Interaction Wrap Up Bot
The Interaction Wrap Up Bot uses generative AI to summarize interactions between customers and agents, dramatically reducing after-call work.
Coaching Bot
Real-Time Agent Coaching Software for Contact Centers
Provide in-the-moment guidance when agents need it most – elevating performance by offering next best action suggestions.
AI Business Outcomes from Verint Customers
$79M in Benefits
A telco reduced call duration by 30s while boosting sales with Coaching Bot.+39 NPS
A mortgage lender increased NPS from +3 to +39 through real-time agent coaching.
Improve agent performance with AI-powered coaching
As organizations seek to do more with less, real-time guidance for agents is more critical now than ever before.
Verint Coaching Bot provides the non-disruptive coaching your agents need – in real time and based on your business priorities – so you can:
- Reduce call duration
- Increase sales conversions
- Increase customer retention
- Improve compliance adherence
Generate AI Business Outcomes, Now
By delivering focused guidance to an agent who may be struggling, organizations like yours have seen significant results including:
- 20 second reduction in call duration per transaction
- 10% improvement in sales conversion
- 10% improvement in retaining at-risk customers
- 100% adherence with compliance standards
- 20% improvement in CSAT/NPS
Brands like yours can get started with the Coaching Bot in just 30 days and start seeing results right away. So why wait?
How Verint Coaching Bot works
The Verint Coaching Bot analyzes conversations in real-time and use AI to notify and assist employees and supervisors about ways to handle a call more effectively. The Coaching Bot is trained on your specific interaction and agent data in the Verint Data Hub, so it gets smarter and more effective over time.
Assistance is only provided to the agents that need it, and guidance is not disruptive to the agents’ work.
Real-time agent coaching, real results
Let’s take a look at the ROI of a 1,000 agent contact center using the Coaching Bot. This company chose 500 agents to receive assistance from the bot and realized the following benefits:
- $1.2 M in savings by reducing AHT by 20 seconds
- $2.5 M in increased revenue from 100 additional sales conversions per agent
- $3.7 M in total annual savings — 15x ROI
What would results like these mean for your organization?
Easy to deploy. Easy to get started.
Why not try it for yourself? Here’s how easy it is to get started and be up and running in 30 days with no operational disruption:
- Start with one coaching area – easy to add more over time
- Identify agents who need assistance for each coaching area
- Embed a coaching side-bar to your existing agent desktop
- Flexible per agent or usage-based pricing
Discover how our Bots deliver AI Business Outcomes, so every agent performs like your best agents.
Meet the other Copilot Bots
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Smart Transfer Bot
The Smart Transfer Bot uses AI to choose the next best action and provides agents with the context they need to help reduce call duration by 30 seconds.
Related case studies
Contact us about the Verint Coaching Bot today!
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Frequently asked questions
Real-time agent coaching solutions like Verint Coaching Bot are software tools that analyze a live customer conversation as it happens and delivers guidance to the agent mid-interaction — a suggested next best action, an objection-handling prompt, or a compliance reminder. Unlike post-call quality review, which evaluates what already happened, real-time coaching intervenes while the outcome of the call can still change.
Post-call QA scores completed interactions and feeds insights into scheduled coaching sessions, so the feedback loop runs days or weeks long. Real-time coaching operates inside the call itself, on every eligible interaction. The two are complementary: contact center quality management software identifies which behaviors need reinforcing, and real-time coaching solutions reinforce them at the moment they matter.
It shouldn’t, and the design goal is that it doesn’t. Verint Coaching Bot delivers guidance only to the agents who need it, in the coaching areas configured by the business, through a non-disruptive side-bar in the existing agent desktop rather than interrupting the call flow. Targeting matters — guidance delivered to every agent on every call is what creates alert fatigue.
Verint customers’ reported outcomes include a 20-second reduction in call duration per transaction, 10% improvement in sales conversion, 10% improvement in retaining at-risk customers, and 20% improvement in CSAT and NPS.
Deployment involves choosing a single coaching area to start with, identifying the agents who need assistance in that area, and embedding a coaching side-bar into the existing agent desktop. Additional coaching areas are added over time.
Accurate real-time transcription software and business-specific training data. Guidance is only as good as the system’s understanding of what was just said, which is why Verint Coaching Bot runs on Exact Transcription Bot output and trains on your own interaction and agent data in the Verint CX Data Hub, improving as it accumulates more of your conversations.