Agent Factory: AI Agent Orchestration for CX

Verint Agent Factory is an AI orchestration environment for CX. It lets enterprises build, configure, and govern workflows that combine AI agents, human agents, Verint applications, Da Vinci services, and interaction data. Teams use it to move from isolated AI experiments to coordinated, production-ready workflows.

You can build workflows that combine prebuilt and custom AI agents with human handoffs, Verint applications, and Da Vinci services. Self-service and agent assist are common starting points, but Agent Factory isn’t limited to them. Workflows can draw on interaction data from the CX Data Hub and connect to third-party tools and agents through MCP, A2A, and ACP.

Agent Factory gives access to leading AI models from providers such as OpenAI, Google Gemini, Anthropic, and Meta Llama, and you can bring your own. All models are configured and managed in a single environment.

No. Agent Factory is integrated across the Verint Open Platform and connects to third-party data sources, so you can start with a focused use case and expand over time without a rip-and-replace project.

Agent Factory centralizes governance of prompts, models, and data, with controls and guardrails designed to enable safe adoption of agentic AI at enterprise scale, plus human handoff when oversight is required.

AI agent orchestration is the coordination of multiple AI agents – and the human agents who work alongside them – so they can share context, hand off tasks, and complete end-to-end workflows under one set of rules. In the contact center, an orchestration platform like Verint Agent Factory governs how AI agents operate, controlling which data each agent can access and using the Model Context Protocol (MCP) to connect agents to enterprise systems in a standardized, secure way.

Multi-agent orchestration is an approach in which several specialized AI agents work together on one task, each handling the part it does best (authentication, account lookup, or resolution, for example), coordinated by an orchestration layer that manages routing, shared context, and escalation. Agent Factory, in effect, serves as multi-agent orchestration software, orchestrating Verint Conversational AI Agents, custom AI agents, and human agents within the same workflow.

An agent orchestration layer sits between your AI models and data and the agents and channels customers interact with. It governs how agents collaborate, what data they can access, which prompts and models they use, and when to involve a human. Without one, AI agents operate in silos, which limits scale and makes ROI hard to measure.

Improving customer experience with AI orchestration solutions comes down to making every AI agent and human agent work as one team. Instead of separate bots that lose context at each handoff, an orchestration platform like Verint Agent Factory routes each step of an interaction to the right agent and passes the full conversation history along the way. When judgment is needed, it brings in a human agent who already has that context. Customers don’t repeat themselves, more issues are resolved on the first contact, and the same guardrails apply across every interaction. Because Agent Factory works on top of the systems you already run, you can start with one workflow and expand once results are proven.

No. Virtual agents and agent assist are common starting points, but Agent Factory is an orchestration environment for broader CX workflows. It can coordinate multiple Verint applications, Da Vinci services, interaction data, and external tools alongside AI and human agents.