What Is the Role of AI in Contact Centers?
Success depends on choosing a platform that delivers measurable outcomes, adapts to real-time needs, and integrates seamlessly into existing workflows.
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AI plays a transformative role in contact centers by automating customer experience (CX) workflows, improving agent productivity, and enabling real-time decision-making.
As brands face rising labor costs and increasingly complex customer demands, traditional CX models that rely on manual processes can no longer scale.
Verint’s AI-powered platform addresses these challenges by embedding multiple AI models directly into agent workflows, delivering measurable outcomes that impact the bottom line.
Why 95% of AI initiatives Fail
Not all AI projects are created equal; in fact, despite the hype, most AI initiatives in CX fall short and do not deliver results. According to Jaime Meritt, Verint’s Chief Product Officer, “95% of AI initiatives fail because they lack measurable outcomes that impact the P&L.”
Brands spend trillions annually on CX labor yet struggle to automate workflows due to unstructured data trapped in silos. Verint’s approach is different: it uses AI to make real-time decisions during live customer interactions, ensuring agents receive the right guidance at the right moment.
Blog post: Why 95% of AI initiatives fail
Real-time intelligence, not experimentation
Verint’s platform doesn’t just experiment with AI: it executes. By deploying multiple specialized models across CX workflows, it enables automation that’s both scalable and impactful. This means faster insights, higher agent productivity, and a CX strategy that drives real ROI.
Conclusion
AI in contact centers is no longer optional—it’s essential. But success depends on choosing a platform that delivers measurable outcomes, adapts to real-time needs, and integrates seamlessly into existing workflows. Verint’s AI-powered CX automation is built for this challenge.