Revolutionize Your KM Capabilities with The Verint Knowledge Automation Bot

Across your contact center, agents spend valuable time searching for the right information. Finding an answer requires sifting through lists of search results and scanning multiple pieces of content.

The result?

Longer handling times and frustrated customers. The answers your agents need are buried across various content sources. You could re-organize and re-architect your knowledge—but that would take months.

Leveraging AI for knowledge management (KM) can help you to quickly surface relevant information and create a more efficient customer conversation, which creates extra capacity for your contact center.

The Verint Knowledge Automation Bot is designed for this exact task. In most cases, it increases your agent’s capacity by 20%. This isn’t just moving the needle slightly; it’s shaving 45 seconds off an average customer conversation. 

The Knowledge Automation Bot

The bot fundamentally changes how your organization creates and delivers knowledge. It leverages generative AI to surface and summarize the right knowledge in a single, easy to understand answer. The process involves searching across multiple sources, discovering answers from anywhere that valuable information is stored. This capability is unique to the Verint platform.

Revolutionary AI-powered Knowledge Management

Working within any company’s existing ecosystem, the bot searches approved content sources—such as an existing knowledge base—and provides succinct answers instead of a list of search results.

This helps to decrease average handing time (AHT) while simultaneously increasing agent capacity.

The answer is presented alongside original source links, so agents have access to further context than what the bot provides, if required. 

No Time-Consuming Knowledge Curation

A traditional knowledge management program often requires months of effort to collect, organize, and re-structure all your content into a unified repository. The Knowledge Automation Bot removes this effort entirely, so you can start seeing outcomes immediately.

It searches your existing content sources for the right information and automatically formats the response into an easy-to-consume answer for your contact center agents that works with any desktop.

Fast-track Existing Knowledge Management Initiatives

Existing content is often spread across multiple sources and in formats that are hard for agents to consume.

The Knowledge Automation Bot can be deployed immediately, leveraging your existing enterprise knowledge and optimizing the content you have available currently, using generative AI to auto-summarize the right answers for agents fast.

You determine which knowledge assets are relevant—the Knowledge Automation Bot does the rest.

Here’s how the bot works:

• The agent requests information, which the bot searches for across all knowledge sources.
• The search results are summarized by GenAI and presented in an easy-to-consume format with links back to the original sources.
• Agents gain efficiency by providing more concise, high-quality answers, reducing call duration by approximately 45 seconds.

The whole process takes seconds rather than minutes to complete, streamlining interactions and improving a customer’s experience with more efficient and satisfying resolutions.

The Knowledge Automation Bot enables:

• Shorter Calls: Effortless integration with any content source in your enterprise means agents get precise information after an easy search, which lowers AHT and increases first contact resolution.
• Increased Efficiency: The streamlined agent experience compatible with any desktop features a unified search bar that accesses all knowledge sources, eliminating the need for multiple searches.
• Quick Deployment: With the bot connecting to any content source across an enterprise, agents can get the right information they need.

Deliver AI Outcomes, Now

Discover more about Verint’s team of specialized AI bots, which can help you deliver genuine business outcomes and real ROI.