Customer experience (CX) automation is a necessary reality in the contact center industry today. Companies are looking to elevate CXs while simultaneously lowering costs. For many organizations, budgets do not allow for the hiring of more human workers. To achieve their strategic CX-centric goals, they need a new approach to increase CX automation in their contact center.
CX automation company Verint announced this week that a leading online retailer is expanding its Verint deployment to deliver improved artificial intelligence (AI) business outcomes across its e-commerce website, as well as for its contact center. The unnamed company sought to improve the digital experience for customers interacting with its online retail business.
Verint Intelligent Virtual Assistant (IVA) was chosen to automate customer support and transactions with the goal of reducing contact center agent costs. In addition, the retailer chose several Verint AI-powered bots to be deployed across its 400-agent contact center to increase agent capacity, provide AI assistance and elevate the customer's overall experience.
Verint Intelligent Virtual Assistant was created to enable the quick and easy deployment of CX automation across voice and digital channels. The tool deploys alongside existing IVR technologies. Companies can increase traffic and call flow to Verint IVA at their own pace, and the company notes that containment increases with every call flow added to Verint IVA.
“Verint Open Platform powers tangible AI business outcomes for online retailers across their e-commerce website and their contact center,” said Verint’s Chief Revenue Officer, Steve Seger, as part of the announcement of this customer win. “Our open approach enables flexibility, modularity and future proofs their strategy. Retailers can quickly deploy AI-powered bots in their existing ecosystem and increase CX automation.”
On a closing note, it's worth noting that Opus Research named Verint IVA as a leader with top scores for product completeness, flexibility, and strategic potential among the other providers evaluated.
Edited by
Alex Passett
