Drive AI Outcomes With CX Automation

Do more with less by deploying AI across the enterprise. Verint AI-powered bots augment human agents and workflows to increase agent capacity, elevate CX, and generate insights through data.

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AI Business Outcomes from Verint Customers

  • $10M Saved

    A bank contained ​10M interactions over digital channels, with an 80% containment rate.

  • $4.5M Saved

    An insurer reduced attrition ​by 30% by providing agents unlimited scheduling flexibility.

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What is CX Automation? 

CX automation is the result of bots working alongside humans to increase agent capacity and elevate customer experience (CX). 

It helps contact centers achieve the elusive balance between meeting customer expectations and the need to control costs. 

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Read the Ventana Research Report on CX Automation

Contact centers typically operate at the extreme edge of capacity, balancing customer expectations against the imperative to control costs. Bridging this capacity gap has historically proven elusive for operations teams. The solution: CX automation.

To efficiently enhance the customer experience (CX), contact centers need to automate—and quickly. For the first time, extensive automation is achievable without wholesale disruption. AI makes it possible to create consistent, reliably excellent customer experiences.

Read the latest Ventana Research, now part of ISG, white paper to understand how augmenting human agents and workflows with AI will drive better business outcomes in the contact center and beyond.

Enhance agent workflows

Coaching Bots

You need each of your agents to perform like your very best agents. With Verint Coaching Bots your agents receive in-the-moment non-disruptive guidance when needed — elevating their performance and delivering significant ROI.

Verint Coaching Bots provide the assistance your agents need, in real-time and based on your business priorities, so you can:

  • Reduce call duration
  • Increase sales conversions
  • Increase customer retention
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Interaction Wrap-Up Bot 

Interaction Wrap-Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, reducing agent after-call work by roughly 60 seconds. By removing the time agents spend manually summarizing a call, organizations can save millions on their bottom line. Plus, summaries are more accurate and consistent across your contact center.

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Knowledge Suggestion Bot

The Knowledge Suggestion Bot presents context-specific knowledge to agents in real time during a customer interaction. By delivering relevant knowledge into workflows at every relevant step, agents are able to reduce average handle time by 20 seconds per interaction, increase first call resolutions, and improve CSAT scores.

Verint IVA

Verint Intelligent Virtual Assistant (IVA) provides personalized self-service experiences across your voice and digital channels that increase interaction containment rates and improve agent capacity through smart transfers.

Verint Intelligent Virtual Assistant

TimeFlex Bot

With Verint TimeFlex Bot, AI empowers your agents to make unlimited schedule changes. The bot requires no effort for your planners, and the quality of your contact center schedule is enhanced.

The Verint TimeFlex Bot employs complex algorithms, CX data and an innovative game mechanic to enable permissionless, agent-initiated schedule changes at scale. It helps agents juggle work and life when life happens.

Improving the agent experience: Ways to use AI in your contact center now

Today contact centers are caught in a cycle of high employee attrition and understaffing, leading agents to burnout.

In our latest eBook, we identify the key challenges agents face and present practical, AI-powered solutions that can improve the agent experience and drive immediate business outcomes. 

Download the Ebook
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Deliver AI Outcomes, Now!

  • Leverage the power of AI

    Benefit from the latest proprietary and third-party AI models, trained on decades of customer engagement data, embedded directly in your workflows. 

  • Significant ROI from day one

    Deploy bots in just weeks – and add more as you need them – to automate processes and augment agent workflows, increasing efficiency and reducing support costs.

  • Orchestrate the new workforce

    Unlock complete CX flexibility by seamlessly orchestrating work across human agents and specialized bots. 

Automate across the entire enterprise 

Quality Bot

Verint Quality Bot was designed to automate your quality program to deliver business outcomes quickly. With AI-powered automation, you can go from evaluating a small sample of calls to evaluating 100% of interactions across channels. With the Quality Bot, you can:

  • Reduce supervisor cost related to evaluating interactions
  • Avoid workforce disputes and allow agents to self-coach
  • Achieve complete coverage of compliance evaluations

Exact Transcription Bot

Your contact center agents have thousands of conversations with customers every day. These conversations are a gold mine of information about what your customers need, what frustrates them, and how your agents are trying to help.

The Exact Transcription Bot offers market-leading transcription accuracy at the lowest cost. The bot trains on your specific data and is continuously learning and creating customized models with new terms. These transcripts power applications like Verint Speech Analytics and Verint Automated Quality Management, and can also access the transcripts directly.

Knowledge Creation Bot

Leverage the power of AI to detect opportunities for new knowledge articles and use generative technology to create content with the touch of a button. The AI-Powered Knowledge Creation Bot enables your employees and Intelligent Virtual Assistants to benefit from a more complete, accurate, and useful knowledge base – helping reduce average handle time, increase first contact resolution, and improve CSAT scores. 

Data Insights Bot

The Data Insights Bot can help you translate business intelligence into actionable insights, enabling you to realize a quick return on investment. Beyond just requested reports, the bot proactively offers useful information you should also keep an eye on. This is made possible by best-of-breed AI algorithms surfacing anomalies, trends, and correlations within your multi-source engagement data. Using generative AI, the solution produces easy-to-understand audio-visual explanation of your graphs, charts, and dashboards.

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Supercharge CX Automation with Data

The key to unlocking CX Automation across the enterprise is data. A rich set of interaction, experience, and workforce data is the differentiator that helps to generate a vivid understanding of customer behavior. It’s the driving force behind how bots learn to act in ways that feel natural for human users.

By cleansing and managing this diverse range of data, all within a single, cohesive location, it’s easier than ever to train specialized bots to provide effective service that’s unique to your specific business needs. There’s no more hunting for scraps of information scattered across the organization— executives, business teams, IT professionals, and data analysts can all tap into this invaluable resource.

Learn More About Engagement Data Hub

Unlock the power of Verint Open CCaaS Platform

The Verint Open CCaaS Platform uses an open ecosystem that connects departments, integrates external APIs, future-proofs CX automation delivery, and breaks down data silos even as technology continues to evolve. The platform allows businesses and customers to benefit from a choice of best-of-breed solutions with AI at their core and the ability to add exciting new technology and applications as they emerge. 

Learn More About Verint Open CCaaS

Learn more about the next generation of CCaaS

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