Verint Wrap Up Bot Helps U.K. Energy Company Improve CX While Reducing After Call Work

U.K. energy and gas supplier, Utilita, was looking for ways to increase CX automation in the contact center. Verint Wrap Up Bot, one of Verint’s Copilot Bots, was deployed to increase agent capacity by reducing the amount of time it took to manually summarize customer calls and then post them to the company’s database.

Utilita Energy’s, Head of Service Insights, Lenard Smith, shares some of the significant AI business outcomes they’ve achieved with Verint Wrap Up Bot — reducing after call work along with average handle time of calls, while also increasing agent capacity.