Ever Wish Your Business Analyst Could Do the Work of 10? Wish Granted!

If you keep your finger on the pulse of business analytics, you probably know the biggest challenge customer service organizations are facing is a serious shortage of business and data analysts.

They’ve become harder to find, train, and retain—but are in extremely high demand due to the ever-increasing number of customer interactions.

If businesses want to boost their business analytics bandwidth, they must adopt a different approach.

In this second installment of our blog series on the power of data-driven interaction analytics, we’ll discuss how your business analysts can effortlessly boost their performance and gain insights dramatically faster with the Verint Platform.

Supercharge Your Analyst Operations with Generative AI

Genie Bot, Verint’s latest AI-powered business analytics solution, supercharges analyst teams. Embedded in Verint Speech Analytics, Genie Bot leverages speech transcriptions of interactions to deliver insights in minutes, not weeks!

The bot lets analysts ask questions about their unstructured data for immediate insights—letting them choose the specific subset of calls or interactions they’re interested in to keep the insights relevant, which can then be easily validated in Speech Analytics.

This streamlined and generative AI-driven process can help boost analyst productivity by up to ten times.

Uncover Deeper Insights with Speech Transcription Accuracy

Accurate speech transcription data serves as the foundation for extracting meaningful insights from customer interactions for Business Analysts. This reliable transcription can then be used in the creation of accurate predictive models and trend analysis—helping to uncover customer sentiment, behavioral patterns, and emerging issues.

The Verint Exact Transcription Bot delivers industry-leading accuracy for transcribing contact center calls, with customers achieving over 90 percent transcription accuracy and more than 95 percent accuracy in categorization. This ensures teams can trust the quality of their data while keeping costs low.

The Verint Exact Transcription Bot is continuously learning, training on specific data to build customized models that adapt to new terms over time—improving on terms that matter the most to the business. This ongoing improvement enhances the accuracy of all Verint Open Platform bots and applications.

For example, Quality Bots can more effectively determine if evaluation rules were met when transcription accuracy is optimized.

Understand Customer Sentiment to Improve CX and Reduce Churn

One type of insight our business analytics solutions and AI-powered bots quickly uncover is customer and employee sentiment. The Verint Sentiment Bot accurately scores every voice and digital customer interaction so you can identify, quantify and analyze the various factors that are influencing customers’ sentiment during interactions.

With the Sentiment Bot you can:

• Elevate CX by identifying and addressing pain points to improve customer satisfaction.
• Reduce churn rates by detecting early signs of dissatisfaction and then taking action to retain customers.
• Improve agent performance and reduce employee turnover by providing feedback and training to employees in areas identified by sentiment score.

The Sentiment Bot can be embedded into the workflows of Verint’s business analytics solutions, including Speech Analytics and Text Analytics. It also works alongside other Verint Bots such as the Exact Transcription Bot and Quality Bot to automatically post sentiment scores to the Engagement Data Hub.

AI Business Outcomes

The Verint AI-powered analytics bots are seamlessly embedded into our market-leading speech, text, and interaction analytics solutions. Together, they help analysts dramatically increase their productivity and quickly discover ways to improve agent capacity and CX across the enterprise.

Verint customers have benefited from such AI business outcomes as:

• $3m in revenue: A major U.S. healthcare company was able to significantly improve cross selling and drive $3M in incremental revenue within three months.
• $6m saved in costs: A UK insurer saw more than 10 percent increase in capacity from call reduction and deflection opportunities found in speech analytics.
• 10 percent increase in agent capacity: A global insurance firm saw its self-service success improve by 12 percent, resulting in 10 percent increase in agent capacity.

Verint Business Analytics empowers your business analysts to streamline workflows, improve operational efficiency and uncover greater insights—accelerating decision-making and driving innovation.

If you want to learn more about Verint Business Analytics, check out the earlier post in this blog series. If you want to learn more about Verint’s AI-powered, data-driven analytics solutions, visit Verint Business Analytics.

If you want to learn even more about Verint’s AI-powered, data-driven analytics solutions, be sure to read the third and final part of this blog series on empowering IT and Data Scientists with accurate behavioral and enterprise data. Coming soon!