Embrace Generative AI
Next-Generation Artificial Intelligence
Use Verint Bots – powered by Generative AI – to drive AI outcomes with Verint’s open approach.
GenAI in action
Generative AI
The arrival of generative AI and large language models (LLMs ) continues to rapidly change the way companies do business. Verint Open Platform allows us to leverage the most advanced Generative AI models to deliver better business outcomes for you and your customers.
AI Outcomes
Our bots also use generative AI to attack specific business challenges and deliver bette outcomes. This includes increasing first contact resolution, shortening handle time, automating after-call work, and ultimately saving money.
What is Generative AI and why does it matter?
Generative AI (or “GenAI”) is a type of artificial intelligence that uses existing data to generate everything from written content and videos to programming code. In the CX and contact center setting, GenAI is used in customer-facing elements like intelligent virtual assistants, as well as functions that make work easier for live contact center agents.
When used efficiently and smartly within a company’s operations, GenAI can help in connecting customers with the information they need, while also leading to innovation and cost savings across your organization.
It’s important to know, however, that deploying GenAI incorrectly can have a negative impact on your customer service. Many large language models, although excellent at finding general data, are not able to respond about specific elements of your industry or topics specific to your particular business. For example, these models wouldn’t be able to access policies that aren’t already made widely public or be able to handle sensitive HR issues through self-service.
Verint implements GenAI can be a powerful tool that delivers significant outcomes.
Embrace Generative AI through Verint Da Vinci
There is no single AI model to drive CX automation across your organization. That’s why Verint Da Vinci combines the best of commercial, open source, and proprietary AI models for our team of specialized bots – and that includes generative AI and LLMs.
As the field of GenAI innovates rapidly, Verint’s open approach avoids lock-in. When new technologies emerge with superior AI models, we can simply switch the models behind our service APIs. This means you benefit from the new models immediately with zero code changes.
Learn more about Verint Da Vinci AI and AnalyticsDrive AI Outcomes with Verint Bots
Interaction Wrap Up Bot
The Interaction Wrap Up Bot uses generative AI to summarize interactions between customers and agents, dramatically reducing after-call work. Typically, contact center agents had to manually provide a summary of each call, which required a significant amount of time to complete.
The Interaction Wrap Up Bot takes voice and text transcriptions from the interaction and then leverages GenAI to provide a concise overview of the conversation. Not only does this save the contact center millions of dollars in labor annually, it also improves the quality of the wrap-up report, which ultimately leads to better customer experiences.
Digital and Voice Containment Bots
Verint Intelligent Virtual Assistant (IVA) is built on industry-leading conversational AI that’s trained on more than two decades of rich customer engagement data.
Verint IVA can easily integrate generative AI and large language models. Verint IVA also uses GenAI to retrieve information from knowledge management systems and other sources to deliver the best possible answer to a customer’s chatbot query. Additionally, Verint IVA uses GenAI to better determine customer intents.
Knowledge Answer Bot
Delivering the right knowledge at the right time from the right source is key to enabling self-service for both customers and agents. The Knowledge Answer Bot provides the right answer – even if key information needs to be found across multiple articles. Using GenAI, combined with Verint Cognitive Search, this bot provides quick, accurate answers that allow you to lower average handle time and improve CX across your operations.
Quality Bots
Manual quality management processes are costly and ineffective. Verint Quality Bots automate your quality program to save time and money, improve quality, and reduce compliance risk. The Quality Bots use generative AI to automatically write scoring rules to evaluate your interactions for compliance, empathy, process adherence, and more. With Verint Quality Bots you can transform your quality program from evaluating just a small sample of interactions to up to 100% coverage.
Responsible AI
Generative AI is still in its infancy, and as you may have heard, there are instances when it’s not used responsibly. When we use GenAI, we provide controls and filters for inappropriate topics and bias to ensure every response is aligned with brand requirements. Verint also continuously monitors and evaluates model performance and behavior on actual customer data, conducts tests, and fine-tunes LLMs or modifies prompts where needed.
Through continuous monitoring of AI legislation around the world, Verint can evaluate what impacts it will have on enterprise AI. Further, Verint continuously updates its internal AI practices and policies to ensure compliance will be in place ahead of the curve.
We are committed to an ethical and responsible approach to AI, and we have the tools and governance processes in place to eliminate bias in our data sets and models.
Verint’s AI EthicsMore about Verint and GenAI
Navigating the World of Generative AI
Learn more about Verint AI and see how we’re providing better customer and employee outcomes through automation