Enter Verint Quality Bot. Verint Quality Bot transforms Sarah’s workflow by using AI to automatically evaluate 100% of customer interactions. It monitors every call, every chat, and scores them against predefined quality criteria—consistently and without bias. Now, instead of spending hours sampling random calls, Sarah gets a dashboard that highlights trends, anomalies, and coaching opportunities in real time.

For example, last month, the bot flagged a spike in average handle time. Sarah was able to drill down, identify the root cause—a confusing new policy—and work with training and operations to fix it. Without the bot, that issue might have gone unnoticed for weeks.

Verint Quality Bot also helps Sarah personalize coaching. It doesn’t just score interactions; it provides context. She can see which agents are struggling with specific behaviors, like active listening, empathy, or compliance scripting, and tailor feedback accordingly. Agents appreciate the transparency and fairness, and Sarah finally has the data to back up her coaching conversations.