Top CX Automation Tools to Transform Your Customer Experience

What are Customer Experience (CX) Automation tools?

Customer experience automation (CXA) or CX automation helps organizations enhance customer interactions while reducing operational costs. As customer expectations for fast, accurate service and immediate responses continue to rise, contact centers are increasingly automating manual tasks across the customer journey. CX automation solutions enable the speed and simplicity today’s consumers demand, delivering better service, more efficiently.

CX automation platforms equipped with a variety of CXA tools are designed to meet that need. These platforms use artificial intelligence (AI) and automation technologies to streamline customer interactions, reduce manual tasks, and enhance service quality. CX automation platforms help businesses deliver faster, more personalized customer experiences across multiple channels, while minimizing costs.

By automating routine tasks, including answering frequently asked questions (FAQs), routing customer inquiries, and summarizing calls, CX automation platforms free up human agents to focus on more complex issues. This not only improves operational efficiency but also boosts customer relationships by reducing wait times and ensuring accurate, timely, and customized responses.

Types of CX Automation tools

Below is a quick overview of the most impactful types of customer experience automation tools:

• Chatbots and intelligent virtual assistants (IVAs): increase interaction containment rates across voice and digital channels and improve customer service agent capacity by automating workflows with instant customer support available 24/7.
• Traditional interactive voice response (IVR) systems and next-generation conversational AI (CAI) solutions: automate call handling and routing, and provide customers with self-service options through voice menus.
• Knowledge bases and knowledge management: provide human agents and customers with instant access to relevant information via self-service portals.
• AI-powered coaching bots: give your agents in-the-moment guidance when they need it, elevating their performance by offering next-best-action suggestions.
• Customer interaction wrap-ups: assist agents after each customer interaction by automatically generating interaction summaries and reducing manual effort.
• Sentiment analysis and voice of the customer analysis tools: leverage real-time customer data, including tone and feedback, to personalize responses and flag sensitive issues.
• Survey automation tools: trigger feedback surveys to collect key performance indicators (KPIs), including customer satisfaction score (CSAT) and net promoter score (NPS), enabling organizations to gain valuable insights into customer satisfaction.

7 CX Automation tools the drive ROI

Why CX Automation matters

Today’s customers expect fast, frictionless, and personalized service anytime, anywhere. According to a recent report on customer experience, 73 percent of consumers now prefer digital channels over phone calls, with double-digit growth in preference across all age groups. Additionally, 85 percent of customers report using at least two engagement channels in the past year, up from 66 percent the previous year. At the same time, businesses face increasing pressure to lower costs and do more with less.
Customer experience automation and AI offer powerful solutions to solve this dual challenge. Businesses using customer experience automation have seen significant results, including tens of millions of dollars in savings. For example:

• A bank saved $10 million by automating 10 million digital interactions with an 80% containment rate.
• An insurance provider reduced attrition ​by 30% through flexible scheduling powered by CX Automation tools.

By integrating automation into customer service software, companies can scale support, improve agent performance, and deliver the seamless experiences customers demand. Today’s market-leading CX Automation platforms, like Verint, can easily integrate into your ecosystem and scale with your business needs. You don’t need to implement all CXA tools at once; start with the touchpoint that will have the most impact and expand at your own pace.

Benefits of using CX Automation tools

CX Automation can transform customer engagement and operational performance across your organization, leading to more satisfied customers . The main benefits of using CX Automation tools include:

• Reduced operational costs: streamline workflows and eliminate inefficiencies to lower expenses.
• Enhanced efficiency: accelerate customer interactions with real-time, contextual guidance for agents, delivering faster resolution times.
• Increased agent & management capacity: automate repetitive, low-value tasks performed manually by agents, supervisors, and managers so that they can focus on high-value activities.
• Improved customer satisfaction: deliver seamless experiences that keep customers coming back by enabling 24/7 customer support, immediate, personalized responses to customer inquiries, and faster resolutions.
• Increased revenue per interaction: empower selling agents with automated guidance and enhanced offers and processes that drive incremental revenue.
• Improved CX metrics: drive shorter interactions with faster contextual responses that increase overall satisfaction scores and builds stronger brand loyalty.

Advanced CXA tools, including Verint CX Automation solutions, can help you do more with less to stay competitive in today’s challenging economic landscape. For example:

• A financial services firm reduced average call duration by 30 seconds by providing agents with self-service history and context using the Verint Smart Transfer Bot.
• A leading bank uses AI-powered automated tools, such as the Verint Knowledge Automation Bot, to equip agents with real-time information, boosting their capacity and responsiveness.
• A healthcare organization dramatically improved transcription accuracy with the Verint Exact Transcription Bot, saving time and costs.

