Conversational and Agentic AI for Your Contact Center
Give your customers what they want – AI that listens, understands, and acts across all CX use cases and channels.
Workforce Automation
Automation Throughout the Entire Customer Interaction
One AI-powered workforce that automates, assists, and resolves – from the first self-service message to the moment a human takes over.
Stop stitching together point solutions. Bring your CX automation under one umbrella so every interaction gets resolved, on any channel, without adding complexity.
More Containment
60%
A hotel chain automated resolution across 14M voice and digital interactions with Verint AI agents.
Automate, assist, resolve – Workforce Automation from start to finish
Automate
Conversational AI Agents resolve interactions across voice and digital channels and decide when a human agent is needed.
Assist
When a human is needed, Copilots support the agent throughout the interaction with knowledge, coaching and wrap up delivered in the moment.
Resolve
Every interaction reaches a resolution – on the channel the customer chose, without added complexity.
Resolve every interaction, with automation for customers and agents
With Conversational AI Agents and Copilots, the entire customer interaction becomes one continuous flow: conversations resolved end-to-end in self-service, full context carried over when a person is needed, and agents supported right through to wrap-up.
Your people are not replaced – they are backed by a workforce of AI agents working alongside them.
And because they run on top of the systems you already have, you can start with a single use case and expand. No rip-and-replace required.
The building blocks of Workforce Automation
The customer never repeats themselves
When an interaction moves from AI to a person, the entire conversation and its context travels with it. No re-explaining, no starting over. The exact moment where most CX breaks is where Verint keeps it seamless.
Master Class – How to Achieve Workforce Automation with AI Agents
Join Heather Richards on Wednesday, October 28 as she puts the hard questions to Peter Morton and Jason Valdina on building a workforce of humans and AI agents.
In this session you’ll hear:
- What “agentic” means in practice, and how to separate real capability from vendor marketing
- How to decide what an AI agent owns outright and what stays with a human agent – and who in the business makes that call
- Where AI copilots genuinely lower an agent’s cognitive load, and where they add to it
Automate CX workflows for stronger, faster, measurable outcomes
The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes – fast. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model, eliminating rip-and-replace and accelerating time to value.
Powered by CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive smarter automation across self-service, agent support, analytics, quality, and workforce engagement.
Related products
Verint Agent Factory
Move from isolated AI experiments to coordinated, production-ready AI workflows.
Copilots
Give your customer service agents AI copilots to handle repetitive work – so they can focus on customer conversations.
Related resources
Contact us about Workforce Automation today!
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Frequently asked questions
Workforce Automation is the automation of the full customer interaction as one continuous flow – AI agents resolving requests in self-service, an intelligent handoff that carries full context to a human, and AI that supports that human once they take over. It brings AI and human agents together as a single workforce.
Point solutions automate one slice of the interaction and break at the seams between them – the customer explains their issue to a bot, gets transferred, and explains it again. Workforce Automation runs the whole interaction as one flow, so context travels and nothing is dropped at the handoff.
No. Verint is open by design and runs on top of your existing CCaaS, CRM, and AI models. There is no rip-and-replace, so you can start with a single use case and expand at your own pace.
Verint Agent Factory gives your team one environment to create, test, deploy, and maintain every AI agent across self-service and agent assist – governed by Verint Da Vinci™ AI and built for operations teams, not just developers.
Verint keeps human judgment in the loop. AI resolves what it should and escalates on complexity, sentiment, or risk, handing over full context – then keeps supporting the agent so your people stay the decision-makers.