Power AI Contact Center Automation with Verint Da Vinci™ AI-Powered Bots

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.

With Verint Da Vinci Redaction, sensitive PII data can be removed or masked so that it cannot be accessed by anyone without specific permission. One of the challenges to meeting privacy regulations and government or industry regulations is accurately identifying interactions containing personally identifiable information (PII).

PII is any customer data that can be used to identify a specific individual. This includes information such as names, addresses, social security numbers, and date of birth which is often collected during the verification process or when updating customer information.

Using AI algorithms, the Call Risk Scoring Bot analyzes more than 60 data points from telecom metadata and caller behavioral analytics then assigns a risk score to every call made into the contact center. To ensure that the bot can efficiently identify and fend off fraudsters’ ever-evolving tactics, we regularly collaborate with fraud analysts and business sponsors.

Call Risk Scoring Bot can not only detect and prevent fraudulent activities in your call center, but ultimately help lower average handle time for legitimate callers and add an additional layer of customer data protection.

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.

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.

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. Learn More