Channel Automation
An omnichannel desktop where the hybrid workforce works as one, and where the intelligent handoff lands with full context intact.
Conversational AI Agents
AI agents that listen, understand, and act – on every channel
Verint Conversational AI Agents automate customer interactions end-to-end across all of your voice and digital channels.
They don’t just respond; they listen, understand, and act, completing transactional tasks and fully resolving issues.
Value
$25M
A hotel chain increased containment by 60% across 14 million voice and digital interactions with Verint Conversational AI Agents.
Automate more customer conversations, without compromising CX
Verint Conversational AI Agents automate customer service conversations across channels, adapting to each customer’s needs while helping contact centers scale efficiently.
They go beyond simple FAQs to resolve complex issus – delivering end-to-end resolution within channel and understanding when to transfer conversations to human agents.
- Support customers anytime, on their channels of choice, with instant 24/7 engagement
- Resolve customer issues from start to finish while maintaining context during agent handoffs
- Deploy automation safely with enterprise-grade governance, guardrails, and oversight controls
- Augment the IVR you already have – with no rip and replace – with Voice AI Agents
Build high-performing conversational AI agents
Traditional virtual agents answer questions. Verint’s AI agents complete the task: authenticating a customer, processing a payment, updating an account, or completing a multi-step request end to end. When a human is genuinely needed, the agent escalates intelligently – with full context – so nothing is lost in the handoff.
Listens
Understands natural language, voice and digital, across every channel, intent, and context.
Understands
Interprets meaning, determines intent, and selects the optimal resolution path.
Acts
Executes transactions, completes workflows, and resolves interactions – without waiting on a human.
Turn conversations into customer resolutions
Quickly and easily deploy AI agents
Design, build, configure, and manage Verint Conversational AI Agents in Agent Factory, a low-code, drag-and-drop environment, using prebuilt Verint agents or agents you create yourself.
- Connect AI agents to your CRM, payment, billing and other systems of record to take action, not just talk
- Evaluate historical conversations to identify higher-impact opportunities for your AI agents
- Create, deploy and refine your AI agents all in one place that represent your brand
Turn conversations into connected journeys
AI agents decide when an interaction should move to a human – by complexity, sentiment, risk, or confidence – with the full interaction context traveling with the customer so they never have to repeat themselves.
- Use customer history and preference to personalize every conversation into one continuous journey
- Keep customer context intact across channels, handoffs, and AI-powered journeys
- Prevent customer frustration and lower call times by providing a frictionless and seamless journey
Start with one flow, scale to millions
Automate up to 100% of customer interactions across any channel – and decide for yourself how much you automate, and when.
- Grow from a single conversational flow to multi-channel AI agents handling millions of customer interactions
- Identify high-value intents and train AI models on your own engagement data
- Customers can move between voice, digital, and a live agent inside a single interaction
AI agents across channels
Automate customer interactions across voice and digital channels with AI Agents that resolve issues, complete tasks, and deliver seamless customer experiences. Verint Voice AI Agents augment your existing IVR and telephony environment, while Verint Digital AI Agents extend the same capabilities across chat, messaging, and web channels.
- Augment your existing CX ecosystem, IVR flows, CCaaS, or digital channels with no rip and replace
- Resolve more customer requests end to end across voice, chat, messaging, and web
- Deliver connected experiences with customer context that follows every conversation across channels
AI agents that finish the job
Resolve end to end, without a human in the loop.
Card payments
Verify identity, process the transaction, and confirm – no agent required.
Fraud prevention
Detect risk signals mid-conversation and take the appropriate action in real time.
Booking flows
Complete multi-step reservations and changes across voice and digital in a single interaction.
Modernize your legacy IVR with Verint Voice AI Agents
Augment your existing IVR flows with conversational AI, with no disruption to your ACD and no long, expensive infrastructure changes. Verint Voice AI Agents deliver human-like service, resolving customer issues end-to-end and intelligently routing callers to the right agent when needed. Customers don’t waste their time, and your agents stay free for the conversations that need them. Start small, validate the outcomes, and scale at your own pace.