How to choose the best CX Automation tools

Selecting the right customer experience automation tools is essential for maximizing return on investment (ROI) and delivering seamless, scalable service. The best customer experience tools align with your business goals, integrate seamlessly with your existing systems, and are easy to test and scale.

Assess your current CX challenges

Before investing in any customer automation platform, it’s critical to understand where your current CX strategy falls short. Start by mapping the customer journey and identifying friction points that impact overall customer satisfaction, operational efficiency, or cost-effectiveness.

The most common CX challenges include:

• Long wait times or high call volumes
• Inconsistent service across multiple channels
• High agent turnover or burnout
• Low first-contact resolution (FCR) rates
• Limited self-service solutions
• Poor visibility into the entire customer lifecycle, including sentiment, satisfaction, and loyalty
• Manual, repetitive tasks for agents

By clearly identifying these issues, you can prioritize CX Automation tools that help to increase customer satisfaction and directly address your most pressing needs.

CX Automation capabilities to look for

Once you’ve identified your current CX challenges, you can start looking for customer experience automation platforms that have the features you need the most to solve these challenges. When evaluating CXA platforms, focus on features that support long-term scalability and seamless customer engagement. The most effective solutions are built on open, cloud-based, AI-powered platforms that orchestrate work across human agents and bots, and can easily integrate into your ecosystem, without disruption to existing operations.

The most critical CXA technology infrastructure capabilities include:

• Omnichannel support: ensure seamless customer engagement across voice, chat, email, and social channels.
• Integration capabilities: create frictionless connections with customer relationship management (CRM) platforms, knowledge bases, and workforce management (WFM) solutions.
• AI-powered analytics: monitor user behavior to deliver valuable real-time insights into the customer sentiment and agent performance.
• Open platform architecture: enable flexibility to add or replace tools without vendor lock-in.
• Risk-free testing options: validate performance and ROI before full-scale deployment.

Core CX Automation capabilities

Best-of-breed CX Automation platform providers, such as Verint, support rapid deployment of bots to lower costs and elevate CX from day one. These platforms are built to scale with your business needs.

Top CX Automation tools to consider

In today’s evolving CX Automation landscape, you have access to a wide selection of robust AI-powered CXA tools that elevate customer experience, improve efficiency, and drive measurable outcomes. Below, we explore six leading solutions built to automate key areas of the customer journey.

1. Customer Self-Service Tools

Self-service CXA tools can automate up to 100% of customer interactions using intelligent virtual assistants, such as Verint IVA, across voice and digital channels to:

• Deliver personalized, conversational self-service options
• Handle routine inquiries and transactions without agent intervention
• Scale across channels with multilingual support

2. Copilot Bots

Copilot bots are AI-powered assistants designed to work together with human agents to reduce manual effort and increase capacity by automating manual tasks and creating a unified agent and supervisor experience. Let’s take Verint Agent Copilot Bots as an example. Each bot automates a specific micro-workflow to support human agents across the entire customer journey, including:

• Providing agents with context when transferring customers from self-service to assisted support via the Verint Smart Transfer Bot
• Reducing the time agents spend searching for information using the Verint Knowledge Automation Bot
• Offering in-the-moment guidance through the Verint Coaching Bot
• Completing back-end tasks with Verint IVA
• Writing summaries of customer interactions with the Verint Interaction Wrap Up Bot

3. AI-Powered Workforce Engagement Tools

As customer interaction and expectations grow, contact centers are using automation to boost agent capacity and productivity, which enables them to do more with the same number of support staff. Workforce Engagement (WFE) solutions are software applications that help organizations manage and improve their workforce. Verint’s AI-powered WFE solutions help optimize performance and enhance employee experience (EX) by automating manual workflows, such as:

• Forecasting and scheduling, including speeding up hiring with the Verint Interviewing Bot and creating true scheduling flexibility for agents with Verint TimeFlex™ Bot
• Quality and compliance tasks, including AI-powered quality management with the Verint Quality Bot

4. Business Analytics Tools

Monitoring behavioral data is critical to achieving your business outcomes today, but analyzing unstructured interactions takes time, making it difficult to find actionable insights. Verint Business Analytics can help quickly surface meaningful insights by:

