Power AI Contact Center Automation with Verint Da Vinci™ AI-Powered Bots
Verint Da Vinci AI-Powered Bots maximize impact by injecting 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 contained 6M digital customer conversations with a 95% containment rate using Verint IVA.
$2M Saved
An insurer uses the Exact Transcription Bot to identify reasons for repeat calls, and eliminated 400,000 repeat calls.
What is Verint Da Vinci AI
Verint Da Vinci AI is core to Verint Platform and powers the applications you use every day. Verint 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.
Specialized bots are how Verint Da Vinci AI is delivered. We build, train, and embed AI models once and they can benefit multiple specialized bots. These bots are then trained on your customer data so they are highly accurate and effective to deliver significant ROI.
Watch: A Bot For Every WorkflowSpecialized Bots augment your human workforce
Verint injects AI directly into business workflows, putting AI at your users’ fingertips. We do this through a team of specialized bots, that each perform a specific task to help your employees.
With these bots, you can remove manual tasks from your customer engagement processes and achieve CX automation. Each bot performs a single task 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 specialized bots continuously improve their expertise and accuracy by training on engagement data in the Engagement 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 IVA.
- $9M Saved
A bank reduced call time by 20 sec by giving agents real-time knowledge, through the Knowledge Automation Bot, 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 the Exact Transcription Bot 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 Coaching Bot.
- +39 NPS
A mortgage lender increased NPS from +3 to +39 through real-time agent coaching with Verint Coaching Bot.
Verint Da Vinci is the Bot Factory
Verint Da Vinci combines the best of commercial, open source, and proprietary AI and provides it to all Verint bots and applications from the core of the platform.
This open approach means that all bots are powered by the best available AI models for their specific task. AI is evolving at a rapid pace so as the “best model” changes over time, our team at the bot factory can adjust and apply new models. Our customers can rest assured that Verint Da Vinci will continue to keep pace and adopt the latest AI models.
Verint Engagement Data Hub is the bot gym
Better data makes better AI. Our bots are trained on both historical and real-time data to make smarter and faster decisions, with the data from Verint Engagement 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
AI at your fingertips
AI isn’t useful if it’s not there when you need it. Verint’s specialized bots are injected directly into the workflows your employees use every day. This means your blended workforce of humans and bots work together seamlessly. When a bot can complete a task to help your agent, like summarizing a call or finding the right knowledge article, the bot works automatically, without the agent needing to do anything. This helps to increase agent efficiency while improving your customer experience.
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 for our team of specialized bots.
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 Engagement 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.
Verint Da Vinci services give open access to AI capabilities
Data Insights Bot
The Data Insights Bot can help you translate business intelligence into actionable insights, enabling you to realize a quick return on investment. Beyond just requested reports, the bot proactively offers useful information you should also keep an eye on.
This is made possible by best-of-breed AI algorithms surfacing anomalies, trends, and correlations within your multi-source engagement data. Using generative AI, the solution produces easy-to-understand audio-visual explanation of your graphs, charts, and dashboards.
Interaction Wrap Up Bot
Verint Interaction Wrap Up Bot uses generative AI to automatically craft a call summary at the conclusion of an interaction, dramatically reducing 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.
PII Redaction Bot
With Verint Da Vinci Redaction, sensitive PII data can be removed or masked so that it cannot be accessed by anyone without specific permission. One of the challenges to meeting privacy regulations and government or industry regulations is accurately identifying interactions containing personally identifiable information (PII).
PII is any customer data that can be used to identify a specific individual. This includes information such as names, addresses, social security numbers, and date of birth which is often collected during the verification process or when updating customer information.
Call Risk Scoring Bot
Using AI algorithms, the Call Risk Scoring Bot analyzes more than 60 data points from telecom metadata and caller behavioral analytics then assigns a risk score to every call made into the contact center. To ensure that the bot can efficiently identify and fend off fraudsters’ ever-evolving tactics, we regularly collaborate with fraud analysts and business sponsors.
Call Risk Scoring Bot 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.
Knowledge Automation Bot
Verint Knowledge Automation Bot uses the power of AI to deliver the right knowledge at the right time to increase agent capacity and drive business outcomes. A single search bar allows for search across all knowledge sources, eliminating the need for multiples searches.
The bot then uses generative AI to summarize search results into a single answer that is specially curated for the contact center — making answers easy for agents to consume.
Exact Transcription Bot
Your contact center agents have thousands of conversations with customers every day. These conversations are a gold mine of information about what your customers need, what frustrates them, and how your agents are trying to help.
The Exact Transcription Bot offers market-leading transcription accuracy at the lowest cost. The bot trains on your specific data and is continuously learning and creating customized models with new terms. These transcripts power applications like Verint Speech Analytics and Verint Automated Quality Management and can also access the transcripts directly.
CX/EX Scoring Bot
The CX/EX Scoring Bot uses unique AI models to measure conversation dynamics in every phone call. The CX and EX scores provide unparalleled insight into the drivers of customer experience – including customer effort, agent effectiveness, and the emotional connection between customers and their agent. With a CX and EX score for every call, your customer experience teams can more accurately and more reliably predict customer retention and drive loyalty. Learn More
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
This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.
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.
Thank You
Thank you for your request. A Verint team member will follow up with you soon.