How does Generative AI work?

Generative AI operates through models like generative adversarial networks (GANs) and large language models (LLMs). These systems learn from existing data, identify patterns, and use this understanding to produce novel outputs tailored to user inputs or prompts.

What are examples of Generative AI?

Popular examples of Generative AI include: ChatGPT: A tool for generating human-like text. DALL-E: For creating realistic or artistic images from textual descriptions. Deepfake Technology: For altering audio and video content. Synthetic Data Creation: For augmenting datasets in AI training.

What industries benefit from Generative AI?

Generative AI is transformative across various industries: Marketing: Personalizing content and automating copywriting. Healthcare: Simulating molecular formations for drug development. Entertainment: Creating visual effects, animations, and interactive stories. Customer Engagement: Enhancing chatbot interactions and predictive personalization.

How is Generative AI different from traditional AI?

Traditional AI models focus on analyzing data, making predictions, or providing recommendations based on existing patterns. In contrast, generative AI creates entirely new content or data, offering innovative solutions like customized images or human-like responses.

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AI Business Outcomes from Verint Customers

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A healthcare brand contained 10M digital interactions (67% containment rate).
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A bank reduced call time by 20 sec by giving agents real-time knowledge, increasing agent capacity by 7%.

Generative AI 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 use generative AI to solve specific business challenges and deliver better outcomes. This includes increasing first contact resolution, shortening handle time, automating after-call work, and ultimately reducing costs.

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 a customer experience 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.

How Verint implements GenAI can be a powerful tool that delivers significant outcomes. It enables your customer service team to handle more customer conversations to increase customer satisfaction.

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.

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Drive AI Outcomes with Verint Bots

Interaction Wrap Up Bot

The Interaction Wrap Up Bot uses generative AI to summarize customer conversations, 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.

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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 customer queries. Additionally, Verint IVA uses GenAI to better determine customer intents.

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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.

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Quality Bot

Manual quality management processes are costly, ineffective, and time consuming for customer support teams. Verint Quality Bot automates your quality program to save time and money, improve quality, and reduce compliance risk. The Quality Bot uses generative AI to automatically write scoring rules to evaluate your interactions for compliance, empathy, process adherence, and more. With Verint Quality Bot you can transform your quality program from evaluating just a small sample of interactions to up to 100% coverage.

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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 training 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 Ethics

More about Verint and GenAI

Verint Da Vinci Research
Our researchers hold hundreds of patents, and regularly publish their findings in leading industry and scholarly publications. Read our scientists’ latest work!
How Generative AI Will Transform Your CX Program
The time to embrace Generative AI (GenAI) in your customer experience (CX) program is now. Read more!
Navigating the World of Generative AI
Learn more about Verint AI and see how we’re providing better customer and employee outcomes through automation

Frequently asked questions about Generative AI

Generative AI refers to artificial intelligence systems capable of creating new and original content, such as text, images, audio, video, and even code. It leverages advanced machine learning models, like neural networks, trained on extensive datasets to identify patterns and generate outputs that mimic human creativity.

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Generative AI in action

Generative AI

AI Outcomes