CX/EX Scoring Bot

Elevate Customer and Employee Experience in Real-Time

Leverage unique AI models to measure conversation dynamics and provide the data needed to improve the customer and employee experience.

AI Business Outcomes from Verint Customers

  • 16% NPS increase

    A leading healthcare plan provider saw a 16% increase in NPS from interventions based on real-time CX measurement.

  • $4M saved

    A leading telco saved $4M by enabling new hires to reach business targets 10 weeks faster with interventions based on real-time CX and EX measurement.

Our Unique Approach to Measuring Human Experience

The CX/EX Scoring Bot uses unique AI models to measure conversation dynamics in every phone call. It generates score that provide unparalleled insight into the drivers of customer experience – including customer effort, agent effectiveness, and the emotional connection between customers and their agent.

With a CX and EX score for every call, your customer experience teams can more accurately and more reliably predict customer retention and drive loyalty.

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CX EX Bot emotion AI graphic

The CX Score delivers a real-time objective measure of customer experience for every phone conversation in your contact center, providing a much richer, real-time, source of CX data than can be found in surveys alone. With this comprehensive CX data, you can:

  • Predict future customer behavior for loyalty, churn, propensity to buy, etc.
  • Discover trends in calls with low or high CX tied to agents, topics, time of day, location, and more.
  • Identify calls for immediate in-call or post-call actions such as transfer or proactive callbacks.

Increasing your CX insights gives you the data you need to boost customer satisfaction, reduce customer churn, and drive efficiency in your contact center.

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CX EX Bot customer experience dashboard

The Verint CX/EX Scoring Bot enables contact center leaders to more readily support their workforce with the right resources at the right time. With real-time EX insights, you can:

  • Identify trends that negatively or positively impact the employee experience.
  • Monitor the experience of high-risk groups such as low tenure, prior performance issues, or particular locations.
  • Assess which call profiles are most challenging to provide better, proactive support and targeted coaching to agents.
  • Identify moments of friction when lower CX and EX converge.

Empower your supervisors to virtually walk the floor and instantly see when agents are navigating challenging customer interactions.

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CX EX Bot employee experience UI

With a live data feed of the current customer and agent experience of all active calls, supervisors can see at-a-glance how all customer interactions are going. Real-time supervisor dashboards include:

  • CX/EX summary and trends by agent and by team
  • Configurable real-time alerts
  • Ability to listen to live or recorded calls
  • Ability to search for calls

With this visibility across the contact center, your supervisors can address CX and EX issues in the moment to drive calls to positive outcomes.

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CX EX bot supervisor dashboard

See How a Fortune 100 FinTech Reduced AHT by 8%

A leading FinTech leveraged the CX/EX Scoring Bot to provide agents with real-time feedback and data insights, helping to improve NPS by 10 points.

Read the Case Study

Get Started and See AI Business Outcomes, Now

Verint CX/EX Scoring Bot is quick and easy to deploy. Easily connect to your existing recorders and start delivering real-time insights to your supervisors and analysts in a simple experience that works with any desktop.

You can start small and grow as you see results. It only takes about 30 days to get up and running, and there’s no disruption to your existing ecosystem. Get started today to make a major impact on your customer and employee experience.

improve cx with transcription bot and call center agents

Meet Other Verint Bots

  • 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

    With Verint Coaching Bot your agents receive in-the-moment real-time guidance when they need it — elevating their performance by offering next best action suggestions and delivering significant ROI.

  • 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.

Featured Resources

  • 5 minutes with Donna Fluss thumbnail

    What Are Verint Agent Copilot Bots?

    Donna Fluss, Founder and President, DMG Consulting explains how organizations can use Agent Copilot Bots to increase agent capacity and elevate customer experience.
    Product Video

  • Doubling Agent Capacity with Verint Agent Copilot Bots

    Need to shave 50% off your call handle time? The Verint Agent Copilot bots do exactly this by automating...
    Blog
  • Path to Doubling Agent Capacity

    The Path to Doubling Agent Capacity

    Tune in to discover how AI-powered Verint Agent Copilot Bots can improve your organization’s CX and double your contact center capacity while reducing costs.
    Webinar
5 minutes with Donna Fluss thumbnail

What Are Verint Agent Copilot Bots?

Donna Fluss, Founder and President, DMG Consulting explains how organizations can use Agent Copilot Bots to increase agent capacity and elevate customer experience.
Product Video

Doubling Agent Capacity with Verint Agent Copilot Bots

Need to shave 50% off your call handle time? The Verint Agent Copilot bots do exactly this by automating...
Blog
Path to Doubling Agent Capacity

The Path to Doubling Agent Capacity

Tune in to discover how AI-powered Verint Agent Copilot Bots can improve your organization’s CX and double your contact center capacity while reducing costs.
Webinar

Learn more about Verint Agent Copilot Bots

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