Automated Quality Management with Verint 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. Start today and see 5x ROI.
Read: Quality Bots for Automating Contact Center Quality
The trouble with manual quality evaluations
Supervisors and quality teams spend hours manually listening to calls and grading them against your scoring criteria. It’s tedious, time consuming, and expensive. But, even worse, the process doesn’t work. Since you’re only able to evaluate a small portion of interactions, this sampling process often leads to workforce disputes with your agents.
This sampling approach also causes blind spots in your compliance processes. Sampling exposes the brand to compliance risks and fines as these cases of non-compliance will almost never be caught.
You need a cost-effective way to gain visibility into all performance and compliance issues.
Watch the WebinarQuality Bots drive fast and easy ROI
It’s easy to get started with the Quality Bots. Most organizations can get started within 30 days, and start seeing AI business outcomes immediately. Our customers see 5x ROI, with significant improvements to supervisor capacity and improved quality.
Bank of Baroda, India’s larges public sector bank leveraged the Quality Bots to make a massive improvement to their overall quality.
- 92% Quality Score
- 50 point NPS improvement
Why not try it for yourself? We can deploy the Quality Bots with no operational disruption and deliver AI Business Outcomes, Now.
read the case studyAutomating quality is easy with Verint Quality Bots
Verint Quality Bots were designed to automate your quality program to deliver business outcomes quickly. With AI-powered automation, you can go from evaluating a very small sample of calls to evaluating 100% of interactions across channels. With the Quality Bots, you can:
- Reduce supervisor cost related to evaluating interactions
- Avoid workforce disputes and allow agents to self-coach
- Achieve complete coverage of compliance evaluations
Verint Quality Bots increase your supervisor capacity by 33%, allowing brands to realize a 5x ROI while also improving the employee experience and reducing compliance risk.
Get a DemoMeet the Quality Bots
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Create scoring rules at lightning speed
The Verint Quality Template Bot automatically creates scoring rules by learning from your manual evaluation forms. By simply providing a few examples of what an ideal agent response looks like for each question, the bot uses generative AI to automatically create a rule to automate the scoring model.
The result is a more accurate evaluation framework that can help you identify opportunities for improvement, enhance employee coaching, and make performance reviews more objective.
Evaluate up to 100% of your interactions
Most contact centers only review between 1 and 3% of calls. This severely limits your ability to identify risks and manage quality and compliance.
The Verint Performance Scoring bot is here to help you score up to 100% of your agents’ and chatbots’ performance based on your scoring rules, across all channels – without human efforts.
Evaluate the results and get the full view of the quality of your interactions. Auto-assign coaching proactively when an employee’s KPIs fall below your pre-defined threshold. Help supervisors give fact-based, actionable feedback. Provide your team with quality dashboards and improve the transparency and objectivity of performance reviews.
Mitigate the risk of non-compliances
Failing to meet regulatory guidelines or internal processes can lead to poor customer experience, negative brand perception, hefty fines, and other penalties.
Verint Compliance Scoring Bot automatically evaluates up to 100% of interactions to identify compliance risks. The bot monitors all your voice- and text-based interactions and sends notifications when a potential case of noncompliance is detected.
This bot helps improve your employees’ adherence to internal workflows or external regulations – such as PCI-DSS, data privacy laws, or any industry-specific regulations.
Create scoring rules at lightning speed
The Verint Quality Template Bot automatically creates scoring rules by learning from your manual evaluation forms. By simply providing a few examples of what an ideal agent response looks like for each question, the bot uses generative AI to automatically create a rule to automate the scoring model.
The result is a more accurate evaluation framework that can help you identify opportunities for improvement, enhance employee coaching, and make performance reviews more objective.
Evaluate up to 100% of your interactions
Most contact centers only review between 1 and 3% of calls. This severely limits your ability to identify risks and manage quality and compliance.
The Verint Performance Scoring bot is here to help you score up to 100% of your agents’ and chatbots’ performance based on your scoring rules, across all channels – without human efforts.
Evaluate the results and get the full view of the quality of your interactions. Auto-assign coaching proactively when an employee’s KPIs fall below your pre-defined threshold. Help supervisors give fact-based, actionable feedback. Provide your team with quality dashboards and improve the transparency and objectivity of performance reviews.
Mitigate the risk of non-compliances
Failing to meet regulatory guidelines or internal processes can lead to poor customer experience, negative brand perception, hefty fines, and other penalties.
Verint Compliance Scoring Bot automatically evaluates up to 100% of interactions to identify compliance risks. The bot monitors all your voice- and text-based interactions and sends notifications when a potential case of noncompliance is detected.
This bot helps improve your employees’ adherence to internal workflows or external regulations – such as PCI-DSS, data privacy laws, or any industry-specific regulations.
Take a step further with Verint Total Quality
Automated Quality Management (AQM) is just one part of your holistic approach to quality. The Verint Quality Bots are part of Verint’s Total Quality, a complete approach to quality assurance that not only measures interaction quality, but also includes real-time coaching and a 360 degree view of your customer experience.
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