Verint today showcased the latest innovations leveraging AI and analytics to support the real-time work imperative at its Verint Engage21 customer conference, taking place today until Friday.
These solutions are all powered by Verint DaVinci AI and Analytics. Verint Da Vinci AI and Analytics infuses advanced machine learning models, natural language processing, intent models, sentiment models and analytics engines into the Verint Customer Engagement Cloud Platform and solutions portfolio, leveraging an applied AI approach to drive improved business outcomes.
Omer Minkara, Aberdeen vice president and principal analyst in the Aberdeen report, The ROI of Real-Time Agent Guidance: How AI Helps Align Agent Performance With Customer Expectations, said: “Our research finds that agents spend 14% of their time seeking information they need to help customers.
“Providing automated real-time guidance allows agents to find what they need and boost productivity. Organisations using these AI capabilities enjoy 2.4 times greater annual increase in agent productivity and 11.5 times greater annual improvement (a decrease) in service costs.”
While AI has historically been a black-box technology managed exclusively by IT, it has moved from the data centre to the farthest reaches of the enterprise to fulfil its role of empowering employees, embedding AI in human activity to support better, faster decision making in real-time. This is critical to empower organisations to handle increasing customer engagement demands and complexity in the post-COVID era.
Verint’s Celia Fleischaker, chief marketing officer, added: “Customers and employees need answers at the speed of now, and that’s why real-time work solutions and strategies are a huge focus of our Future of Work theme at our customer conference this year.
“As organisations seek to resolve the Engagement Capacity Gap, they need solutions to help with understanding and acting on rapidly changing customer behaviours, while managing the growth in volume of customer interactions – the two biggest challenges voiced by respondents in our survey conducted in November-December 2020.
“As well, they are empowering employees to be successful in the modern workforce, where rapid innovation in AI and analytics is shaping the Future of Work in customer engagement.”
Key innovations in the Verint Cloud Platform featured on the main stage at Engage21 are:
Real-Time Agent Assist: This combines in-the-moment AI analysis of customer interactions and agent desktop activities – and in real-time, automatically detect unique moments of truth such as customer complaints, escalations, positive and negative sentiment, long silences, interruptions, compliance risks, coaching opportunities and more. Agents and managers receive real-time guidance, alerts and coaching with next best action and insights on how to improve interactions.
Contextual Knowledge: This uses patented AI to create a more automated, natural and effective way to connect people to answers. AI-infused contextual knowledge can be surfaced automatically and in real time so that agents and managers can respond with the right answer avoiding long searches for knowledge.
Verint Intelligent Virtual Assistant (IVA) for Agent Assist: This provides human agents with AI-powered continuous support during calls and chats and allows agents to improve average handle time, response accuracy and compliance, training ramp time, and customer experience. The solution eliminates escalations to managers, and manual searches for answers as it learns each business and its respective processes to intelligently support the workforce.
