How Dominion Energy Unlocks Faster CX Insights with Verint Genie Bot
See how Dominion Energy, a major US utility company turned manual, time-consuming speech analytics into faster, stronger, measurable AI business outcomes with Verint.
Key takeaways
Verint Genie Bot analyzes customer calls and delivers deep insights fast, replacing manual speech analytics.
Genie Bot enables contact center teams to quickly validate the true scale of a customer issue, supporting confident and data-driven decision-making.
Genie Bot surfaces emerging trends and pain points early, helping teams get ahead of problems rather than simply reacting to them.
Genie Bot's Executive Presentation feature automatically generates leadership-ready slide decks from thousands of calls in minutes, with zero manual effort.
The biggest challenge for today’s contact centers is uncovering the wealth of insights their customer conversations hold quickly enough to act on it in time. For Dominion Energy, an American energy and utility company, the solution came in the form of Verint Genie Bot – with immediate and transformative results.
In a recent webinar, Verint’s Sr. Director, GTM Strategy, Roni Ravuna, asked Connor Benton, Manager of Customer Relations and Quality at Dominion Energy, about how his team is using the award-winning Genie Bot to move from reactive analysis to proactive intelligence and drive real business outcomes fast.
From manual reviews to scalable insight
Dominion Energy serves millions of customers across Virginia, South Carolina, and North Carolina, with over 200 contact center agents handling everything from new service to billing inquiries, electric outages, and gas emergencies. With that kind of interaction volume, understanding what customers are experiencing and why is business critical.
Before Verint Genie Bot, the team relied on using speech analytics categories and keyword search to identify call types, which involved a lot of manual call listening. The process was functional, but slow and limited in scope. As demand for deeper, more reliable insights grew, that was no longer sufficient. The team needed to find a way to scale their analysis capabilities without increasing their headcount.
"With Verint Genie Bot, within 30 minutes, we now can get strong insights and a strong summary of whichever topic we're interested in. Maybe up to an hour for deeper dives into a subject. But we're really saving probably even more hours on analysis, and we're getting much deeper insights covering up to 100 calls versus maybe the 15-20 that we could do before."
Connor Benton
Manager, Customer Relations & Quality, Dominion Energy
Turning volume into clarity
One of the first real-world tests of Verint Genie Bot’s value came during a website redesign. After Dominion Energy launched the updated site, customer survey alerts started flowing in. The initial signals pointed to significant customer frustration with the new navigation.
The team needed to quickly find out the gravity of the issue. Rather than reacting to the volume of survey alerts, they turned to Genie Bot to understand the full picture. With the bot’s help, they could investigate those calls and quickly measure how many customers were calling and complaining about website issues.
Surprisingly, they found out that it was less than 1% of the total call volume. That quick single insight did two things simultaneously: it calmed the alarm bells and freed the team to focus on the feedback that truly mattered. They were still able to make meaningful changes based on what customers were saying, but now from a position of data-driven confidence rather than reactive pressure.
"Genie was able to calm some of the initial alarms that were going off but also allowed us to implement some meaningful changes to cater to our customers' preferences."
Connor Benton
Manager, Customer Relations & Quality, Dominion Energy
Proactive intelligence around moments that matter
And that was just one use case. Satisfied with the results they’ve already seen with Verint Genie Bot, Dominion Energy is now also embedding it into a broader initiative around what they call “moments that matter”: the key customer journeys that carry the most weight on overall experience. Whether it’s a customer’s very first service interaction or a call about financial hardship and bill assistance, these are the moments where getting it right matters most.
Each month, the team uses Genie Bot to produce reports for CX leaders, surfacing call volume, sentiment, and pain points across each journey. But their bigger ambition is to shift from reactive to proactive analysis, finding and handling things before they can cause an issue.
"Historically we're receiving requests and responding to them. We'd like to be more proactive with Verint Genie Bot and say, hey, what's bubbling up? What are we finding? So that we can actually give that to the business and get ahead of things instead of reacting."
Connor Benton
Manager, Customer Relations & Quality, Dominion Energy
Genie Bot’s executive summary: a favorite feature
When asked which Verint Genie Bot feature stands out most, the team at Dominion Energy didn’t hesitate.
Verint Genie Bot’s Executive Presentation feature can easily eliminate the time-consuming work of turning the collected insights into polished, leadership-ready slide decks. The automatically exported and formatted presentations are specifically designed for executives with clear, digestible, and visually compelling slides, highlighting key takeaways as well as detailed insights into ROI, customer sentiment, and coaching opportunities.
"The executive summary is just really everything that we want. If you pull up a category that has 20,000 plus calls, instead of immediately having to go in and ask questions, you can wait for that Verint Genie Bot executive summary to load. It's going to give you a summary of the key calls, the top call drivers, and show you sentiment."
Connor Benton
Manager, Customer Relations & Quality, Dominion Energy
That speed-to-insight is exactly what modern CX teams need. The ability to go from a category of thousands of calls to a clear, actionable summary (in minutes!) is a transformative shift in how quickly organizations can respond to what their customers are really telling them.
Going beyond simple interaction analysis with Verint
Dominion Energy’s story is a powerful illustration of what happens when AI-powered analytics is applied at scale to real customer conversations. Verint Genie Bot fundamentally changed how they think about insight, leading to:
- Faster, validated analysis
- Broader customer interaction coverage
- Smarter business decisions
"We were actually surprised that Genie was much more than just a simple analysis of what's going on in the call; it's much smarter than we thought."
Connor Benton
Manager, Customer Relations & Quality, Dominion Energy
Unlock the combined power of Verint and Calabrio with Genie Bot
Verint Genie Bot can help you rapidly analyze complex customer conversations, eliminate analyst bottlenecks, and uncover deeper CX, efficiency, and revenue insights in minutes. And now Genie Bot is available as an add-on in Calabrio Conversation Intelligence, turning omnichannel customer data across voice and digital interactions into measurable business outcomes, faster.
Frequently asked questions
Verint Genie Bot is an AI-powered interaction analytics tool designed to help contact centers rapidly analyze large volumes of customer conversations. It eliminates the need for manual call listening by surfacing deep insights, key call drivers, and customer sentiment on any topic.
Verint Genie Bot can be used across a wide range of CX use cases, including tracking customer sentiment, identifying call volume trends, monitoring key customer journey moments, and flagging emerging issues before they escalate. It enables teams to shift from reactive analysis to proactive intelligence, so businesses can get ahead of problems rather than simply responding to them.
Verint Genie Bot’s Executive Presentation feature automatically converts call data insights into polished, leadership-ready slide decks. Rather than spending hours manually building reports, CX teams can instantly generate visually compelling presentations that highlight key takeaways, customer sentiment, ROI, and coaching opportunities, making it easy to communicate findings to executives quickly and clearly.