AI Self-Service Solutions

Customer Self-Service

Increase agent capacity and elevate customer experience through seamless customer self-service solutions.

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AI Business Outcomes from Verint Customers

$10M Saved
An auto club contained 5M phone interactions at a 50% containment rate with Verint IVA
$6M Saved
A travel company contained 6M digital interactions at a 95% containment rate with Verint IVA

Customer Success Stories

Drive AI outcomes now

Increase agent capacity
Reduce the need for assisted service by enabling customers to self-serve with intelligent virtual assistants and access to the right knowledge.
Elevate customer experience
Improve customer satisfaction by resolving customer issues quickly and effortlessly with self-service solutions.
Drive CX automation
Use AI-powered bots to enable seamless customer self-service automation, elevating CX and reducing your support costs.

Verint Intelligent Virtual Assistant

Increase Self-Service Containment Rates

Deliver personalized self-service experiences over your voice and digital channels to effectively contain customer inquiries and reduce agent workload, continuously improving effectiveness through AI.

Improve Agent Capacity

AI-powered transfer uses contextual data to intelligently direct customer interactions to the right resource, delivering the right outcome regardless of channel, to improve agent capacity.

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Verint Intelligent Virtual Assistant Voice

Increase Contact Center Capacity

Augment your voice channel with best-of-breed AI-powered intelligent virtual assistants that contain more calls than a traditional IVR, helping to increase your contact center capacity and reduce costs.

Elevate CX Without Disruption

Augment your existing IVRs flows with AI powered natural language experiences, without delay or disruption in your existing ecosystem or any long, expensive, and disruptive infrastructure changes. You can start small, validate the outcomes, and scale at your own pace

Discover How AI is Changing Self-Service

Brands using AI have better first contact resolution, improved containment rates and are much more confident in their ability to meet future customer expectations.

Read the full report to discover how brands are deploying AI for self-service and their plans for further investment.

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Verint Knowledge Management

Reduce Inbound Volume

Provide knowledge through self-service channels to help reduce contact center volume while elevating CX. Verint Knowledge Management uses proprietary artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers.

Improve Agent Experience

When customers aren’t able to self-serve, Verint Knowledge Management provides agents with context-specific knowledge in real-time, just when they need it, to help improve first contact resolution and reduce average handling time.

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knowledge management knowledge base product screen

Verint Community

Increase Agent Capacity

Verint Community provides customers with self-service options including discussion forums, knowledge articles, product documentation and how-to videos which help to reduce the volume of inbound inquiries and increase agent capacity.

Elevate Customer Experience

Save customers and employees time with social self-service through peer-to-peer support forums that provide immediate answers to their queries.

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Increase CX Automation with AI-Powered Bots

Knowledge Automation Bot

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.

Intelligent Virtual Assistant

Verint Intelligent Virtual Assistant helps reduce inbound interaction volume while improving CSAT by using AI to efficiently automate conversations with customers across digital and voice channels. With these bots, brands can provide personalized self-service experiences so they can resolve customer queries and provide the necessary context to shorten interactions that do need to be escalated to a live agent.

Smart Transfer Bot

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 interaction (i.e. a callback, an SMS, live chat etc.). Transferring interactions with full context reduces each assisted service call by one minute and can increase agent capacity by 20%.

Quality Bot

The Verint Quality Bot was designed to automate your quality program to deliver business outcomes quickly. With AI-powered automation, you can go from evaluating a very small sample of calls to evaluating 100% of interactions across channels. With the Quality Bot, you can reduce supervisor cost related to evaluating interactions, achieve complete coverage of compliance evaluation and increase supervisor capacity by 33%.

CX Automation with Verint Platform

With unified data and industry-leading AI at the core of Verint Open Platform, companies can connect the dots across the organization. This enables deeper data analysis, enhances CX automation and helps you to understand when, where and how to enable your customers to self-serve.

The platform approach allows you to start from anywhere. Consider which of Verint’s self-service capabilities will have the greatest impact on your business outcomes, seamlessly integrate the solutions into your ecosystem, then scale at your own pace.

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