Power AI Contact Center Automation with Verint Da Vinci™
Verint Da Vinci injects artificial intelligence directly into business workflows, putting AI at agents’ fingertips. Our open approach to AI future proofs your investment as technology rapidly evolves.
AI Business Outcomes from Verint Customers
$6M Saved
A travel firm resolved 6M digital customer conversations with a 95% resolution rate using Verint Digital AI Agents.
$2M Saved
An insurer uses Exact Transcription to identify reasons for repeat calls, and eliminated 400,000 repeat interactions.
What is Verint Da Vinci AI
Verint Da Vinci AI is core to Verint Platform and powers the applications you use every day. Our cloud-native platform future-proofs your contact center AI investment with an open approach spanning both proprietary and industry models that keeps pace with the rapid innovation in the industry.
Verint Da Vinci automates workflows by embedding specialized AI agents right where your customers and human agents need them. We select the right AI model for each workflow from leading commercial, open source, and proprietary models. These models are then trained on your customer data so they are highly accurate and effective to deliver significant ROI.
AI Agents augment your human workforce
Verint injects AI directly into your business workflows, putting AI at your users’ fingertips. We do this through a team of AI agents, each trained to perform a specific task to help your employees and customers.
With these AI agents, you can remove manual tasks from your customer engagement processes and increase CX Automation. Each agent completes a task end-to-end to assist your workforce, such as:
- Summarizing a customer conversation, removing after-call work efforts
- Responding to customer inquires in self-service, deflecting contacts
- Automatically scoring quality evaluations across all interactions
Verint’s AI agents continuously improve their expertise and accuracy by training on your unique engagement data in the CX Data Hub.
AI Business Outcomes from Verint Customers
$10M Saved
A bank contained 10M interactions (80% containment rate) through AI-driven self-service with Verint.
$9M Saved
A bank reduced call time by 20 sec by giving agents real-time knowledge, through the Knowledge Automation, increasing agent capacity by 7%.
$4.5M Saved
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility.
$3M More in Sales
A healthcare brand used Exact Transcription to achieve 90% transcription accuracy, leading to a $3M boost in sales.
$5M Saved
A financial services firm reduced call duration by 20 sec by providing agents real-time coaching with Verint.
+39 NPS
A mortgage lender increased NPS from +3 to +39 through real-time agent coaching with Verint.
Build and Manage your AI Agents with Agent Factory
Verint Da Vinci combines the best of commercial, open source, and proprietary AI models. AI is evolving at a rapid pace so as the “best model” changes over time, our customers can rest assured that Verint Da Vinci will continue to keep pace and adopt the latest AI models.
Verint Agent Factory is the AI orchestration environment that lets enterprises build, configure, and manage a hybrid workforce of human and AI agents. Start with prebuilt agents for common CX use cases, create your own custom agentic AI agents, connect them to your data and workflows, and add human handoffs wherever judgment matters – all governed within a single platform.
Verint CX Data Hub trains your AI agents
Better data makes better AI. Our AI agents are trained on both historical and real-time data to make smarter and faster decisions, with the data from Verint CX Data Hub acting as the gym for their training.
Verint brings these diverse data types from multiple applications into a cohesive whole, including: interaction data, experience data, and workforce performance data.
Artificial Intelligence (AI) pacesetter
10B
10 billion customer interactions per year managed by Verint customers
90K
90,000 natural language understanding intents for Verint AI solutions
500+
500+ patents and patent applications across the Verint portfolio
Why open matters
There is no single AI model to drive CX automation across your organization. That’s why Verint Da Vinci allows us to combine the best of commercial, open source, and proprietary AI models.
As the field of AI innovates rapidly, Verint’s open approach avoids lock-in. When new technologies emerge with superior AI models, we can simply switch the models behind our service APIs. This means you benefit from the new models immediately with zero code changes. Verint has a dedicated team in the Da Vinci AI group that is continuously evaluating new models with a specific focus on our customer use cases.
AI regulation and ethics
AI regulation is still in its infancy. Verint continuously monitors AI legislation around the world and evaluates its impacts on enterprise AI. We continuously update our internal AI practices and policies to ensure compliance is in place ahead of the curve. We are committed to an ethical and responsible approach to AI, and we have the tools and governance processes in place to eliminate bias in our data sets and models.
Better data makes better AI
Our open AI models are trained on both historical and real-time data to make smarter and faster decisions. Verint CX Data Hub unifies all your engagement data together in a single place. Engagement data consists of:
- Customer interaction data across channels
- Experience data from both customers and employees
- Workforce performance data
Verint has unique capabilities to harmonize these diverse data types from multiple applications into a cohesive whole. Verint AI models train on your unique data to continuously improve your ability to make better decisions and drive CX automation.
