Verint Da Vinci™ AI
The AI and bots engine behind the platform — with governance and guardrails Agent Factory builds on.
Verint Agentic Coaching
Move Beyond Traditional Agent Assistance
AI-powered guidance that not only identifies opportunities to assist agents, but also delivers knowledge and initiates actions directly within the workflow.
Faster
CSAT improvement
Real-time guidance for better agent efficiency and excellent CX
Less manual work
Agents no longer need to leave the conversation to search multiple systems or applications. Coaching cues, knowledge, and workflow outputs are all provided on their screen.
Context aware prompts
Coaching recommendations and follow-up actions appear in a single experience, helping agents receive the right guidance at the right moment.
Better customer experience
Customers receive higher-quality, more accurate, and faster responses from coaches assisted by Agentic Coaching.
Agentic AI for real-time agent coaching
Verint Agentic Coaching uses autonomous AI to analyze live customer interactions and provide human agents with real-time, contextual guidance without disrupting the conversation flow.
When Agentic Coaching detects a relevant topic during a live call, Verint Copilot can either show an interactive cue card that allows the agent access relevant knowledge, or trigger an agentic follow-up action automatically.
Agentic Coaching, Knowledge Automation Bot, Copilot Agents, and other agentic AI capabilities work together through a shared trigger framework, creating coordinated and intelligent customer experiences.
How Agentic Coaching works
Automated actions
Agentic Coaching can also automatically trigger agentic AI workflows. Results are returned directly to the agent in a cue card to deliver the right guidance, policy information, or recommendations without having to pause the conversation to search elsewhere.
Turn every agent into your best agent
As AI automates routine enquiries, human agents are increasingly handling the most complex customer interactions. Verint Agentic Coaching helps agents succeed by delivering real-time guidance, knowledge, and recommended actions directly within the workflow.
- Accelerate agent onboarding: Help new agents gain confidence faster with real-time guidance, recommended actions, and contextual support during live interactions.
- Scale institutional knowledge: Deliver the expertise of your most experienced agents in real time, reducing knowledge gaps and helping every agent perform at a higher level.
- Improve consistency and outcomes: Surface the right guidance, knowledge, and next steps at the right moment to help agents deliver faster, more accurate customer experiences.
Related products
Verint Conversational AI Agents
Agentic AI that autonomously resolves customer interactions across voice and digital channels. Learn More
Verint Copilots
In-the-moment AI assistance that automates manual tasks and helps double agent capacity.
Verint Knowledge Automation
A consistent, accurate source of truth for both humans and AI agents.
Automate CX workflows for stronger, faster, measurable outcomes
The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes — fast. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model, eliminating rip-and-replace and accelerating time to value.
Powered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive smarter automation across self-service, agent support, analytics, quality, and workforce engagement.
Related resources
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Frequently asked questions
Verint Agentic Coaching connects real-time coaching cues with Verint Knowledge Automation Bot and agentic AI agents. When a relevant topic is detected during a live customer interaction, Agentic Coaching can automatically surface the right guidance, retrieve contextual knowledge, or trigger downstream actions without disrupting the conversation flow.
As AI agents increasingly handle routine enquiries, human agents are left to manage more complex conversations. Agentic Coaching captures the expertise of your most experienced agents and delivers it in real time, reducing reliance on tribal knowledge, accelerating onboarding, and helping every agent perform like a top performer.
Verint Agentic Coaching works within the Verint Platform or your existing CX and contact center ecosystem so you don’t have to rip and replace your current platform.
Organizations can determine when agents should take action themselves and when automation should happen automatically, enabling the right balance between efficiency and control.
When a coaching cue requires additional information, Agentic Coaching uses Knowledge Automation Bot to retrieve policies, procedures, answers, or other relevant content. The information is delivered directly within the agent workflow.
By delivering guidance, knowledge, and workflow outcomes Agentic Coaching reduces the need for agents to switch applications, search multiple systems, or manually complete routine tasks.
Real-time guidance supports agents during live interactions, when it can still influence the outcome. Coaching happens between conversations to improve performance in future interactions.