• Providing immediate, on-demand access to insights across all your behavioral data with the Verint Data Insights Bot
• Empowering analysts with deep-dive analysis, powered by the Verint Genie Bot‘s generative AI

5. Channels Automation and & Desktop Innovation

To unlock true CX flexibility and deliver seamless self-service across voice and digital channels, you’ll need an all-in-one platform built for omnichannel engagement. Top CXA solutions, such as Verint Channels & Desktop, can simplify agent workflows and let you adopt AI at your own pace You can easily layer Verint’s AI-powered tools onto your existing systems, including:

• Enhancing your current desktop with automation using Agent Copilot Bots
• Automating voice and digital interactions using Verint IVA
• Keeping your telephony but modernizing your desktop and channels

6. Voice of the Customer Solutions

Traditional voice of the customer (VoC) solutions only collect insights, but market-leading ones, like Verint Voice of the Customer and Employee, leverage VoC data for actionable insights to resolve customer issues. You can transform customer and employee feedback into real-time, AI business outcomes by:

• Powering surveys across all interaction channels (voice, digital, chat, email, SMS, social media, and more).
• Capturing direct, indirect, and inferred feedback from every touchpoint, including the website, mobile app, in-store, in every scenario.
• Leveraging AI and patented predictive models to deliver insights in real time​ and gain a holistic view of sentiment, behavior, and experience trends.

Best practices for implementing CX Automation tools

Successfully deploying customer experience automation tools requires a strategic approach that aligns technology with business goals, empowers teams, and continuously improves performance.

Setting clear objectives

Start your customer experience automation implementation by defining what success looks like for your organization. Clear objectives help guide tool selection, configuration, and performance measurement.

Common CX Automation goals include:

• Reducing call volumes through self-service
• Increasing customer satisfaction (CSAT) and net promoter score (NPS)
• Improving first-contact resolution (FCR) rates
• Enhancing support team (including agents, supervisors, managers, and compliance teams) productivity and retention
• Lowering operational costs

Training teams and monitoring performance

CX Automation tools are only as effective as the teams using them. Invest in training to ensure agents understand how to collaborate with bots and leverage new capabilities.

Key performance indicators (KPIs) to track:

• CSAT: measures customer satisfaction post-interaction.
• Resolution time: tracks how quickly customer inquiries are resolved.
• NPS: gauges customer loyalty and likelihood to recommend your business.
• Containment rate: percentage of customer interactions resolved without human intervention.
• Productivity or throughput: the volume of calls/interactions handled.

Avoiding common pitfalls

To ensure a smooth customer experience automation implementation, avoid these common mistakes:

• Ignoring customer feedback: failing to incorporate real-time sentiment and voice-of-the-customer data can lead to tone-deaf automation.
• Lack of pilot testing: skipping initial trials can result in poor CXA tool performance and low adoption.
• Over-automating: automating too many touchpoints without human fallback can frustrate customers.
• Neglecting integration: tools that don’t sync with existing systems create silos and inefficiencies.
• Undertraining staff: your support team needs to understand that CX Automation doesn’t replace their roles – it supports and enhances them.

By following these best practices, you can unlock the full potential of CX Automation and elevate customer experience.

Improve the entire customer journey with automated workflows

Customer experience automation isn’t just about lowering costs; it’s about creating seamless, personalized journeys that meet rising customer expectations. Customer experience software can enable organizations to streamline workflows across every touchpoint, delivering proactive, efficient, and personalized support. Top-tier CX Automation platforms, like Verint, can help you see real business outcomes in weeks – not in months or years.

Ideal touchpoints to automate

• Website chat and FAQs
• Call center routing and IVR menus
• Email and social media responses
• Post-interaction summaries
• Feedback collection and escalation

Leading CX Automation platforms, like Verint, allow businesses to deploy bots across all these touchpoints, augmenting human agents and automating workflows.

Personalization through automation

Today’s customers expect more than just fast service; they want experiences that feel personal and relevant. AI-driven customer experience automation enables hyper-personalized experiences by analyzing customer insights in real time and adapting responses accordingly.

For instance:

• Virtual assistants can provide customized self-service across both voice and digital channels, using customer context to guide interactions and increase containment rates.
• Knowledge automation tools deliver tailored, context-specific answers by gathering relevant information from multiple sources and summarizing results into a single, easy-to-consume response.
• Real-time coaching bots listen to live conversations and provide real-time, contextual guidance to agents. Since they are trained on your organization’s specific interaction data, they can offer personalized coaching, for example next-best-action suggestions.

