Channel Automation

AI-Powered Routing

Verint’s Open Platform includes powerful AI capabilities that harness back-end data to gain full contextual understanding of customer intents. This information feeds into routing decisions to ensure the right agent at the right time, regardless of channel, is engaged.

Routing decisions can be made based on multiple factors such as channel, interaction type, intent and customer status. AI-Powered Routing takes numerous factors into consideration for routing, prioritization, and queuing, such as:

• Natural language understanding (NLU) intent detection
• Intelligent Virtual Assistant interactions
• Voice CTI data
• Forecasted agent workload
• Agent schedule and availability

Telephony & Digital Channels

Customers are reaching out on a wider range of channels than ever before. Verint Channel Automation powers customer conversations across telephony and digital channels via a single agent workspace that allows users to work seamlessly across channels.

Your organization can choose which combination of channels are most appropriate for your customer engagement strategy and add additional channels as necessary.

• Engage your customers on all channels – digital and voice – whilst also integrating your existing channels seamlessly.
• Adopt a customer-centric channel engagement strategy.
• Empower consumers with asynchronous communication options.

Verint IVA

To scale customer interactions, automation needs to be part of the workforce. Verint Intelligent Virtual Assistant (IVA) can handle common customer inquiries and handoff to a human agent when needed.

• Combine adaptive automation and agent-assisted service so fewer inquiries need a human response.
• Improve response and resolution times for customers, decreasing service effort and increasing customer loyalty.
• Manage high-volume low-effort queries creating big savings in customer service costs.

Workforce Orchestration

Adding more engagement channels – which brands need to keep apace with customers’ growing digital preferences – can create silos. What’s more, these silos lead to a disjointed support offering as agents can’t work across channels or see the full engagement history.

Verint Channel Automation empowers brands to orchestrate the workforce across all engagement channels, dismantling both organizational and channel silos through connected customer engagements and workforce agility.

• Connect and display related customer interactions in a single pane.
• Provide full interaction history across proactive, self-service, and assisted journey.
• Deploy flexible workforce scheduling to break down workforce silos.

Contain Inbound Volume and Improve CSAT with Verint IVA

Verint Intelligent Virtual Assistant uses NLU-based AI to efficiently automate conversations with customers across digital and voice channels. With this bot, brands can provide personalized self-service experiences so they can resolve customer queries, and identify which interactions should be escalated to assisted service. 

Reduce Average Handle Time with the Transfer Summary Bot

Whether transitioning from an Intelligent Virtual Assistant to a human agent or between different agents, the Transfer Summary Bot provides automated summaries of previous interactions. This accelerates response times, reduces average handle time, and ensures customers do not need to repeat themselves. By streamlining these transitions, the Transfer Summary Bot aims to significantly boost customer satisfaction and operational efficiency in customer support workflows.