Drive AI Outcomes With CX Automation
Do more with less by deploying AI across the enterprise. Verint AI-powered bots augment human agents and workflows to increase agent capacity, elevate CX, and generate insights through data.
AI Business Outcomes from Verint Customers
$10M Saved
A bank contained 10M interactions over digital channels, with an 80% containment rate.
$4.5M Saved
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility.
Deliver AI Outcomes, Now!
Leverage the power of AI
Benefit from the latest proprietary and third-party AI models, trained on decades of customer engagement data, embedded directly in your workflows.
Significant ROI from day one
Deploy bots in just weeks – and add more as you need them – to automate processes and augment agent workflows, increasing efficiency and reducing support costs.
Orchestrate the new workforce
Unlock complete CX flexibility by seamlessly orchestrating work across human agents and specialized bots.
What is CX Automation?
CX automation is the result of bots working alongside humans to increase agent capacity and elevate customer experience (CX).
It helps contact centers achieve the elusive balance between meeting customer expectations and the need to control costs.
Read the Ventana Research Report on CX Automation
Enhance agent workflows
Coaching Bots
You need each of your agents to perform like your very best agents. With Verint Coaching Bots your agents receive in-the-moment non-disruptive guidance when needed — 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
Interaction Wrap-Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, reducing agent after-call work by roughly 60 seconds. 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.
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.
Verint IVA
Verint Intelligent Virtual Assistant (IVA) provides personalized self-service experiences across your voice and digital channels that increase interaction containment rates and improve agent capacity through smart transfers.
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.
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 EbookAutomate across the entire enterprise
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 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
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.
Knowledge Creation Bot
Leverage the power of AI to detect opportunities for new knowledge articles and use generative technology to create content with the touch of a button. The AI-Powered Knowledge Creation Bot enables your employees and Intelligent Virtual Assistants to benefit from a more complete, accurate, and useful knowledge base – helping reduce average handle time, increase first contact resolution, and improve CSAT scores.
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.
Supercharge CX Automation with Data
The key to unlocking CX Automation across the enterprise is data. A rich set of interaction, experience, and workforce data is the differentiator that helps to generate a vivid understanding of customer behavior. It’s the driving force behind how bots learn to act in ways that feel natural for human users.
By cleansing and managing this diverse range of data, all within a single, cohesive location, it’s easier than ever to train specialized bots to provide effective service that’s unique to your specific business needs. There’s no more hunting for scraps of information scattered across the organization— executives, business teams, IT professionals, and data analysts can all tap into this invaluable resource.
ISG Research: Customer Experience Management (CXM) Buyers Guide
In a recent report by ISG Research, Verint received top scores and is positioned as a customer experience category leader.
In this report, ISG assessed how well business applications address enterprise customer experience requirements. Out of 19 vendors, Verint Open Platform ranked in the top three across two categories: Product Experience (Reliability and Usability) and Customer Experience
To better understand why Verint was named a leader in the market, read the ISG Research™ Customer Experience Management (CXM) Buyers Guide now.
Read the ReportUnlock the power of Verint Open CCaaS Platform
The Verint Open CCaaS Platform uses an open ecosystem that connects departments, integrates external APIs, future-proofs CX automation delivery, and breaks down data silos even as technology continues to evolve. The platform allows businesses and customers to benefit from a choice of best-of-breed solutions with AI at their core and the ability to add exciting new technology and applications as they emerge.
Learn more about the next generation of CCaaS
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