Is it Just Another Groundhog Day in Your Contact Center?

On every February 2 in the U.S., communities throughout the country make a show of pulling a poor hibernating groundhog out of its nice warm burrow. Tradition dictates that if the groundhog sees its shadow, there will be six more weeks of winter.

Some of you may remember a great movie starring comedian Bill Murray, who plays a television reporter sent to cover the annual event. However, he somehow ends up in an actual “Groundhog Day” where the same day is repeated over and over again until he figures out how to get through the day the “right way.”

For contact center agents, EVERY day can seem like Groundhog Day. 

It’s often the same thing over and over…the same problems to deal with…the same repetitive tasks that need to be completed in every shift.

All of this can take a toll, mentally, emotionally, and sometimes even physically—leading to higher stress, lower performance, and increased turnover. Not to mention the impact all of this ultimately has on customer experience and overall business operations.

So, what if some of that drudgery could be eliminated? What if the dreaded déjà vu of Groundhog Day went away and was replaced by a bright new day filled with new opportunities?

Read on and discover the substantial benefits to be had from eliminating the Groundhog Day rut.

But, we’ve always done it like this–why change now?

The answer is simple! There is now a better way! By using AI to automate repeated manual tasks, you take some of the drudgery off your agents’ “to-do lists” while also freeing them up to potentially tackle higher-value tasks.

After all, no one likes to be bored. It’s hard to stay engaged with customers and maintain empathy and composure when much of your day seems filled with mind-numbing sameness.

More interesting, less repetitive tasks help re-engage agents. Now, these newly re-engaged agents are delivering higher-quality interactions with customers. They’re happier, and happy agents tend to have customers who are happier.

The cost of losing unhappy agents can be high. According to one report, it can cost between $30,000 and $40,000 to replace a single agent¹, not to mention the amount of time it takes to train and bring that new agent up-to-speed so they can navigate customer interactions successfully.

Now, multiply that by the number of agents you expect to be replacing this year, and it’s easy to see that we’re talking about significant costs due to agent attrition.

The AI-Powered Bots that can make a difference

Verint offers more than 40 AI-powered bots that specialize in doing one task very well.  The Verint Agent Copilot Bots are specifically designed to automate a discreet part of a formerly manual task in an agent’s workflow—not only taking away some of the burden, but also significantly increasing agent capacity.

Smart Transfer Bot

Verint Smart Transfer Bot provides the agent with the context and conversation history from the IVA or prior interaction(s). This way, the agent can start the call with the information they need to immediately start addressing the issue(s) at-hand.

This also saves time by helping ensure that customers don’t need to repeat themselves—a win for both agent and customer.

The Smart Transfer Bot also uses context to properly route interactions. For example, the bot can recognize that the customer calling is a high-value customer. The call can then automatically be routed to someone on the high value Customer Success team—instead of requiring manual transfers between agent teams, which wastes time needlessly. Another win/win for both agent and customer.

Coaching Bot

The Verint Coaching Bot analyzes conversations in real time and uses AI to offer strategies to agents for handling a call more effectively.

For example, this bot can remind an agent to slow down when speaking or even identify a great cross-sell opportunity. This assistance is only provided to the agents that need it and is not disruptive to the agents’ work, helping boost confidence, job satisfaction, and productivity.

Plus, the Verint Coaching Bot is trained on an organization’s specific interaction and agent data in the Verint Data Hub, so it gets smarter and more effective over time while ultimately helping:

• Reduce call duration
• Increase sales conversions
• Increase customer retention.

Knowledge Automation Bot

Verint Knowledge Automation Bot delivers the answers to customers’ questions. It can help save agents from having to look through multiple content repositories and vast amounts of information just to find the one answer they’re looking for.

Using an AI-powered approach, this bot is designed to deliver the right knowledge at the right time, increasing first-call resolution.

With Verint Knowledge Automation Bot, agents receive a succinct, easy to consume answer instead of just a list of search results—decreasing average handle time and increasing agent capacity.

Agent Virtual Assistant

Verint Agent Virtual Assistant is the perfect partner to eliminate some of an agent’s repetitive tasks. In this case, the bot goes beyond simply answering an agent’s question, it actually 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 or place an order. The agent doesn’t need to be involved at all and can instead work on tasks that actually require their focused attention and expertise.

Wrap Up Bot

Historically, agents had to spend a considerable amount of time after a call writing up notes to summarize what had occurred. Not only is this task time-consuming, but these post-call notes can be prone to errors or bias as agents try to remember what was said during the call.

Verint Wrap Up Bot uses generative AI to create accurate, consistent, and unbiased interaction summaries, significantly reducing the time agents spend on after-call work.

As a result, agents are freed up to focus on handling customer interactions and can benefit from utilizing reliable call summaries that provide the context needed to deliver top-level customer experiences.

Real-World Outcomes with AI-Powered Bots

Here are just a few examples of how companies are using Verint Copilot Bots to help their agents spend less time on repetitive tasks that are less productive, boring, frustrating, and mentally and emotionally draining. The results are clearly winners for both the agents and their organizations.

• With Verint Coaching Bot, a telco reduced call duration by over 30 seconds and increased the average revenue per call across their 30,000 agents. The Coaching Bot helped relieve some of the strain on agents who had been experiencing burnout from a consistently high volume of calls. As a result of the 5% increase in agent capacity due to the decreased call duration, coupled with the increased revenue from the calls, the company has been able to save a whopping $79M annually.
• A major healthcare insurer uses Verint Wrap Up Bot’s generative AI to summarize interactions between customers and agents, dramatically reducing time spent on after-call work and freeing up agents to move on to other calls. This increase in agent capacity is targeted to save the company $70M annually.
• With Verint Agent Virtual Assistant, a global technology company was able to reduce call duration by 20 seconds. With this reduction, the company saw an increase in agent capacity — saving the organization $5M annually.

Banish Groundhog Day Syndrome from Your Contact Center

Whether you’re rooting for the Groundhog to see his shadow for six more weeks of winter, or hoping for no shadow and an early spring, Groundhog Day may be fun once a year. However, it’s certainly not fun to relive the same challenges day in and day out in your contact center.

See for yourself the impact that off-loading some of the unnecessarily tedious tasks to one, or more, Verint AI-powered Bots can have on your contact center with increased capacity and happier, more engaged agents.

Let’s keep Groundhog Day out of the contact center and celebrate that furry little rodent just once a year.

For those of you who were wondering, the “official” groundhog, Punxsutawney Phil, DID see his shadow today—heralding another six weeks of winter in the U.S.

¹ The Algorithm Never Blinks: Why Contact Center AI Is Creating a New Kind of Agent Burnout, CX Today, October 25, 2025