AI-powered bots increase CX automation
Achieving AI Outcomes with Verint Bots
Our AI-powered bots are specifically designed to help your organization increase CX automation.
AI Business Outcomes from Verint Customers
$6M saved
With Verint IVA, a travel firm contained 6M digital interactions (95% containment rate) for $6M in annual savings.
$5M saved
With real-time coaching on objection handling, a financial services firm reduced call duration by 20 seconds and increased agent capacity by 7% — saving $5M annually.
Move from AI experiments to AI outcomes
Verint specialized bots are quick and easy to deploy and drive immediate AI outcomes through CX automation — making your customer engagements smarter and faster. Powered by Verint Da Vinci AI, each bot performs one specific task, and is injected directly into your workflows, putting AI at your fingertips.
If you’re looking to increase agent capacity or elevate your customer experience, Verint bots are here to help. Our team of bots work together to cut over a minute from your call times while delivering a superior CX.
We have an ever-growing team of specialized bots to deliver AI outcomes — let’s meet some of them:
Bots to increase agent capacity
Coaching Bot
You need each of your agents to perform like your very best agents. With Verint Coaching Bot your agents receive in-the-moment non-disruptive guidance when they need it — elevating their performance and delivering significant ROI.
Verint Coaching Bots provide the assistance your agents need, in real-time and based on your business priorities, so you can:
- Reduce call duration
- Increase sales conversions
- Increase customer retention
Interaction Wrap Up Bot
Verint Interaction Wrap Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, dramatically reducing after-call work. By removing the time agents spend manually summarizing a call, organizations can save millions on their bottom line. Plus, summaries are more accurate and consistent across your contact center.
Intelligent Virtual Assistant
Verint Intelligent Virtual Assistant, powered by the Voice and Digital Containment Bots, help 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.
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.
Real world AI outcomes
- $70M saved
A healthcare brand is automating call wrap up for every call across 30,000 agents. Targeting $70M in savings.
- $10M saved
A bank contained 10M digital interactions (80% containment rate) for $10M in Annual Savings.
- $9M saved
A bank reduced call duration by 20 seconds by providing agents in the moment access to knowledge for $9M in Annual Savings.
Improving the agent experience: Ways to use AI in your contact center now
Today contact centers are caught in a cycle of high employee attrition and understaffing, leading agents to burnout.
In our latest eBook, we identify the key challenges agents face and present practical, AI-powered solutions that can improve the agent experience and drive immediate business outcomes.
Download the EbookBots to improve CX
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
- Avoid workforce disputes and allow agents to self-coach
- Achieve complete coverage of compliance evaluations
- Increase supervisor capacity by 33%
Coaching Bot
You need each of your agents to perform like your very best agents. With Verint Coaching Bot your agents receive in-the-moment non-disruptive guidance when they need it — elevating their performance and delivering significant ROI.
Verint Coaching Bots provide the assistance your agents need, in real-time and based on your business priorities, so you can:
- Reduce call duration
- Increase sales conversions
- Increase customer retention
Transfer Summary Bot
Whether transitioning from an Intelligent Virtual Assistant to a human agent or between different agents, the Transfer Summary Bot provides automated summaries of previous interactions. This accelerates response times, reduces average handle time, and ensures customers do not need to repeat themselves. By streamlining these transitions, the Transfer Summary Bot aims to significantly boost customer satisfaction and operational efficiency in customer support workflows.
CX/EX Scoring Bot
The CX/EX Scoring Bot uses unique AI models to measure conversation dynamics in every phone call. The CX and EX scores provide unparalleled insight into the drivers of customer experience – including customer effort, agent effectiveness, and the emotional connection between customers and their agent. With a CX and EX score for every call, your customer experience teams can more accurately and more reliably predict customer retention and drive loyalty.
Real world AI outcomes
- 22%
A UK warranty company used accurate transcriptions to reduce hold times and improve workflows. Improved CSAT by 22%.
- 30%
An auto and life insurer automated 100% of quality evaluations, increasing supervisor capacity by 30%.
- +39
Contact center NPS increased from +3 to +39 after a bank deployed real-time coaching for agents struggling with mortgage applications.
Bots to improve workflows & insights
TimeFlex Bot
With Verint TimeFlex Bot, AI empowers your agents to make unlimited schedule changes. The bot requires no effort for your planners, and the quality of your contact center schedule is enhanced.
The Verint TimeFlex Bot employs complex algorithms, CX data and an innovative game mechanic to enable permissionless, agent-initiated schedule changes at scale. It helps agents juggle work and life when life happens.
Exact Transcription Bot
Your contact center agents have thousands of conversations with customers every day. These conversations are a gold mine of information about what your customers need, what frustrates them, and how your agents are trying to help.
The Exact Transcription Bot offers market-leading transcription accuracy at the lowest cost. The bot trains on your specific data and is continuously learning and creating customized models with new terms. These transcripts power applications like Verint Speech Analytics and Verint Automated Quality Management and can also access the transcripts directly.
Data Insights Bot
The Data Insights Bot can help you translate business intelligence into actionable insights, enabling you to realize a quick return on investment. Beyond just requested reports, the bot proactively offers useful information you should also keep an eye on. This is made possible by best-of-breed AI algorithms surfacing anomalies, trends, and correlations within your multi-source engagement data. Using generative AI, the solution produces easy-to-understand audio-visual explanation of your graphs, charts, and dashboards.
Real world AI outcomes
- $2M saved
An insurer uses accurate transcriptions to identify reasons for repeat calls. Reduced 400,000 repeat calls $2M in savings.
- Access to analytics
A travel company gives business users instant access to analytics dashboards compared to a multi-step reporting process that took 4 days each week.
- $4.5M saved
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility. The 30% reduction in attrition resulted in $4.5M in savings.
The time for AI business outcomes is now and here’s why
With Verint Bots:
- There’s no need to change your ecosystem
- There’s need to change your business workflows
- You can bring your own LLMs
- Deploy one or more bots at your own pace
- Start at low volume and prove outcomes
So, why wait? Start NOW and start seeing benefits in as little as 60 days.
Learn More about Verint Generative AI and Specialized Bots
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