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 elevate CX and lower costs.

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  • 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. 

What is CX Automation? 

CX automation is the result of bots working alongside humans across every engagement channel to increase productivity 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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Enhance CX and Agent Workflows

Voice and Digital Containment Bots

The Verint Voice and Digital Containment Bot efficiently automates conversations with customers across digital and voice channels, providing personalized self-service experiences that improve CSAT scores while reducing agent workload. 

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Interaction Transfer Bot 

Intelligent Virtual Assistants can handle a wide variety of customer queries but there are still times when they need to hand the conversation over to a human agent. When that happens, the Interaction Transfer Bot helps the agent get up to speed with an automated summary of the self-service interaction. This helps to dramatically reduce average handle time and improve CSAT scores.

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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. 

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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.

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

Automate Across the Entire Enterprise 

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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Scoring Bot

Verint Automated Quality Management is enhanced with the AI-powered Scoring Bot that automatically and continuously evaluates all interactions against your scoring rules. Gain performance insights without manual effort, allow more effective performance management and coaching, and achieve better compliance. Increase first call resolution (FCR) and customer satisfaction (CSAT) with a lower average handle time (AHT). 

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Workload Forecasting Bot 

The Workload Forecasting Bot and Extended Workload Forecasting Bot deliver the most accurate forecasts for projected interaction volumes across channels. By leveraging these bots, organizations see higher CSAT, lower staffing costs, and increased employee retention without requiring WFM teams to be AI experts.

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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. 

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Unlock the power of Verint Open CCaaS Platform

Verint Open CCaaS is an open customer experience platform that allows organizations to implement solutions at their own pace while providing them with the freedom to find the right mix of applications to fit their needs. 

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
  • 99%

    of contact center leaders are focusing on CX automation in the next 12 months.

  • 53%

    more than half say that AI will have the biggest impact on those efforts.

  • 10%

    only 1 in 10 that think telephony is likely to have the biggest impact.

*Findings from The Open CCaaS Advantage: Future Proofing the Contact Center With CX Automation

Learn more about the next generation of CCaaS

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