AI is being used to revolutionize customer engagement, and is helping to transform businesses across industries. From chatbots and personalized recommendations to sentiment analysis, the technology is empowering organizations to deliver even more exceptional customer experiences at scale.
Verint, The Customer Engagement Company, announced new capabilities in its Verint Da Vinci AI to accelerate time-to-value, enhance business processes, and empower the human workforce with advanced capabilities.
Verint Da Vinci AI is at the core of the Verint Open CCaaS Platform, and operates on a secure, data-driven AI architecture. By integrating commercial models like ChatGPT with proprietary AI capabilities, it empowers brands to unlock the full potential of AI and achieve tangible business results.
The AI models are trained on a rich dataset of customer engagement data accumulated over two decades, in addition to real-time data flowing through the Verint Open CCaaS Platform. This continuous training and tuning of Verint AI models ensure their ongoing success in delivering optimal performance.
One of the ways AI is helping agents with calls is with Verint Interaction Wrap-Up. It leverages generative AI as well as deep learning and algorithms like ChatGPT, to automate the task of interaction summarization with high accuracy. This saves time and labor costs, standardizes summary formats, and enhances customer experiences by minimizing time spent on reviewing previous interactions.
Verint Interaction Transfer Bot also utilizes AI to improve self-service functions. It enables seamless transitions from self-service to assisted service by providing agents with instant summaries of self-service interactions and eliminating the need for agents to read lengthy transcripts or ask customers to repeat information. With reduced handling times and improved customer satisfaction scores, agent's get a better understanding of the customer's needs and overall service quality is improved.
Verint Da Vinci A powers all of the company’s applications and is embedded into business process workflows to maximize customer experience (CX) automation according to company officials.
“With Verint Da Vinci AI, the latest AI capabilities are embedded directly into business processes to enable humans and bots to work together like never before and deliver CX automation throughout the enterprise,” said Heather Richards, vice president, go-to-market strategy at Verint.
Edited by
Greg Tavarez