These CX automation tools work together to ensure that every customer interaction feels personal, relevant, and timely. They can not only enhance customer satisfaction but also drive efficiency and ROI by automating personalization at scale.

Proactive customer experience management

Customer experience automation also empowers organizations to anticipate customer needs and act before issues arise. Leading CX Automation platforms, such as Verint, support:

• Automated notifications for order updates, appointment reminders, or service alerts.
• Proactive support through bots that detect customer sentiment shifts and escalate sensitive issues.
• Survey automation to gather customer feedback and trigger follow-ups based on CSAT or NPS.

By embedding AI into your workflows, you can move from reactive service to proactive customer experience management, fostering loyalty and reducing churn.

Measuring the ROI of CX Automation tools

To justify an investment in customer experience automation, organizations must demonstrate measurable value. Calculating ROI helps quantify the impact of automation on both customer satisfaction and operational efficiency, making it easier to secure stakeholder buy-in and guide future strategy.

The ROI of delivering great CX

Investing in customer experience isn’t just good practice; it’s a billion-dollar opportunity. To understand the true value of investing in CX, you can calculate how the above listed key CXA metrics translate into dollars for your business.

Let’s take a real-life example. By leveraging Verint Speech Analytics and Verint Voice of the Customer surveys, a leading healthcare organization surfaced insights into agent performance, call handling, and customer satisfaction. These findings drove targeted improvements in training, support, and operations, resulting in over $1 billion in additional revenue.

This proves that getting CX right doesn’t just elevate service; it can transform your bottom line. Learn more about the ROI of CX here.

The role of AI in CX Automation

AI is revolutionizing customer experience automation by amplifying the effectiveness of CXA tools across the organization. As customer expectations rise, AI can empower businesses to go beyond rule-based workflows and respond proactively to customer needs.
AI-powered bots are not here to replace human agents but to enhance their workflow by automating repetitive, low-value tasks, ultimately boosting capacity, reducing costs, and delivering excellent customer experiences.

AI capabilities enhancing CX

Top CX Automation platforms, like Verint, can help you elevate service quality by leveraging advance AI capabilities, including:

• Natural Language Processing (NLP): enables bots to understand and interact with customers in a human-like manner across voice and digital channels, improving containment and resolution rates.
• Sentiment analysis: identifies emotional cues in customer interactions, helping businesses proactively address dissatisfaction and improve agent performance.
• Predictive analytics: provides a 360-degree view of customer and employee experiences by measuring them across various touchpoints, allowing businesses to anticipate needs and prioritize actions that drive loyalty and revenue.

AI trends in customer experience automation

AI is no longer a futuristic concept in customer experience automation; it’s an expectation. According to recent research, 86% of consumers recognize the benefits of AI, and a growing number prefer automated services that resolve their issues quickly and efficiently.

Let’s take a closer look at the most recent AI trends that transform CX:

• Voice AI: IVAs can deliver personalized self-service over telephony, reducing call volumes and improving agent efficiency.
• Real-time translation: multilingual bots can enable global brands to deploy virtual assistants across languages, so more people can engage, regardless of their circumstances – without disrupting existing systems.
• AI-powered personalization: AI-powered specialized bots, like the Verint Intent Discovery Bot can analyze engagement data to tailor responses and guide customers to the right outcomes.

Balancing AI and human touch

While CX Automation drives efficiency, customers still expect the option to speak to interact with a human agent when needed. That’s why the most effective CX strategies use a hybrid workforce where AI-powered specialized bots support, rather than replace, human agents. These bots are embedded into daily workflows and continuously trained on customer engagement data, enabling them to handle routine tasks, provide real-time coaching, and adapt to evolving customer needs.

This collaborative approach ensures that complex issues are addressed with empathy and expertise, while automation deliver speed, consistency, and scale.

How Verint supports CX Automation

As a trusted partner in customer experience automation, Verint helps organizations move beyond basic AI experimentation by enabling smarter, outcome-driven customer engagement. Verint’s cloud-native, open platform is designed to scale CX Automation across the whole organization, combining AI-powered specialized bots, real-time customer insights, and seamless integration with existing technologies.

With data and AI at the core, Verint can help you go well beyond incremental benefits to dramatically lower costs, elevate CX and customer relationships. By delivering personalized, proactive service at every touchpoint, you can maximize value and see results in weeks.

Explore how Verint can support your CX Automation goals here.