Seconds Count: How Small Changes Drive Big Outcomes

We all know the old saying, “time is money.” In the world of customer experience, every second matters and can make a huge impact on the outcome of an interaction.

Sure, it can be easy to overlook the tiny inefficiencies that can add up over time—but when you zoom out, those seconds wasted can add up fast. Now, translate that into millions in unnecessary costs and, by extension, the opportunity for millions of dollars saved.

Start Small, Scale Smart

Verint bots are designed to automate a single, specific step in a workflow. This is one of the unique features that allows you to start small—with a single bot, if desired—and then add bots to address other specific needs when you’re ready.

And, because these bots can be deployed quickly, without disrupting the rest of your ecosystem, you can address your most pressing business priorities quickly—in weeks, not months or even years.

The numbers don’t lie

Is this beginning to seem a little bit too good to be true?

Well, don’t take my word for it. Let’s look at real-life outcomes from companies that started small and went on to achieve truly dramatic results. As anyone who knows me knows, math is really the bane of my existence. But, you’re in luck—this math is so easy even I can do it. And even better, I’m showing my work!

Success stories

A major bank reduced average call duration by 20 seconds with Verint Knowledge Automation Bot (one of the Verint Copilot Bots). Agents are provided with the in-the-moment knowledge they need to address customer questions/concerns.

Now at first blush, you might think . . . how much could a 20 second reduction in call duration save in dollars? Glad you asked!

We did the math

Calculations: The bank’s 4,500 agents handle 27M calls/year. If we use an industry average that a typical call costs an organization $1/minute, then 20 seconds (1/3 of a minute) is equal to $0.33.

So, when we multiply the 27M calls/year x $0.33 (monetary equivalent of 20 seconds saved), it equals almost $9M in savings.

Let’s do another one.

With Verint AI-powered Wrap Up Bot, a healthcare insurance company was able to reduce time spent by agents on after-call work by 30 seconds while also seeing improved quality.

Again, you might assume 30 seconds saved couldn’t lead to significant savings. Well, think again! In this case, the result was a savings of $70M in agent capacity.

We did some more math

Calculations: Once again, if we assume that each minute of agent work is worth $1, then 30 seconds of after-call work costs $0.50. This company reports that their 30,000 agents handle 140M interactions/year.

So, when we multiply 140M interactions/yr x $0.50 (result of 30 seconds saved per interaction), we get $70M savings.

What outcomes could small changes deliver to your organization?

So, the next time you hear someone say, “it’s just a few seconds”—just remember, seconds count! And when you multiply those seconds across your entire operation, the outcomes can be massive.

Maybe you should try a little math for yourself!

For more information, check out https://www.verint.com/