Wrap Up Bot
The Interaction Wrap Up Bot uses generative AI to summarize interactions between customers and agents, dramatically reducing after-call work.
AI Copilot Bots That Automate Agent Workflows
Double agent capacity by automating manual tasks
Give your customer service agents AI copilots to handle repetitive work – so they can focus on customer conversations.
BENEFIT
$79M
A telco reduced average call duration by 30 seconds while boosting sales with Coaching Bot.
Double your agent capacity with Copilot Bots
Meet the Copilot Bots
Real-time transfer summaries
Seamlessly transfer customers with interaction history and context delivered to agents at the beginning of every interaction.
The Smart Transfer Bot uses AI to analyze context gathered from multiple sources to ensure the right outcome for any interaction (i.e. routing to an agent, scheduling a callback, sending an SMS, or providing an agent-to-agent call summary etc.). If the best option is to transfer the customer to an agent, the Smart Transfer Bot provides the context of the prior interaction significantly reducing average handle time.
Knowledge when agents need it
Provide accurate, consumable knowledge to agents when they need it most with no additional authoring required.
The Knowledge Automation Bot 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 and lowering average handle times.
In-the-moment agent coaching
Enable in-the-moment coaching for the next best action, soft skills support, and sales assistance for your agents.
You need each of your agents to perform like your very best agents. With Verint Coaching Bot your agents receive in-the-moment non-disruptive guidance when they need it – elevating their performance and delivering significant ROI.
Automate after call work
Use generative AI for after call summarizations, freeing up agents’ time and improving consistency.
By removing the time support 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.
Utilize virtual agent assistants
Automate agents’ transactional tasks or replace entirely with self-service flows.
Verint Agent Virtual Assistant goes beyond answering an agent’s question, it uses context from third-party applications and systems of record to provide information and work autonomously on behalf of the agent. For example, the Verint Agent Virtual Assistant can complete a transaction to proactively solve a customer’s query.
Utilita cuts average call length by 35 seconds with Wrap Up Bot
Improve contact center agent productivity now
Achieve stronger, faster, measurable outcomes
Featured resources
Featured solutions
Coaching Bot
With Verint Coaching Bot your agents receive in-the-moment real-time guidance when they need it — elevating their performance by offering next best action suggestions and delivering significant ROI.
Smart Transfer Bot
The Smart Transfer Bot uses AI to choose the next best action and provides agents with the context they need to help reduce call duration by 30 seconds.
Knowledge Automation Bot
Deliver the right knowledge at the right time with a revolutionary AI-powered approach that increases agent capacity and drives business outcomes.
Frequently asked questions about Agent Copilot Bots
Organizations can improve agent performance by leveraging AI-powered Agent Copilot Bots that provide real-time guidance and automation.
Key capabilities include:
- Coaching Bot: Offers in-the-moment guidance and next-best-action suggestions to help agents perform like top performers.
- Wrap Up Bot: Uses generative AI to automate call summarizations, freeing up agents’ time and improving consistency.
These tools reduce average handle time, boost productivity, and enhance customer satisfaction without disrupting existing workflows.
Verint Agent Copilot Bots streamline operations by automating repetitive tasks and integrating seamlessly into existing systems.
Examples include:
- Smart Transfer Bot: Uses AI to analyze context gathered from multiple sources to ensure the right outcome for any interaction (i.e. routing to an agent, scheduling a callback, sending an SMS etc.)
- Wrap Up Bot: Automates after-call work with AI-generated summaries, reducing after call work.
- Agent Virtual Assistant: Uses context from third-party applications and systems of record to provide information, complete tasks, and work autonomously on behalf of the agent.
These tools free agents from manual tasks, allowing them to focus on complex customer needs while improving efficiency and reducing costs.
Automation of customer support workflows is achieved through specialized bots that target specific tasks, including:
- Smart Transfer Bot: Automates routing and ensures agents receive complete context of the prior interactions.
- Wrap Up Bot: Generates accurate call summaries, cutting after-call work by up to 60 seconds.
- Coaching Bot: Provides real-time coaching during calls to improve outcomes.
Together, these bots can halve call handling times and double agent capacity, delivering measurable ROI and better customer experiences.
