From AI Failure to CX Breakthrough: The Verint Platformatic Advantage

Imagine spending billions on artificial intelligence (AI), only to watch it fail. That’s the reality for 95 percent of AI initiatives.

Want to know how to be among the winning 5 percent? The Verint Platform empowers customers with tangible AI business outcomes, helping them succeed in this complex landscape.

CX Automation: Solving the Cost vs. Service Dilemma

There’s no doubt that spending billions on CX labor is no longer sustainable. AI plays a transformative role in contact centers by automating customer experience (CX) workflows, improving agent productivity, and enabling real-time decision-making. As brands face rising labor costs and increasingly complex customer demands, traditional CX models that rely on manual processes can no longer scale.

By automating CX workflows with AI-powered bots that work alongside humans, organizations can achieve the elusive balance between meeting customer expectations and the need to control costs.

However, true CX Automation can be challenging because:

• Data is often unstructured and siloed, which makes it difficult for machines to process.
• Technology-assisted help for contact center agents is only effective if it’s instant and accurate.
• Different workflows require different AI models, which further complicates the picture.

Leveraging an expanding team of specialized bots and a hybrid architecture, the Verint Platform is purpose-built to solve these problems and deliver true CX automation.

Platformatic Automation: What Sets Verint Apart

Simply automating tasks is no longer enough. Point solutions can work well, but they’re very narrow in focus. They can provide limited automation in one area but can’t support the complete CX journey like Verint can. Verint’s platformatic approach helps businesses automate entire workflows and drive real value.

Using a mix of proprietary and open models, tuned in real time,  Verint Open Platform connects data siloes into a behavioral data hub, collecting interaction, workforce, and experience data. This gives agents and managers real-time visibility and dramatically reduces the time from insights to action. The data hub also serves as a rich training ground for Verint AI-powered bots. The comprehensive behavioral data increases bot accuracy and effectiveness.

At Verint, every bot is designed to automate a specific micro-workflow. Because AI is embedded directly into your customer and agent workflows, the adoption is seamless. You don’t need to retrain your team on entirely new processes.

Let’s take the Verint Wrap Up Bot as an example. It can listen to every customer interaction, summarize them, and post the summary directly to the CRM without requiring any manual input. That creates tremendous value. Agents can stay focused on customer conversations instead of taking notes. The bot is there to assist them at every step, allowing humans to reclaim time for high-value tasks.

Built for Flexibility. Measured for Outcomes.

Verint customers succeed because Verint is simply built differently. It was designed from the ground up to automate CX workflows, backed by decades of experience in CX Automation. And when new models emerge, Verint integrates them seamlessly, using fresh data in real time.

One of the most powerful aspects of the Verint Platform is its open, hybrid approach. It layers AI on top of your existing infrastructure without disruption – on-premises, in the cloud, or anywhere in between. No need to rip and replace your infrastructure, CRM, or channels. Instead, you can start small and prove that value quickly in production.

Unlike other AI and intelligent virtual assistant (IVA) vendors, Verint doesn’t disappear after deployment. From day one, Verint solutions quantify the value they bring, and your team can continuously monitor and optimize performance. Instead of tracking vanity metrics that don’t translate to financial outcomes, every Verint bot is aligned to a specific business outcome, whether it’s improving manager and agent capacity, boosting revenue, or enhancing CX.

Real-World Outcomes: Doubling Agent Capacity

Verint has multiple compelling AI success stories from customers, including Trainline, the UK and Europe’s leading rail and coach app, operating across 40 countries.

Using Verint solutions, Trainline saw an impressive 30 percent increase in customer satisfaction. They also managed to cut their average handle time in half on social messaging channels, while managing more contacts with the same number of staff.

Ready to Join the 5% of AI Success Stories?

The real question isn’t if you need CX Automation; it’s how long you’re willing to wait before you’re left behind. The winners are already separating from the pack. Verint is ready today with a platform to drive stronger outcomes. Learn more about Verint CX Automation here.

Step back into the energy of Verint Engage 2025, where Verint leaders and customers take the stage to share how our platform helps organizations achieve stronger, faster, and measurable business outcomes. Listen to the keynote speeches here.

After that, take a look ahead to 2026. Check out Jaime’s recent LinkedIn post.