Verint Agent Copilot Bots

Verint Interaction Wrap Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, dramatically reducing after-call work. By removing the time support agents spend manually summarizing a call, organizations can save millions on their bottom line. Plus, summaries are more accurate and consistent across your contact center.

From the moment an 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 customer query (i.e. a callback, an SMS, live chat etc.). Transferring interactions with full context reduces each assisted service call by about 30 seconds and can increase agent capacity by 10%.

Verint Knowledge Automation Bot uses the power of AI to deliver the right knowledge at the right time to increase agent capacity and drive business outcomes. A single search bar allows for search across all knowledge sources, eliminating the need for multiples searches. The bot then uses generative AI to summarize search results into a single answer that is specially curated for the contact center — making answers easy for agents to consume.

The CX/EX Scoring Bot uses unique AI models to measure conversation dynamics in every phone call. The customer experience (CX) and employee experience (EX) scores provide unparalleled insight into the drivers of customer experience – including customer effort, agent effectiveness, and the emotional connection between customers and their agent. With a CX and EX score for every call, your customer experience teams can more accurately and more reliably predict customer retention and drive loyalty.