At its annual Verint Engage customer conference, Verint’s theme and message was clear and focused – AI business outcomes, now (the company even trademarked that phrase).
Verint launched its Open Platform, with Verint Da Vinci AI at the core, one year ago, and since then, customers have been purchasing and deploying various bots and are reporting strong business outcomes. Verint notes that the large majority of new deals over the past quarter included AI-powered bots and over 50% of its largest customers have purchased at least one bot.
A big focus of the event was highlighting the business outcomes customers have attained from Verint’s AI bots. A key message is that you can start small with one or two bots, achieve significant business outcomes, and then grow by adding more users or other bots and use cases to get even more value.
Verint Chairman & CEO Dan Bodner noted that while all customers are looking at bots, most have to overcome objections related to data security, as well as “analysis paralysis.” To help customers move forward with AI, Verint’s approach is to let customers start anywhere, scale at their own pace, and validate results in their own environment. This way, businesses can get the value of AI within their current ecosystem and workflows with little risk.
For example, an insurance company deployed Verint’s Wrap-Up Bot in January 2024 for 300 agents and expanded this to 30,000 agents in July. By reducing average call length by 30 seconds while improving wrap-up time and quality, the company increased agent capacity by the equivalent of $70 million in potential savings.
As another example, a bank deployed Verint’s real-time Coaching Bot to guide agents to offer customers the right product at the right moment. The Coaching Bot listens to the call real-time and provides guidance to the agent regarding which product to recommend at critical moments. By improving agent effectiveness, the bank increased sales by 48% across 500 agents in only two months.
Verint reiterated that businesses don’t have to wait and can get proven results right away. With Verint Open Platform, there’s no need for businesses to change their ecosystem or business workflows and they can start small and expand as the benefits prove themselves. Companies can deploy one or more bots at their own pace, start at low volume and prove outcomes, and see benefits in 60 days.
Self-described “Head Geek,” Jaime Meritt, Chief Product Officer, discussed outcomes that contact centers and businesses are seeking and how Verint is focused on providing these business outcomes to customers. As Meritt noted, companies are getting real value from AI now, and Verint Open Platform helps companies increase agent capacity, improve containment, shave minutes off of calls, and more, in a short period of time.
During the event Verint made several announcements and introduced a few new bots:
Not to be left behind the copilot craze, Verint introduced its own Agent Copilot Bots: Coaching Bot, Wrap-Up Bot, Smart Transfer Bot, and Knowledge Automation Bot, all accessible through a single user interface to increase agent capacity and reduce interaction times. Each bot performs a single task for agents and is embedded into existing workflows to drive additive ROI.
In this video interview, Heather Richards, VP, Go-to-Market Strategy at Verint, described the Verint Smart Transfer Bot and Knowledge Automation Bot, and the outcomes that businesses can expect. She discussed how the Knowledge Automation Bot works with various enterprise knowledge management systems and provides knowledge in an easily consumable way to agents and customers. She also discussed how Verint’s Open Platform lets customers access any of the bots regardless of which CCaaS or platform they’re using, and whether in the cloud or on-premise.
The Genie Bot got a lot of buzz and was eagerly anticipated by several of the Verint customers I spoke with at the event. Embedded in Verint’s Speech Analytics solution, the Genie Bot makes it easy for business analysts to get more business insights in shorter amounts of time. In the video below, Daniel Ziv, VP, Go-to-Market Strategy, AI & Analytics, discussed how Genie Bot uses GenAI to let business analysts and others ask questions, drill down into trends or issues, validate the results with drill down into specific calls and then present the results in an easily consumable form.
Several key messages were hammered home with proof points and customer examples:
Throughout the event, Verint was laser-focused on customer proof points demonstrating the value and benefits customers are getting from the bots. Whether in the various breakout sessions or on the main stage, the theme “AI Business Outcomes, Now” was reiterated, with customer proof points and quantitative data. Verint’s message was loud and clear – you don’t have to wait or change your ecosystem to get results now. Based on the conversations I had with Verint customers during the event, that message is resonating.
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