Verint Coaching Bot
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.
Verint Smart Transfer Bot
Seamless AI-to-Human Handoffs, Smarter Customer Experiences
Provide seamless transfers with interaction history and context delivered to agents at the beginning of every interaction.
AI Business Outcomes from Verint Customers
$9M Saved
A financial services firm reduced average call duration by 30 seconds, providing self-service history and context to agents.
Increase agent capacity with the Smart Transfer Bot
From the moment an interaction begins, the Smart Transfer Bot ensures the next step is the right step. It uses AI to analyze context gathered from multiple sources to ensure the right outcome for any interaction (i.e. routing to an agent, scheduling a callback, sending an SMS, or providing an agent-to-agent call summary etc.)
If the best option is to route the call to an agent, the Smart Transfer Bot provides the context of the interaction and the history of the customer in an easy-to-read summary.
Meet The Verint Agent Copilot Bots
Verint Agent Copilot Bots leverage AI to automate specific agent task and workflows. 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 Copilot Bots – to deliver faster and stronger results.
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 companies can:
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.
Meet the other Copilot Bots
Verint Wrap Up Bot
The Interaction Wrap Up Bot uses generative AI to summarize interactions between customers and agents, dramatically reducing after-call work.
Knowledge Automation Bot
Deliver the right knowledge at the right time with a revolutionary AI-powered approach that increases agent capacity and drives business outcomes.
Related resources
Contact us about Verint Smart Transfer Bot today!
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Frequently asked questions
Verint Smart Transfer Bot is a copilot AI agent that uses AI to drive real-time optimization of interaction transfers within a contact center. The Smart Transfer Bot ensures the right outcome for any interaction — whether that’s routing it to an agent, scheduling a callback, sending a follow-up SMS, or otherwise — based on an analysis of context gathered from multiple sources.
When the Smart Transfer Bot recognizes, based on a trigger condition, that an AI agent interaction should be handed off to a human agent, it assembles the interaction context — what the customer asked, what was attempted, who they are — as well as their broader history into an easy-to-read summary. It determines the right agent for the job, then delivers the customer and the context summary to that destination together, significantly reducing average handle time.
Generally speaking, AI agents should escalate an interaction to a human agent when:
- The customer explicitly asks for a person
- The AI’s confidence in its answer is low
- The customer repeats or rephrases without progressing
- The conversation turns negative, or
- The topic falls into a category the business has reserved for humans, such as fraud, account security or complaints.
When escalation happens based on these signals, it’s not a reflection of failed automation – it shows that safeguards have been successfully designed
Enough that the agent does not ask a question the customer has already answered: the self-service history, the customer’s identity and account context, what the AI agent attempted, and a readable summary of the conversation so far. Verint Smart Transfer Bot delivers this as an easy-to-read summary at the start of the agent’s interaction.
The most useful measure is how often customers restate their issue after transfer — a low repeat-explanation rate means context genuinely travelled. Supporting metrics that can be measure include handle time on the transferred portion of the call and CSAT specifically on escalated interactions. One financial services firm using Smart Transfer Bot cut average call duration by 30 seconds.
Yes, and often it should. Smart Transfer Bot evaluates the best next action for each interaction, which may be routing to an agent, scheduling a callback so the customer isn’t holding, sending an SMS with the information requested, or passing an agent-to-agent summary during a warm transfer between departments.