How a Quick and Easy Conversational AI Deployment With IVA Makes for Better Customer Interactions

For some time, organizations were faced with a dilemma when it came to bringing conversational AI into their self-service operations.

They could either roll out a basic chatbot that could be quickly deployed but was limited to frequent question-and-answer functions and wasn’t prepared to grow with the company, or they could dive in headfirst into a lengthy and costly process of standing up a siloed intelligent virtual assistant (IVA) that might require extensive programming, IT engagement, and design work.

Now, organizations can embrace a next-generation intelligent virtual assistant that can be both quickly and efficiently deployed and immediately start delivering ROI through excellent self-service CX experiences and effective contact center operations.

Conversational AI for Better Customer and Live Agent Experiences

The new capabilities recently added to Verint Intelligent Virtual Assistant have made it possible to enjoy the best of both worlds when it comes to conversational AI to improve self-service and the customer experience.

Verint IVA allows an organization to scale the hybrid workforce of humans and bots for their digital or voice channels, enabling rapid deployment to maximize ROI.

Verint IVA includes IVA Studio – a low-code, drag-and-drop collaborative conversational AI design environment featuring a drag-and-drop, intuitive, visualized user interface that enables large enterprises and SMBs to quickly design, launch, and fine-tune their bots in-house—on their own terms while also improving both the customer experience and agent satisfaction.

With IVA Studio, you can:

• Provide enterprise users with consistent, personalized, and conversational AI-powered conversations, through both digital and voice channels, including web chat, and social media.
• Use pre-built, out-of-the-box natural language understanding (NLU) models, natural language processing (NLP), machine learning, and generative AI solutions specific to your industry so you can quickly identify customer intentions and provide the best responses.
• Easily connect to a wide variety of business applications, including data streams, back-end systems, and channels for faster time-to-market.
• Gain insights into customer interactions to proactively identify new, unknown, or unmet customer expectations for a better customer experience.
• Know how to best transfer from virtual agents to live agents (human agents) through exceptional automated assistance

Better Conversational AI Insights With Virtual Agents

As business and consumer needs evolve, new intents and languages can be added and measured in real-time across endpoints to derive insights, so organizations can pivot and improve the customer experience.

This tuning process within the intelligent virtual assistants allows for transparency and control into the creation and improvement of tailored conversational AI language models for an enterprise, its brand, and its customers.

When it comes to delivering real, measurable results, that helps in lowering costs Verint Intelligent Virtual Assistant is a proven and time-tested solution. It uses generative AI solutions built on real customer interactions for better automated assistance in the future. This helps create a better contact experience that uses conversational AI for better customer experiences through a combination of human and virtual agents.

Lowering Costs and Improving Automated Assistance

A conversational AI deployment with IVA yields immediate outcomes. After deploying a virtual agent, here’s what our customers have accomplished:

• An insurance company enrolled more than 750,000 members through self service to improve the customer experience without a live agent
• A hospitality giant doubled its automated reservations in the year after its deployment by automating customer interactions
• A travel provider handled 5 million interactions and increased bookings by 32% in one year.

Have more questions about Verint IVA? Here’s a brochure with everything you need to know.