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
