Verint Intelligent Virtual Assistant (IVA)
Drive AI outcomes with higher interaction containment rates across your voice and digital channels and improved agent capacity by automating workflows.
AI Business Outcomes From Verint Customers
$10M Saved
An auto club automated two million voice interactions, achieving a 50% containment rate.
$3.5M Saved
An airline automated four million digital interactions achieving an 85% containment rate.
Drive AI business outcomes with Verint IVA, now
Increase Containment Rates
Resolve more digital and voice interactions through personalized self-service customer experiences to decrease contact center volume.
Improve Agent Capacity
AI-powered transfer uses contextual data to intelligently direct customer interactions to the right resource, delivering the right outcome regardless of channel, to improve agent capacity.
Deliver personalized, self-service customer experiences with Verint IVA Voice
Every inquiry to your contact center costs money. Verint IVA Voice reduces the number of incoming calls into your contact center and interactions handled or escalated to agents by providing AI-powered self-service over telephony and voice-enabled channels.
With Verint IVA Voice you can:
- Implement without disruption: IVA Voice can easily augment your existing IVR flows, without disruption or any long and expensive infrastructure changes.
- Resolve issues vs deflect them: Give customers the ability to self-serve and solve problems 24/7, without needing to speak to an agent for better containment.
- Drive seamless agent handoff: When a customer needs a human agent, Verint IVA gathers interaction context and routes the issue, so the customer doesn’t need to repeat themselves.
How BarkBox Uses AI to Contain 30% of Customer Interactions
Hear from James Liebherr, Director of Customer Operations at BarkBox as he shares their exciting journey as a fast-growing company focused on elevated customer experience. With Verint, BarkBox has been able to increase automation in their self-service workflow and at the same time drive higher customer satisfaction and loyalty.
Low effort deployment. Immediate outcomes.
Verint Intelligent Virtual Assistant enables the quick and easy deployment of CX automation across your voice and digital channels through:
- Deploy alongside your existing IVR
- Increase traffic and call flow to Verint IVA at your pace
- Containment increases with every call flow added to Verint IVA
- Start small and prove outcomes without disruption – then grow
- Deploy first flow in 30 days with at least 20% increase in containment rate
Verint IVA’s flexible and open nature allows brands to deploy self-service on the channels that deliver immediate ROI and there’s no need to rip and replace your existing voice ecosystem.
Discover How AI is Changing Self-Service
Brands using AI have better first contact resolution, improved containment rates and are much more confident in their ability to meet future customer expectations.
Read the full report to discover how brands are deploying AI for self-service and their plans for further investment.
Read the ReportDrive AI business outcomes now with Verint specialized bots
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Smart Transfer Bot
From the moment an interaction begins, the Smart Transfer Bot ensures the next step is the right step – based on context gathered from multiple sources in real time – so the right outcome is delivered for any interaction (i.e. a callback, an SMS, live chat etc.). Transferring interactions with full context reduces each assisted service call by one minute and can increase agent capacity by 20%.
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Intent Discovery Bot
The Verint Intent Discovery Bot puts AI to work to quickly cut through the noise to uncover what your customers truly want and need. By identifying high-value customer intents from your engagement data in voice or digital channels – including call recording transcripts, email, chats, support tickets, and more — the bot immediately helps to improve CX automation.
Verint ranks as Leader in Opus Research Conversational AI Intelliview Report
In the Opus Research 2023 Conversational AI Intelliview Report and Decision Makers’ Guide to Enterprise Intelligent Assistants, Verint’s® Intelligent Virtual Assistant (IVA)™ solution received top scores and is positioned as the leader for product completeness, flexibility and strategic potential among the other providers evaluated.
Read the ReportVerint IVA delivers differentiated capabilities
Rapid deployment across channels on an enterprise scale
- Verint IVA delivers a low-code bot orchestration and management environment to design, train, test, deploy, and fine-tune multilingual virtual assistants for voice and digital channels.
- Easily create non-linear and multi-intent conversations, identify high value intents, train AI models, and author responses in conversational flows, all of which can be further customized with a pro-code option.
Built on years of domain-specific and industry data
- The latest AI models are trained on decades of rich customer engagement data, ensuring brands can deliver automated, industry-specific experiences from day one. Verint IVA also leverages your existing knowledge resources to ensure accuracy.
- Verint IVA offers pre-packaged, industry specific NLU models to jump start your IVA efforts. Backed by a world-class dataset, these models detect highly accurate end user intentions and extract entities to generate personalized, intelligent responses.
Future-proofed investment through an LLM agnostic approach
- Incorporates commercial and third-party models, including generative AI and large language models (LLMs) so you can test and fine-tune bots in a unified environment.
- NLU and AI models are also continuously trained on a brand’s unique, new customer engagement data sets to discover emerging intents and drive up-to-the-minute CX automation opportunities.
Continuous improvement to virtual assistant performance
- Easily customizable dashboards and analytics about users, conversations, and performance so you can always see how your IVA is performing.
- Helps conversation designers see the entire user journey and behavior, usage and containment metrics, intent identification and failed tasks to provide visibility into areas of improvement.
- Works within your existing CX ecosystem so you can keep the platforms you’re already using while also benefiting from the power of Verint IVA.
Solutions powered by Verint IVA
Recommended Verint IVA resources
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See the power of Verint IVA today
Verint IVA drives real business results and delivers better customer experiences for enterprises across industries.
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