Long Story Short: Introducing AI wrap-up automation with Verint Interaction Wrap Up Bot

If you’ve ever worked in or visited a contact center, you’ve seen that there is a fairly large amount of time when employees aren’t actually on the phone.

Once a call is over, the agent has to type out a summary of everything that just happened so it can be recorded in the call notes. This so-called ‘after-call work’ is crucial to provide useful information for the next agent who might have a follow-up conversation with the customer, but there are so many problems with this common — and usually manual — call wrap up process:

1. Manual call wrap up procedures take up valuable time that your customer service agents could be spending helping the next customer. In the long run, it can cost you millions of dollars.
2. It forces the agent to keep a mental record of every step of the customer interaction, pulling their attention away from listening to customer conversations.
3. It is boring, tedious work that agents don’t enjoy, decreasing employee engagement, and negatively impacting customer satisfaction.
4. It results in inconsistent and sometimes inaccurate, or even biased summaries.
5. Poorly written summaries often lead to customers having to repeat themselves, which creates a bad customer experience.

The list goes on, but long story short: This process is outdated and needs to go away.

But how can organizations eliminate this time consuming after-call work? The answer is generative AI. You can’t go anywhere without hearing the phrase ‘generative AI’ (aka ‘GenAI’) or ‘ChatGPT’ these days. This new technology is reshaping the way we work, and contact centers are no exception.

The Verint Interaction Wrap Up Bot puts the power of GenAI at your fingertips to eliminate after-call work and deliver AI business outcomes. Here’s how it works:

• Over the course of the call, Verint Real-Time Transcription listens to every word and creates an accurate transcription. It doesn’t matter what ACD you have, or whether it’s on-prem, hybrid, or in the cloud — it’s completely up to you.
• As soon as the call is complete, the automated wrap up process begins. The transcription is fed into the Interaction Wrap Up Bot, which uses generative AI to produce an accurate, consistent, and unbiased summary of all the activities on the call. This can be done using your Large Language Models (LLMs) or ours, thanks to our Open approach.
• The summary of the call data is delivered to your system of record in a matter of seconds, significantly speeding up the wrap-up process so the agent can quickly move on to the next call.
• The bot trains on your fresh data to further improve the summary quality over time. Don’t worry — the data is secured and not shared with anyone.

The Interaction Wrap Up Bot makes a long story short—reducing wrap-up time while also improving summary quality, and customer satisfaction.

The Interaction Wrap Up Bot’s automatically generated call summaries deliver immediate and massive AI business outcomes. The bot not only provides the next agent with proper context, but helps reduce handle time, increase agent capacity, and improve customer experience as well. These outcomes can enable organizations to save millions every year.

For example, A 1000-agent contact center was looking to reduce its after-call work costs. By deploying the Wrap Up Bot, the company could witness a 60-second decrease in call duration on average. This results in annual savings of $7.2 million, amounting to 14x ROI in just one year.

And that’s only the short-term benefit. In the long run, the bot will leverage machine learning to further improve its summaries, delivering even better customer experience and AI business outcomes.

And what’s more, the Interaction Wrap Up Bot is just one of many in Verint’s team of specialized AI-powered bots. Each bot performs a specific task and helps your organization embrace automation to drive productivity, boost CX, customer engagement, improve service quality, and compliance of your customer interactions.

To learn more about the Interaction Wrap Up Bot and discover how it can help improve your overall customer experience, visit this webpage or download the executive perspective.