Breaking down silos in the contact center

Huge strides have been made in AI-powered self-service, allowing for AI agents to resolve customer issues from end-to-end. There remain, however, complex customer needs that should be handled by a human agent. And these agents need the right assistance at their fingertips to keep up with customer expectations.

In Verint’s research into contact center efficiency, we found that 45% of calls require the agent to search for information mid-call, and 54% require manual after-call work (Verint: The State of Contact Center AI 2026).

These findings illustrate a common struggle in today’s contact center, as organizations have their AI agents, coaching tools, and knowledge automation solution operating in silos. These solutions work independently of each other, leaving the contact center agent to have the customer waiting as they gather the information needed.

For example, if a caller wants to cancel their service, the information the agent needs to help them is spread across three places: a policy article for the early termination fee, the customer’s account record, and a guide to a retention system instructing the agent what to offer the customer to keep their business. Oftentimes, none of these sources are in the panel the agent is looking at on their screen.

This leads to longer handle time, more agent workload, customer frustration, and lower CSAT scores.

The right agent assistance for better CX

Verint Agentic Coaching breaks down these silos by connecting real-time coaching cues, knowledge automation, and agentic AI agents. The result is a seamless experience for both the customer and the agent.

Agentic Coaching combines the power of three Verint solutions, all in one place for the agent:

• Coaching Bot: Delivers the right prompts and guidance to the agent in real time
• Knowledge Automation Bot: Surfaces the right answers from across approved knowledge sources
• AI Agents for Copilot: Provides the agent with automated assistance, including context from prior customer interactions

When Verint Agentic Coaching detects a relevant topic during a live call, it can either show an interactive cue card that allows the agent access relevant knowledge, or trigger an agentic follow-up action automatically.

Agentic Coaching’s assist and coaching agents are created and orchestrated in Verint Agent Factory, our low-code bot building environment that allows for quick and safe deployment. Agentic Coaching also easily integrates on other workspaces, with no rip and replace required.

This all happens in a single pane on the agent’s screen in real time. This makes life easier on the agent and speeds up the interaction for the customer. It’s a win-win on both ends of the phone.

How real-time agent assist works

Agentic Coaching can pick up during a call into the contact center, or when a Verint Conversational AI agent on digital or voice channels detects that the customer needs – or deserves – a real human touch.

From there:

• Setting the Context: Agentic Coaching provides context to the live agent with a summary of prior customer interaction.​
• Detecting the topic: Analyzes live interaction with the agent to identify moments where guidance can improve compliance, accuracy, and CX.​
• The Right Knowledge: Presents an interactive cue card with access to relevant knowledge without interrupting the conversation.​
• Automated Access: Can trigger automatic workflows to automate actions for the agent, giving them accurate and timely guidance.​

Make every agent your best agent

As customer service has evolved, and more simple interactions are handled through self-service, the most complex and sensitive customer interactions arrive at a live agent. And that agent needs to have the right tools at their disposal to provide better information and better customer outcomes.

Here’s how Agentic Coaching helps improve agent performance:

• Accelerates agent onboarding: Help new agents gain confidence faster with real-time guidance, recommended actions, and contextual support during live interactions.
• Scales institutional knowledge: Deliver the expertise of your most experienced agents in real time, reducing knowledge gaps and helping every agent perform at a higher level.
• Improves consistency and outcomes: Surface the right guidance, knowledge, and next steps at the right moment to help agents deliver faster, more accurate customer experiences.

Getting started

Verint Agentic Coaching is easily deployed within your existing systems or within the Verint Platform and can be deployed in a matter of weeks, not months. There’s no need to rip and replace your entire CX or contact center ecosystem.