Santa Loves Verint
This past season, Santa’s workshop received requests from more kids and through more communication channels than ever. And it’s not like they could just hire more elves to meet these needs. That’s why Santa and his crew brought Verint Bots into the workshop. Here’s how the North Pole embraced AI-powered bots to make this the most efficient holiday season yet.
A bot for every challenge
Santa can’t afford mistakes, delays, or missed orders when delivering a few billion packages all in one night. If there’s failure, kids stop believing. Thankfully, his workshop relied on Verint Bots.
As part of the Verint Open CCaaS platform, Verint bots didn’t replace the elves in the workshop. Rather, they made their jobs easier, more fulfilling, and more effective by automating routine tasks.
There’s a bot to help with everything in the workshop to improve operations not just this season, but for years to come.
Quality Bot
Santa’s workshop used AI-powered quality bots that automatically and continuously evaluate all interactions against his scoring rules. He has performance and “compliance” insights without manual effort for the elves.
Your workshop…or workplace…can also benefit from greater quality efficiency and insight so you can make sure all of your agents avoid the naughty list.
Interaction Wrap-Up Bot
The workshop processed billions of letters through email, chat, instant message, etc. Thankfully, the Interaction Wrap-up took those really long transcripts or letters and used generative AI to summarize them into a report that cuts to the chase.
Your agents can benefit as well. Interaction Wrap-Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, eliminating after-call work. By removing the time agents spend manually summarizing a call, you can save millions on their bottom line.
Forecasting and Scheduling Bot
While Santa’s workshop features a dedicated team of elves, the elves don’t work around the clock. Santa used Verint’s scheduling bot to create efficient and effective staffing plans so that elf resources are put in the right place at the right time to complete the tasks at hand.
In your contact center, the Forecasting and Scheduling Bots deliver the most accurate forecasts for projected interaction volumes across channels. By leveraging these bots, you can see higher CSAT, lower staffing costs, and increased employee retention without requiring WFM teams to be AI experts.
The Holiday Survival Guide
Santa’s not the only one using AI-powered bots to make sure everyone has a happy holiday. It’s always a busy season for retailers and without the right tools, extra volume can easily overwhelm the contact center.
Find out how brands are deploying AI to increase capacity during the holidays to ensure exceptional experiences for customers and employees.
Read The Holiday Survival GuideWant to Learn More About Verint Specialized Bots?
Are you ready to enjoy the sorts of productivity and CX improvements that changed the game at the North Pole? Get in Touch with a Verint specialist today, and we’ll show you how Verint bots can help.
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