement to virtual assistant performance
- Easily customizable dashboards and analytics about users, conversations, and performance so you can always see how your IVA is performing.
- Helps conversation designers see the entire user journey and behavior, usage and containment metrics, intent identification and failed tasks to provide visibility into areas of improvement.
Solutions powered by Verint IVA
Recommended Verint IVA resources
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See the power of Verint IVA today
Verint IVA drives real business results and delivers better customer experiences for enterprises across industries.
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