Verint Quality Bot
AI-Powered Automated Quality Management
Ensure high-quality and compliant contact center customer service and back-office operations by scoring every customer interaction, across all channels. Verint Quality Bot uses the power of AI to expand supervisor capacity, boost agent performance, improve service quality, and reduce costs.
AI Business Outcomes from Verint Customers
$4M Saved
A telco company increased supervisor capacity by automated scoring of 1.8M interactions.
1,200 FTE Saved
A FinTech brand increased customer service quality and compliance coverage from 1% to 96% without increasing headcount.
Verint Quality Bot: Automated Quality Management Software to Supercharge Your Contact Center Quality
Your Quality and Compliance Program is essential for your success. The right quality management processes can elevate your customer experience (CX) by delivering critical KPIs, driving management workflows, and improving agent performance.
Add automation and AI to your existing processes and make your quality assurance faster, better, and more complete.
See how it worksKey features to drive business outcomes, now
AI-powered form building
Reduce the effort and cost associated with building evaluation forms with the power of genAI and automation.
Multi-channel autoscoring
Reduce supervisor cost related to evaluating voice and digital interactions while increasing scoring coverage.
Granular performance management
Eliminate sampling and get a more complete view of performance and compliance across all interactions.
Create and Refine Evaluation Forms Quickly
Define your standards for providing exceptional customer service and swiftly build scoring models. Simply ask your evaluation questions and let Verint Quality Bot refine your evaluation form. Start gaining actionable insights that shape a superior customer experience and use quality data to refine your scoring criteria.
Autoscore 100% of Your Customer Interactions
Maximize your quality and compliance coverage by autoscoring up to 100% of your voice and digital interactions and gain a detailed view of call center KPIs and agent performance metrics.
With the AI-powered Verint Quality Bot, you can reduce contact center compliance risks, drive better customer and employee experience, improve agent coaching, and make more informed decisions — without increasing your headcount. Supercharge your traditional quality management processes with a smart, automated quality management system, now.
See how FiServ did itImprove agent performance
Make call center agent performance and coaching more efficient and objective. By automating evaluations, you can get a more complete, granular view of agent skills. Objectively assess complex concepts such as agent empathy, script adherence, and compliance during all interactions, and help agents perform better by auto-assigning coaching when needed.
Improving the Agent Experience: Ways to Use AI in Your Contact Center Now
A significant challenge contact center agents face today is having to deal with repetitive tasks and strict compliance processes, which can lead to high attrition rates and burnout.
In our latest eBook, we present practical, AI-powered solutions, including the Quality Bot, that can improve the agent experience, provide better performance feedback for improved quality and compliance management, and drive immediate business outcomes.
Download the EbookReal AI insights at your fingertips
Besides scoring more interactions, understand quality, performance, and compliance at a broader scale.
Instead of deploying genAI to mine your transcription data, get a complete set of agent performance insights and build a comprehensive agent skillset database.
Use this data to:
- Train your AI models for a better automated quality control system.
- Identify gaps in required agent knowledge and behavior.
- Inform automated coaching when needed.
Automate Quality Monitoring with Ease
Whether your quality program is on-premises or in the cloud, you can leverage automated quality analysis and AI without disrupting your contact center quality assurance processes. Augment your manual quality techniques by adding Verint Quality Bot to your selection of workflows and processes. See the outcomes and upscale at your pace.
Automating your manual processes can help you:
- Extend supervisor capacity and reduce costs related to manual scoring.
- Improve agent coaching and enhance employee experience (EX).
- Minimize compliance risks resulting from random call sampling.
- Better meet customer expectations and drive exceptional customer service.
Beyond the Quality Bot
Our Quality Bot works seamlessly with other Verint AI and CX automation solutions. Whether you’d like further improve the efficiency of employee coaching, add customer feedback to your quality scorecards, or speed up data analysis, we have a bot for you. Discover related products here.
Featured resources
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Frequently Asked Questions (FAQ)
AI-powered automated quality management enhances contact center performance by auto-scoring 100% of interactions, providing real-time insights, and reducing supervisor workload. By leveraging AI, businesses can improve agent coaching, boost compliance, and drive better customer experiences without increasing headcount.
Automating quality management with AI eliminates the scoring inefficiencies of traditional, more manual quality monitoring techniques, increases compliance coverage, and provides deeper insights into agent performance. Automation also helps businesses reduce costs, improve employee experience (EX), and make data-driven decisions to optimize operations.
AI autoscoring evaluates both voice and digital interactions, analyzing key performance indicators (KPIs) like script adherence, empathy, and compliance. By using artificial intelligence and automating evaluations, contact centers can achieve a more complete and objective view of agent performance without relying on manual sampling or extending supervisor headcount.
Yes, AI-powered quality management reduces compliance risks by autoscoring evaluations and ensuring 100% interaction coverage. Instead of relying on random sampling, AI-driven insights help businesses proactively identify and mitigate compliance issues before they escalate.
AI-powered automated quality management helps solve common contact center challenges such as limited supervisor capacity, manual scoring inefficiencies, inconsistent coaching, and compliance risks. By automating workflows, businesses can improve quality assurance and drive operational efficiency.
AI enhances agent coaching by providing real-time, data-driven insights into agent strengths and weaknesses. Automated evaluations help supervisors assign personalized coaching plans, ensuring agents receive targeted feedback to improve customer interactions and overall performance.
By automating evaluation processes, AI-powered quality management software reduces the need for manual scoring, decreases compliance penalties, and optimizes supervisor resources. Businesses can lower operational costs while maintaining high-quality customer service standards.
Yes, AI-powered automated quality management solutions like Verint Quality Bot seamlessly integrate with existing contact center workflows. Whether on-premises or cloud-based, AI automation enhances quality assurance without disrupting current processes.
Key features of an AI-powered quality management solution include multi-channel autoscoring, AI-driven evaluation form building, automated coaching insights, and compliance risk monitoring. These features ensure a scalable and effective quality monitoring and assurance program.
AI improves customer experience (CX) by ensuring consistent service quality, reducing errors, and enabling real-time performance monitoring. With AI-powered insights, businesses can enhance agent training, improve response times, and deliver superior customer interactions.
Reach out to learn more about how to automate your call center's quality management program
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