The right agent for the right industry
Verint Conversational AI Agents includes pre-built AI agents that come already trained on hundreds of specific industry use cases.
These specialty AI agents can handle tasks from end-to-end, so customers get quick resolutions rather than tying up your contact center employees. The result? You can immediately save millions in your contact center by boosting containment.
Verint recognized as an exemplary provider in four 2026 ISG Buyers Guides™ for Contact Centers
Get an independent read on the solutions you are shortlisting and see how Verint helps brands increase CX automation and deliver AI business outcomes, now.
Automate, assist, resolve: the whole interaction, end to end
Most contact centers automate in pieces: a bot on the website, an assist tool on the desktop, a handoff that drops everything in between.
Workforce Automation treats the interaction as one continuous flow instead. AI agents resolve requests end-to-end across voice and digital channels, and when complexity, sentiment, or risk means a person should step in, the full conversation goes with them. The customer never has to start over.
Related products
Copilots
Give your customer service agents AI copilots to handle repetitive work – so they can focus on customer conversations.
Agent Factory
Move from isolated AI experiments to coordinated, production-ready AI workflows.
Agentic Coaching
AI-powered guidance that not only identifies opportunities to assist agents, but also delivers knowledge and initiates actions directly within the workflow.
Related resources
See Verint Conversational AI Agents in action!
Verint’s AI agents drive real business outcomes and deliver better customer experiences for enterprises across industries.
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Frequently asked questions
A conversational AI agent is software that understands natural language, reasons about what a customer is trying to accomplish, and completes tasks across voice and digital channels without human involvement. Unlike virtual agents that only answer questions, conversational AI agents and intelligent virtual assistants (IVAs) are built to take action — delivering not just containment but complete, end-to-end customer resolution.
A chatbot typically responds to prompts using scripted logic and predefined flows. Meanwhile, a conversational AI agent interprets intent, holds context across a conversation, and acts autonomously to resolve the request. In short: chatbots answer, agents resolve.
Conversational AI agents capture input via speech or text recognition, detect customer intent using natural language understanding, retrieve context from connected systems, generate a response grounded in approved knowledge, execute any required actions, then resolve or escalate with full context intact.
Leading customer service operations deploy Verint Conversational AI Agents to resolve myriad requests across voice and digital channels — authenticating customers, processing payments, updating accounts, and managing multi-step requests, all without waiting on a human. Pre-built, specially trained conversational AI agents come trained on hundreds of industry use cases, spanning healthcare, travel, financial services, retail, and public sector, so deployment starts from proven workflows rather than scratch. Customers get immediate resolution in their own language, and when a person is genuinely needed, the agent escalates with full context.
Yes. Verint Conversational AI Agents can operate across IVR, telephony, web chat, mobile app, and messaging channels, resolving issues within channel, maintaining context as customers move between them, and transferring to human agents when required.
Conversational AI agents seamlessly deploy alongside existing CX ecosystems, augmenting your chosen CCaaS, telephony, CRM, and knowledge solutions with no need to replace them.
Deployment timelines vary depending on the complexity of your use case, channels, and integrations. However, many organizations start with a focused use case and launch their first conversational AI experience in as little as 30 days. To accelerate time to value, conversational AI can be deployed alongside existing systems, allowing you to start small, prove outcomes, and expand over time without disrupting current operations.
By integrating with your CX ecosystems and retrieving rich customer context — history, account status, prior interactions — at the start of the conversation and adapting responses to it, conversational AI agents deliver the efficient, personalized experiences today’s customers expect.
Every automated interaction generates valuable CX data. Analyzing intents, failed containments, and repeat contacts surfaces friction points across the journey — potential product confusion, unclear policies, broken processes, and inefficiencies— that would otherwise stay invisible.
Verint Conversational AI Agents include Value Dashboards, which track ROI against the metrics each automation targets, from containment and cost per resolution to agent capacity freed. With built-in monitoring tailored to your critical CX KPIs, you can understand where agent interactions are driving the most value and maximize the impact of your AI investment.