Powered by Verint Labs
Verint Da Vinci AI is supported by Verint Labs, where we turn breakthrough science into high-impact customer engagement solutions.
Verint Labs features a team of data and AI scientists actively collaborating with customers, partners, external research organizations and universities. They drive the research-to-product pipeline of Verint Da Vinci and Verint Platform by focusing on improving our AI and machine learning capabilities.
According to Forrester Research: "A composite of Verint customers received ROI over three years and…"
$42
Million cost savings from improved contact center management.
23%
Reduction in employee turnover.
391%
ROI after three years.
Industry recognition
Top customer satisfaction scores from DMG Consulting’s 2020 Interaction Analytics Report
4.6 Stars from Gartner Peer Insights for Verint Workforce Optimization
Forrester names Verint a leader in the Forrester Wave for Workforce Optimization Platforms, Q4 2021.
“Verint is the leader for trusted, automated, conversational AI for supporting large enterprises in delivering meaningful ROI and sustainable self-service results.”
Insights
FAQs about AI in contact centers
AI is transforming contact centers by automating routine support agent tasks, improving self-service options, and providing real-time data insights. With AI-driven analytics and predictive models, businesses can optimize operations and enhance customer satisfaction while reducing costs.
Absolutely. AI can automate various processes and workflows such as call routing, scheduling, and handling customer queries through AI-powered intelligent virtual assistants. This frees up agents to focus on more complex issues, boosting efficiency and reducing operational costs.
AI bots, including intelligent virtual assistants and agent copilots, simulate human interactions and assist agents by automating specific workflows. They assist customers by answering queries, resolving common issues, and directing them to the right resources, significantly improving response times. They assist agents by automating tasks such as writing interaction summaries, providing real time coaching or delivering contextual knowledge.
AI enables advanced self-service capabilities, such as intelligent voice systems and virtual agents, empowering customers to find solutions without agent intervention. This enhances customer autonomy and reduces wait times.
AI tools offer real-time analytics, helping managers track agent performance, customer satisfaction, and operational efficiency. These insights enable proactive decision-making and continuous service improvement.
AI contact center automation dramatically increases efficiency by handling repetitive tasks that would otherwise consume significant agent time. Functions such as answering FAQs, verifying customer identities, scheduling appointments, and processing payments are seamlessly managed by AI-powered systems. This automation allows human agents to focus on more complex, high-value interactions that require empathy and critical thinking.
AI also minimizes human errors and ensures consistency in customer responses, resulting in faster resolution times and improved customer satisfaction. With predictive call routing and real-time assistance, agents receive the information they need at the right moment, helping them resolve issues more efficiently.
Natural language processing (NLP) is crucial to the success of AI contact center automation, as it enables bots to understand, interpret, and respond to human language naturally and contextually. NLP drives AI-powered chatbots, voice assistants, and sentiment analysis tools that can engage with customers in a human-like manner.
For instance, NLP allows AI systems to detect the intent behind a customer’s message, even when it’s phrased colloquially or includes errors. Sentiment analysis helps contact centers gauge customer emotions and respond appropriately, improving the overall experience. Advanced NLP also facilitates multilingual support, enabling businesses to serve a global audience without hiring native speakers for each language.
AI contact center automation enhances personalization by analyzing vast amounts of customer data to create tailored experiences. By integrating AI-driven customer relationship management (CRM) tools, businesses can deliver customized recommendations, proactive solutions, and personalized greetings based on a customer’s history and preferences.
For example, AI can analyze past interactions to predict customer needs, allowing businesses to offer relevant solutions before the customer even asks. Personalized experiences help build stronger customer relationships and foster brand loyalty, ultimately boosting customer satisfaction and retention.
AI can also recognize returning customers and provide context for ongoing issues, eliminating the need for them to repeat information. This seamless and personalized service significantly reduces frustration and improves the customer journey.
Integrating AI contact center automation helps businesses overcome numerous operational challenges, including scalability, high operational costs, and inconsistent service quality. By automating routine tasks, companies can scale their operations without needing to hire large numbers of additional agents. This is particularly valuable for businesses with fluctuating call volumes.
Another key challenge addressed by AI is the lack of real-time insights. AI systems offer continuous monitoring and real-time analytics, allowing managers to make data-driven decisions quickly. For instance, AI can track customer sentiment trends and agent performance, helping teams identify and correct issues before they escalate.
AI integration also improves omnichannel support, enabling businesses to provide consistent service across voice, chat, email, and social media platforms. While initial implementation may require changes in infrastructure and training, the long-term benefits—improved efficiency, better customer satisfaction, and reduced costs—are well worth the investment.
Discover the power of Verint Da Vinci AI
We’d love to show you how Verint Da Vinci is changing the way enterprises are better serving their customers, while also making the most of every interaction. Connect with a Verint representative today.
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