The Secret to Contact Center AI Adoption: Providing Tools Your Agents Actually Want to Use
See how AI that fits naturally into agent workflows can make their jobs easier while delivering measurable business results.
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Applying AI in the contact center doesn’t have to be daunting. The secret is implementing it directly into workflows that agents are already running. That’s how you get adoption. That’s how you get outcomes.
We’ve drawn from decades of industry experience to identify and automate the most monotonous, time-consuming workflows. Agents can save significant time, their day-to-day becomes easier, and they can focus on providing experiences that build lasting customer relationships.
Verint customers are already using these automated workflows to generate millions of dollars in value by:
- Increasing agent capacity
- Increasing supervisor capacity
- Increasing revenue per interaction
- Improving CX metrics
These AI deployments have been proven to deliver significant ROI in some of the world’s most demanding, high volume contact centers. If you’d like your agents and business to benefit too, it may be time to meet the Verint Copilot Bots.
Contact center AI: meet the Verint Copilot Bots
The Verint Copilot Bots each automate a specific contact center workflow.
Smart Transfer Bot
What it does: Provides seamless handoffs to agents — with interaction history and context — at the beginning of every interaction.
Why agents love it: They no longer go into an interaction blind and customers are less frustrated as they don’t have to repeat themselves. Agents have the useful information they need to dive straight in and start resolving issues.
Why the business benefits: Agents solve customer issues faster, reducing average handle time while improving customer satisfaction.
Coaching Bot
What it does: Analyzes conversations in real-time and uses AI to provide in-the-moment guidance to agents and performance metrics to supervisors.
Why agents love it: Agents receive coaching that makes interactions easier to navigate, spots opportunities to make sales, and helps them feel more confident.
Why the business benefits: You can reduce average handle time, improve conversions, increase compliance, and deliver more consistent CX all without increasing training or staffing costs.
Knowledge Automation Bot
What it does: Uses generative AI to instantly summarize information from any knowledge source into a single, accurate answer that’s curated specifically for contact center use.
Why agents love it: They get fast, consumable answers right when they need them, without digging through multiple articles. This helps them to handle interactions more efficiently.
Why the business benefits: By delivering the right knowledge at the right time, the bot reduces average handle time, improves consistency, and ensures agents always use the most accurate information.
Agent Virtual Assistant
What it does: Assists agents by answering their questions or by handling transactional elements of customer interactions on their behalf.
Why agents love it: They no longer waste time hunting for answers or performing repetitive tasks, freeing them up to focus on the parts of the conversation that require human empathy, judgment, and problem‑solving.
Why the business benefits: Automating transactional workflows improves accuracy, improves first contact resolution, and reduces average handle time — all while increasing agent capacity.
Wrap Up Bot
What it does: Uses generative AI to create consistent call summaries, saving a significant amount of post-call work.
Why agents love it: They save valuable time by offloading busy work, allowing agents to finish interactions faster and move on without worrying about notes, fields, or summaries.
Why the business benefits: Automated, standardized summaries reduce average handle time, improve data quality, and ensure every interaction is documented accurately, delivering both efficiency gains and stronger operational insight.
All Verint Copilot Bots are unified in a single UI and fit seamlessly into existing agent workflows with no disruption. You can start small with a single bot, validate the return on investment and then scale with additional bots to suit your business needs.
AI outcomes achieved with Verint Copilot Bots
Organizations across industries are already achieving major efficiency gains with Verint Copilot Bots, including:
$79M Benefit: A telco reduced average call duration by 30 seconds while boosting sales with Coaching Bot.
$70M Saved: An insurer with 30k agents reduced average call duration by 30 seconds with AI-powered wrap up.
+39 NPS: A mortgage lender increased NPS from +3 to +39 through real-time agent coaching.
$9M Saved: A financial services firm reduced average call duration by 30 seconds, providing self-service history and context to agents.
Utilita cuts average call length by 35 seconds with Verint Wrap Up Bot
Hear how Utilita Energy uses Wrap Up Bot to reduce the time it takes to summarize customer calls by 35 seconds and increase agent capacity by 10%.
Trend for 2026: improved human-machine collaboration
In a recent LinkedIn post, Verint Chief Product Officer Jaime Meritt set out his top three contact center AI trends for 2026, including improved human-machine collaboration:
“While today’s customers expect speedy, efficient services, they also need empathy when things get complicated.
In 2026, the most successful contact centers will facilitate seamless transitions between bots and live agents. In such scenarios, customer interactions flow from a bot to a human and back again — with full context, without requiring repeated information.
Agents will also utilize bots for mundane tasks, quicker information retrieval and even answering questions in an agentic manner.”
“This human-machine synergy will blend self-service with human-assisted workflows. This means automating routine requests and extending agent capacity to focus on complex issues that require emotional intelligence, creativity, problem-solving and critical thinking.”
Jaime Meritt
Verint Chief Product Officer, Verint
The result is improved efficiency, less customer frustration, and high-quality customer and employee experience at scale.
Achieve stronger, faster, measurable outcomes
No matter where you are on your AI journey, Verint makes it easy to get started and even easier to see results.
Whether you want outcome‑based pricing, prefer to begin with a single workflow to prove value, or operate in a fully on‑premises environment, Verint Copilot Bots integrate seamlessly. There’s no need to overhaul your existing CX processes, replace your telephony or CCaaS platform, or pause internal AI initiatives already underway.
Verint lets you adopt AI at your own pace while still delivering measurable impact from day one. Get a demo today to see how Verint Copilot Bots can drive rapid, meaningful outcomes for your organization.