Future of Work News Free eNews Subscription

Fortune 500 Company Boosts Quality Monitoring with Verint Quality Bots

By

One of the major costs of doing business has always been the need for quality management, or monitoring operations to ensure that poor quality transactions are not affecting the customer relationship. The work is important for maintaining a high quality customer experience and efficient operations, but it’s not directly revenue-generating, and human monitoring can only catch errors in a small number of transactions because of time limitations. Increasingly, companies are tapping AI technology in the form of bots to engage in this work, and they are reaping the financial rewards.

Customer experience automation company Verint announced that a Fortune 500 brand that recently deployed Verint Quality Bots to modernize its quality program achieved significant AI business outcomes with an estimated savings of $2 million.

Verint Quality Bots were designed to augment a company’s human workforce and help it elevate its quality and compliance strategy without disrupting operations. By reviewing up to 100 percent of interactions across all channels — voice and digital, human and bot — Verint Quality Bots can improve service quality, customer experience (CX), compliance and employee performance.

The unnamed Verint customer transitioned from a manual, time-consuming quality process to a modern streamlined quality process using the AI-powered Verint Quality Bots to evaluate agents across 100 percent of their customer interactions. The Quality Bots increased the scope and accuracy of the program while decreasing the manual effort required.

The brand reported that the deployment of the Verint Quality Bots saved approximately $2 million, equivalent to 20 full-time quality managers. As a result, managerial capacity was freed up to focus more on agent coaching to further elevate the customer experience (CX). The Verint Quality Bots also drove a 34 percent increase in agent evaluation accuracy, contributing to more accurate coaching, higher performance and higher employee satisfaction.

“With Verint Quality Bots, brands can get up and running, realizing significant ROI in 30 days,” said Verint’s David Singer, global vice president, go-to-market strategy. “We are delivering powerful automation and speed to the quality management equation. Verint’s embedded AI-powered machine learning capabilities ensure quality monitoring programs are flexible and attuned to meet the evolving requirements and expectations of organizations as well as customers across all channels.”




Edited by Greg Tavarez
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Future of Work Contributor

SHARE THIS ARTICLE

Related Articles

Future of Work Expo 2025: UCaaS Drives the Future of Work

By: Greg Tavarez    2/12/2025

At Future of Work Expo 2025, part of the #TECHSUPERSHOW, a panel session, "Why UCaaS Is the Future of Work," explained why UCaaS is so central for the…

READ MORE

Is the Future of Work Powered by AI? Find Out at Future of Work Expo 2025

By: Alex Passett    2/11/2025

Future of Work Expo 2025 began today at the Broward County Convention Center in Fort Lauderdale, Florida. This story shares some details from the Futu…

READ MORE

Cybersecurity and Privacy Discussed at Future of Work Expo 2025

By: Greg Tavarez    2/11/2025

The flow of sensitive information, both within and outside organizations, is becoming harder to control.

READ MORE

Unified Office Announces Significant Expansion of its TCNIQ AI Analytics Suite of Products at Future of Work Expo 2025

By: TMCnet News    2/11/2025

Leading communications technology company Unified Office announced today the official expansion of its TCNIQTM AI-based business analytics suite of pr…

READ MORE

Small Meeting Rooms Revamped Thanks to Future of Work Expo and Future of CX Expo Platinum Sponsor Jabra

By: Greg Tavarez    2/7/2025

The PanaCast 40 VBS is designed to enhance small meeting spaces with cutting-edge technology and user-friendly features.

READ MORE