Wrap Up Bot
The Interaction Wrap Up Bot uses generative AI to summarize interactions between customers and agents, dramatically reducing after-call work.
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.
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.
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.
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.
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.
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.
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Featured Resources
Frequently asked questions about the CX/EX Scoring Bot
AI-driven tools that evaluate sentiment, compliance, and engagement across interactions can significantly improve customer experience analytics. These technologies can turn your contact center from an operational function into a valuable data hub and uncover patterns and important improvement areas. Verint CX/EX Scoring Bot can help you do this without changing your existing workflows. In addition, this bot can help you by automating experience scoring, delivering deep insights into customer and employee behaviors for continuous improvement.
Emotion detection uses AI-powered speech analytics to identify tone, stress, and sentiment in real time. These tools help organizations understand customer emotions and adapt responses. Verint CX/EX Scoring Bot integrates emotion analysis into its scoring process, enabling businesses to improve empathy and service quality at scale.
Analyzing interactions and behavior patterns requires advanced analytics platforms that process voice, text, and digital engagement data. These tools reveal trends and predict customer needs. Verint CX/EX Scoring Bot automates this analysis, scoring interactions for quality and experience, and providing you with actionable insights to optimize customer journeys.
Learn more about Verint Agent Copilot Bots
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