Doubling Agent Capacity with Verint Agent Copilot Bots

Whether you see it as “cutting call times in half” or “doubling agent capacity,” the ability to shave 50% off your call handle time is a game changer for any contact center.

The Verint Agent Copilot bots do exactly this by automating manual contact center workflows, delivering the extra capacity you need to meet ever increasing customer expectations.

Meet the Verint Agent Copilot Bots

Together Verint Agent Copilot Bots can reduce a typical seven-minute customer call to just three and a half minutes¹—while also monitoring and scoring CX and EX for every call, in real time.

Each bot is designed to automate one specific micro-workflow, working alongside the agent and leveraging AI to drive real-time outcomes in the contact center.

Here’s what they each do to deliver ROI for your company.

Smart Transfer Bot: Saves 30 seconds per call¹

This bot bridges the gap between self- and assisted service. From the moment an interaction begins, the Smart Transfer Bot leverages AI to analyze the context gathered from multiple sources to ensure the right outcome—whether that’s routing to an agent, scheduling a callback or sending an SMS.

If a call is transferred to an agent, it’s delivered with customer history and context of the self-service interaction, giving your employees all the necessary details to take over the conversation with minimum disruption.

AI Outcomes Possible with the Smart Transfer Bot

A financial services firm improved its average handling time (AHT) by 30 seconds, using the Smart Transfer Bot to provide history and context to contact center agents.

The company increased agent capacity across 3,000 agents, translating to $9 million annual savings.

Knowledge Automation Bot: Saves 45 Seconds Per Call¹

The Knowledge Automation Bot searches across content from approved sources and uses generative AI to provide answers to your agents’ questions.

Agents receive a succinct answer instead of a list of search results, helping to decrease average handling time and increase agent capacity. The answer is also presented with the original source links to provide further context to support explainable AI. With the Knowledge Automation Bot you get:

• No migration, re-curation, or re-architecting of existing content needed
• Easy connections to any content source across the enterprise
• A simple search across all knowledge sources that works with any desktop

AI Outcomes Possible with the Knowledge Automation Bot

A financial services company used the Knowledge Automation Bot to provide agents in-the-moment access to knowledge, reducing call duration by 20 seconds.

The firm increased agent capacity across 4,500 agents, saving $12 million annually.

Coaching Bot: Saves Up to 45 Seconds Per Call¹

This bot helps every agent perform like your best agent. Using the Coaching Bot, you’ll be able to deliver targeted, in-the-moment guidance to the agents who need it.

While monitoring the customer conversation in real time, the bot uses AI to notify and assist agents on how to handle the interaction more effectively. For example, the bot can offer guidance on issue resolution or upselling at the right moment.

The assistance is targeted—it’s only provided to those who need it and not disruptive to an agent’s work.

This elevates performance and helps to create a happier, more confident contact center workforce, while also reducing call duration by up to 45 seconds.

AI Outcomes Possible with the Coaching Bot

A financial services firm used the Coaching Bot to give real-time coaching on handling customer objections, reducing call duration by 20 seconds.

The bot helped to increase capacity across 2,000 agents, saving $5 million annually.

Agent Virtual Assistant: Saves 30 seconds per call¹

This bot uses agentic AI to help your agents deliver the best possible service to your customers. Agentic AI enables the bot to better understand the context of a query, using third-party systems such as your CRM, to surface information and personalized knowledge that go beyond an agent’s question to solve the customer query.

Verint Agent Virtual Assistant can also work autonomously, completing a transaction on behalf of your agents—helping to increase agent capacity and reduce average handling time.

Use Case: Agent Virtual Assistant in Action

An airline passenger requests to make changes to their flight booking (e.g., change seats, add luggage, etc.). The agent gives the details to the IVA and instructs it to complete the task autonomously.

This streamlined process increases agent capacity and elevates CX.

Interaction Wrap Up Bot: Saves 60 Seconds Per Call¹

This bot handles writing the after-call notes following every customer conversation. Using generative AI, the Interaction Wrap Up Bot instantly summarizes the auto-transcribed record of the interaction—virtually eliminating post-call work for your agents.

On top of saving up to 60 seconds of a 7-minute call, which translates into millions of contact center hours annually, the summaries are also more accurate, consistent and free from bias.

AI Outcomes Possible with the Interaction Wrap Up Bot

A major healthcare company initially rolled out the Wrap Up Bot to 300 agents and expanded to 30,000 following positive AI outcomes.

The firm is targeting $70 million savings in agent capacity.

Customer Experience (CX)/Employee Experience (EX) Scoring Bot

The CX/EX Scoring Bot identifies calls that require immediate in-call or post-call action, such as transferring to the right department, scheduling a call back, as well as discovering new in-call patterns leading to low or high satisfaction.

The bot complements its fellow Agent Copilot bots by measuring CX and EX in real time, which allows for in-the-moment fixes for tricky calls. In the short term, this helps to elevate CX, while also increasing revenue through increased loyalty in the long term.

AI Outcomes Possible with the CX/EX Scoring Bot

An insurer provided real-time CX scores to supervisors, enabling immediate action to improve CX on a call, which delivered an immediate improved outcome.

This drove a 16 percent increase in NPS.

Get Differentiated AI Business Outcomes with Verint Bots

Verint Agent Copilot Bots significantly increase agent capacity while also enhancing customer experience. By automating micro-workflows in the contact center, these bots halve call durations,¹ which increases efficiency, reduces costs, and improves both customer and employee experiences.

You can also achieve these outcomes faster, because Verint customers can embed each bot within their current system—there’s no need to rip and replace any existing infrastructure.

It’s not essential that you deploy all six at once to start seeing significant AI business outcomes.  Companies can choose which bot they need, who can benefit most from its deployment and tailor the solution to maximize the most pressing business outcome.

Learn more about the benefits of Verint Copilot Bots or get in touch if you want a Verint expert to guide you through our open platform.

¹ Demonstration of time savings possible using Verint Agent Copilot Bots