What is Generative AI?

Generative AI refers to AI models, such as ChatGPT, that are trained on existing data sets to intelligently understand language and then create new content. Generative AI is very useful for automating many mundane tasks such as after-call work — reducing handle time, increasing agent capacity, and improving CX. The Wrap Up Bot uses generative AI to automatically generate an accurate conversation summary.

How does Interaction Wrap Up Bot Automate After-Call Work?

Using industry-leading Verint Da Vinci Real-Time Transcription API Service,™ the Interaction Wrap Up Bot turns the audio of an agent and customer’s interaction into a highly accurate transcript and then uses generative AI to quickly produce a summary of the conversation. This summary is automatically delivered to your system of record in a matter of seconds.

What are the Benefits of AI Generated Summaries?

The manual call summaries that agents are required to complete in many call centers, take considerable after-call time and these call notes may often be prone to errors and inconsistency. The Interaction Wrap Up Bot uses generative AI to automatically summarize the essential information of the interaction to generate a consistent, accurate, and secure summary.

How Can the Interaction Wrap Bot Improve Employee Experience?

After call work, manually creating post interaction summaries, is both time-consuming and tedious work — requiring the agent to remember the various aspects of the conversation and accurately and succinctly document them before moving on to the next, often more important tasks such as helping other customers. The Interaction Wrap Up Bot AI automatically creates call summary that provides key points in a consistent, accurate, and secure summary of the interaction upon its completion. Agents can then move on to tasks that provide them with more job satisfaction while providing their organization with valuable insights into each customer interaction.

Wrap Up Bot

Use Generative AI to Automate After Call Summarization

Wrap Up Bot uses generative AI to summarize interactions between customers and agents, dramatically reducing after-call work.

ベリント顧客による AIビジネス成果

$70Mの節約

An insurer with 30k agents reduced average call duration by 30 seconds with AI-powered wrap up.

Reduce after call work and increase agent capacity

Wrap Up Bot uses generative AI to create accurate, consistent, and unbiased interaction summaries, significantly reducing the time agents spend on after call work.

Agents are freed to focus on handling customer interactions and benefit from utilizing reliable call summaries that provide the context needed to deliver great CX.

エグゼクティブの見解を読む

How does Wrap Up Bot work?

通話まとめボットは、80+の言語で音声およびデジタルインタラクションチャネルで利用可能です。最小限の混乱で最大の効果をもたらすように、ワークフローに迅速かつ簡単に組み込むことができます。以下がその仕組みです。

Voice interaction audio is captured in your ACD of choice, whether it’s an on-premises, cloud, or hybrid environment.
Audio is transcribed automatically using Verint Da Vinci AI in real time.
The Wrap Up Bot uses generative AI to create a narrative summary.
The summary is delivered to your system of record in a matter of seconds.
The bot trains on your fresh data to further improve the quality of call summaries.

完成された要約は正確で一貫性があり、偏りがないため、次の担当者に適切な文脈を提供します。これにより、処理時間が短縮され、担当者の対応能力が向上し、CXが改善されます。

ブログを読む

Hear how Utilita reduced average call time by 35 seconds

Verint Agent Copilot Bots leverage AI to automate specific agent task and workflows. Each performs a different task to augment your human agents and make them more efficient. Whether you’re looking to increase sales, reduce after call work, or shorten the time agents spend looking for information, we’ve got a bot for that.

The Smart Transfer Bot can be deployed individually – or alongside other Verint Agent Copilots Bots – to deliver faster and stronger results.

Meet the Verint Agent Copilot Bots

The Smart Transfer Bot can be deployed individually – or alongside other Verint Agent Copilots Bots – to deliver faster and stronger results.

詳しくはこちら

Meet the other Copilot Bots

コーチングボット
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.
スマート・トランスファーボット
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.

Related resources

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.
製品ビデオ
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...
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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.
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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.

製品ビデオ

Frequently asked questions about AI generated summaries with Verint Interaction Wrap Up Bot

生成AIとは、ChatGPTのように既存のデータセットで訓練され、言語を知的に理解し、新しいコンテンツを作成するAIモデルを指します。生成AIは、通話後の作業など多くの日常的なタスクを自動化するのに非常に役立ちます — これにより、処理時間が短縮され、エージェントの対応能力が向上し、CXが改善されます。通話まとめボットは生成AIを使用して、正確な会話の要約を自動的に生成します。

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Wrap Up Bot

Use Generative AI to Automate After Call Summarization

ベリント顧客による AIビジネス成果

$70Mの節約

Reduce after call work and increase agent capacity

How does Wrap Up Bot work?

Hear how Utilita reduced average call time by 35 seconds

Meet the Verint Agent Copilot Bots

Meet the other Copilot Bots

コーチングボット

スマート・トランスファーボット

Related resources

What Are Verint Agent Copilot Bots?

Doubling Agent Capacity with Verint Agent Copilot Bots

The Path to Doubling Agent Capacity

What Are Verint Agent Copilot Bots?

Frequently asked questions about AI generated summaries with Verint Interaction Wrap Up Bot

生成AIとは何ですか？

通話まとめボットはどのようにして通話後の作業を自動化しますか？

AI生成サマリーの利点は何ですか？

通話まとめボットはどのように従業員体験を向上させることができるか？

Learn more about Verint Bots

ありがとうございます