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AI Improves Customer Experiences
Interactions have become more complex, thanks to myriad consumer channel choices that make it harder to design processes. Similar requests can take vastly different pathways and are often entwined with multiple requests or inquiries in a single interaction.
However, self-service has improved, adding a positive level of automation to the front end of many customer interactions. Delivering personalized self-service experiences through conversational AI – over any digital or voice channel – to effectively contain customer inquiries and reduce agent workload is no longer a thing of the past.
Today’s automation needs AI, and the most effective route to AI is an open platform approach continuously trained on behavioral data.
An open platform offers a high degree of customization, expansive integration capabilities and access to application programming interfaces. This creates a flexible environment where AI is used to solve the most pressing problems. It also allows the choice of preferred applications rather than forcing a disruptive, wholesale tech transformation, making downstream changes in applications more tolerable.
Openness means flexibility, choice and customization – it improves the contact center of today and future proofs it for tomorrow.
Master the Customer Experience
Verint solutions are designed to be at the forefront of innovation in many fields, including full lifecycle CX, feedback and the omnichannel customer experience.