Verint Agent Virtual Assistant
Give Your Agents Their Own Virtual Assistants
Automate agents’ transactional tasks or replace them entirely with self-service flows to increase capacity and deliver better customer outcomes.
AI Business Outcomes from Verint Customers
70% savings
An airline reduced cost per interaction by 70% using Verint IVA
20 second reduction in call time
A healthcare IT company reduced call times, saved on staffing, and boosted agent efficiency
Give your agents the real-time AI assistance they need
Improve agent capacity
Verint Agent Virtual Assistant uses contextual data to intelligently direct customer interactions to the right resource, delivering the right outcome regardless of channel while improving agent capacity.
Real-time assistance, real customer resolutions
By using only approved knowledge sources and generative AI, Verint Agent Virtual Assistant allows agents to provide immediate resolutions and transactions for customers.
Unify AI-powered agent workflows
Smart Transfer Bot
Agent Virtual Assistant increases contact center capacity by equipping agents with rich conversational context from your digital or voice virtual assistants.
- Escalates calls as needed to an agent along with a log of the customer’s prior journey, account information, and summary of prior interactions so customers don’t have to repeat themselves
- Routes to the correct agent when a specialist is needed
- Works seamlessly with your existing ACD systems and contact center applications
- Lowers call center handle time, increases sales & retention and improves CX scores
Knowledge Automation Bot
Agent Virtual Assistant uses Knowledge Automation Bot to leverage knowledge sources and GenAI for fast deployments and more accurate answers.
- Provides real-time agent assistance by summarizing information from approved knowledge sources for the agent to use during an interaction
- Can be used to supplement traditional IVA flows, or replace them altogether
- Answers customer questions and delivers the right answerless effort, for faster, stronger outcomes
Transactional Interactions
Verint Agent IVA saves time by automating transactional tasks on behalf of the agent within the current interaction.
- For example: the agent can use the IVA to check an account balance, reset a password, request a refund, or complete an enrollment
- These functions can be built with Agentic AI, through more traditional fixed flows – or through both
- Allows transactions with third-party solutions and systems through Verint integration capabilities
Boost contact center efficiency with Verint Copilot Bots
Verint Agent Virtual Assistant is just one of the Verint Copilot bots that can supercharge your agent workflows and provide a better customer experience. Each bot performs a specific task so you can boost both sales and CSAT scores. When combined, these bots can shave minutes off your average call times and save millions immediately upon deployment.
Verint IVA for Self-Service
Verint uses the same conversational AI technology that powers Agent Virtual Assistant for the industry-leading Verint Intelligent Virtual Assistant (IVA). Using generative and agentic AI, Verint IVA allows customer to achieve their desired outcomes and transactions by integrating with your CX systems.
Contact us about Verint Agent Virtual Assistant today!
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