Verint Specialized Bots

Interaction Wrap-Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, eliminating after-call work. By removing the time agents spend manually summarizing a call, organizations can save millions on their bottom line. Plus, summaries are more accurate and consistent across your contact center.

Using specialized AI algorithms, the bot analyzes over 60 data points from telecom metadata and caller behavioral analytics and assigns a risk score to every call made into the contact center. With the help of the bot, Call Risk Scoring can not only detect and prevent fraudulent activities in your call center, but ultimately help lower average handle time for legitimate callers and add an additional layer of customer data protection.

The Knowledge Suggestion Bot helps agents during customer interactions by providing them with relevant knowledge in real-time. It’s designed to provide instant access to information directly in the agent’s workflow. Agents can easily find the most relevant information so they can quickly provide customers with accurate responses to their questions. As a result, agents are able to resolve issues faster, with shorter handle times and improved first contact resolution.

The Verint TimeFlex Bot employs complex algorithms, CX data and an innovative game mechanic to enable permissionless, agent-initiated schedule changes at scale. It helps agents juggle work and life when life happens.

• Agents no longer have to submit a change request for in-the-moment changes to their schedules.
• Managers don’t have to spend hours reviewing, analyzing, and granting or denying shift change requests, reducing administrative costs.
• Agents feel empowered to manage their own schedules, improving agent experience.

With the TimeFlex Bot, agents can autonomously adjust their WFM schedules in real time, giving them unprecedented flexibility, which typically reduces attrition by upwards of 30% and absenteeism by 10+%.