Verint Quality Bot
Automated Quality Management
Manual quality management processes are costly and ineffective. Verint Quality Bot automates your quality program to save time and money, improve quality, and reduce compliance risk. Start today and see 5x ROI.
AI Business Outcomes from Verint Customers
$1.5M Saved
A healthcare brand automated evaluation of 100% of interactions, increasing supervisor capacity by 33%.
$1.1M Saved
An insurer automated 100% of agent evaluations, increasing supervisor capacity by 30%.
The trouble with manual quality evaluations
Supervisors and quality teams spend hours manually listening to calls and grading them against your scoring criteria. It’s tedious, time consuming, and expensive. But, even worse, the process doesn’t work. Since you’re only able to evaluate a small portion of interactions, this sampling process often leads to workforce disputes with your agents.
This sampling approach also causes blind spots in your compliance processes. Sampling exposes the brand to compliance risks and fines as these cases of non-compliance will almost never be caught.
You need a cost-effective way to gain visibility into all performance and compliance issues.
Automating quality is easy with Verint Quality Bot
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
- Avoid workforce disputes and allow agents to self-coach
- Achieve complete coverage of compliance evaluations
Verint Quality Bot increase your supervisor capacity by 33%, allowing brands to realize a 5x ROI while also improving the employee experience and reducing compliance risk.
Quality Bot drives fast and easy ROI
It’s easy to get started with the Quality Bot. Most organizations can get started within 30 days, and start seeing AI business outcomes immediately. Our customers see 5x ROI, with significant improvements to supervisor capacity and improved quality.
Bank of Baroda, India’s largest public sector bank leveraged the Quality Bot to make a massive improvement to their overall quality.
- 92% quality score achieved
- NPS improved to 50+
Why not try it for yourself? We can deploy the Quality Bot with no operational disruption and deliver AI business outcomes, now.
Meet the Quality Bot
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Create scoring rules at lightning speed
The Verint Quality Bot automatically creates scoring rules by learning from your manual evaluation forms. By simply providing a few examples of what an ideal agent response looks like for each question, the bot uses generative AI to automatically create a rule to automate the scoring model.
The result is a more accurate evaluation framework that can help you identify opportunities for improvement, enhance employee coaching, and make performance reviews more objective.
Evaluate up to 100% of your interactions
Most contact centers only review between 1 and 3% of calls. This severely limits your ability to identify risks and manage quality and compliance.
The Verint Quality Bot is here to help you score up to 100% of your agents’ and chatbots’ performance based on your scoring rules, across all channels – without human efforts.
Evaluate the results and get the full view of the quality of your interactions. Auto-assign coaching proactively when an employee’s KPIs fall below your pre-defined threshold. Help supervisors give fact-based, actionable feedback. Provide your team with quality dashboards and improve the transparency and objectivity of performance reviews.
Mitigate the risk of non-compliances
Failing to meet regulatory guidelines or internal processes can lead to poor customer experience, negative brand perception, hefty fines, and other penalties.
Verint Quality Bot automatically evaluates up to 100% of interactions to identify compliance risks. The bot monitors all your voice- and text-based interactions and sends notifications when a potential case of noncompliance is detected.
This bot helps improve your employees’ adherence to internal workflows or external regulations – such as PCI-DSS, data privacy laws, or any industry-specific regulations.
Create scoring rules at lightning speed
The Verint Quality Bot automatically creates scoring rules by learning from your manual evaluation forms. By simply providing a few examples of what an ideal agent response looks like for each question, the bot uses generative AI to automatically create a rule to automate the scoring model.
The result is a more accurate evaluation framework that can help you identify opportunities for improvement, enhance employee coaching, and make performance reviews more objective.
Evaluate up to 100% of your interactions
Most contact centers only review between 1 and 3% of calls. This severely limits your ability to identify risks and manage quality and compliance.
The Verint Quality Bot is here to help you score up to 100% of your agents’ and chatbots’ performance based on your scoring rules, across all channels – without human efforts.
Evaluate the results and get the full view of the quality of your interactions. Auto-assign coaching proactively when an employee’s KPIs fall below your pre-defined threshold. Help supervisors give fact-based, actionable feedback. Provide your team with quality dashboards and improve the transparency and objectivity of performance reviews.
Mitigate the risk of non-compliances
Failing to meet regulatory guidelines or internal processes can lead to poor customer experience, negative brand perception, hefty fines, and other penalties.
Verint Quality Bot automatically evaluates up to 100% of interactions to identify compliance risks. The bot monitors all your voice- and text-based interactions and sends notifications when a potential case of noncompliance is detected.
This bot helps improve your employees’ adherence to internal workflows or external regulations – such as PCI-DSS, data privacy laws, or any industry-specific regulations.
Improving the Agent Experience: Ways to Use AI in Your Contact Center Now
A significant challenge contact center agents face today is having to deal with repetitive tasks and strict compliance processes, which can lead to high attrition rates and burnout.
In our latest eBook, we present practical, AI-powered solutions, including the Quality Bot, that can improve the agent experience, provide better performance feedback for improved quality and compliance management, and drive immediate business outcomes.
Download the EbookUnderstand the Root Causes of Negative CX
Verint Quality Bot works well with Verint Sentiment Bot, which helps you understand what’s influencing customers’ sentiment during all 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 taking action to retain customers.
- Improve Agent Performance and Reduce Employee Turnover by providing timely feedback and training to employees.
Sentiment Bot is embedded into Verint Speech Analytics, Text Analytics, Exact Transcription Bot, and Quality Bot, and sends sentiment scores to the Engagement Data Hub. You can analyze sentiment data using the dashboards in the Data Insights Bot.
Read moreTake a step further with Verint Total Quality
Automated Quality Management (AQM) is just one part of your holistic approach to quality. The Verint Quality Bot is part of Verint’s Total Quality, a complete approach to quality assurance that not only measures interaction quality, but also includes real-time coaching and a 360-degree view of your customer experience.
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