Leading Bank Reports Major CX Improvement Driven by Verint AI-powered Bots
Verint (NASDAQ: VRNT), a leader in CX Automation, announced a significant improvement in a leading bank's contact center Net Promoter Score® (NPS). The bank's NPS improved twelvefold via Verint's AI-powered Quality Bot and Coaching Bot.
The Quality Bot automates quality processes, offering a consistent view of performance, while the Coaching Bot provides real-time assistance to agents handling complex mortgage queries. This combination enhanced the bank's customer experience (CX), elevating its NPS from 3 to 39 points.
Verint's David Singer, Global VP, stated that these bots help brands focus on customer engagement and satisfaction through Verint's Open Platform and best-in-class AI automation.
Verint (NASDAQ: VRNT), leader nell'automazione dell'esperienza cliente (CX), ha annunciato un miglioramento significativo nel Net Promoter Score® (NPS) di un'importante banca. L'NPS della banca è migliorato di dodici volte grazie al Quality Bot e al Coaching Bot alimentati dall'AI di Verint.
Il Quality Bot automatizza i processi di qualità, offrendo una visione coerente delle prestazioni, mentre il Coaching Bot fornisce assistenza in tempo reale agli agenti che gestiscono query complesse sui mutui. Questa combinazione ha migliorato l'esperienza del cliente (CX) della banca, elevando il suo NPS da 3 a 39 punti.
David Singer di Verint, VP Globale, ha dichiarato che questi bot aiutano i marchi a concentrarsi sul coinvolgimento e sulla soddisfazione del cliente attraverso la piattaforma aperta di Verint e l'automazione AI di livello superiore.
Verint (NASDAQ: VRNT), un líder en automatización de CX, anunció una mejora significativa en el Net Promoter Score® (NPS) del centro de contacto de un banco líder. El NPS del banco mejoró doce veces gracias al Quality Bot y al Coaching Bot impulsados por IA de Verint.
El Quality Bot automatiza los procesos de calidad, ofreciendo una vista coherente del rendimiento, mientras que el Coaching Bot proporciona asistencia en tiempo real a los agentes que manejan consultas complejas sobre hipotecas. Esta combinación mejoró la experiencia del cliente (CX) del banco, elevando su NPS de 3 a 39 puntos.
David Singer de Verint, VP Global, declaró que estos bots ayudan a las marcas a centrarse en el compromiso y la satisfacción del cliente a través de la plataforma abierta de Verint y la automatización de IA de primera clase.
Verint (NASDAQ: VRNT), 고객 경험 자동화(CX) 분야의 선두주자인 Verint는 주요 은행의 연락센터 순추천지수(Net Promoter Score®, NPS)의 중요한 개선을 발표했습니다. 이 은행의 NPS는 Verint의 AI 기반 품질 봇 및 코칭 봇 덕분에 12배 향상되었습니다.
품질 봇은 품질 프로세스를 자동화하여 일관된 성과 관점을 제공하며, 코칭 봇은 복잡한 모기지 문의를 처리하는 상담원에게 실시간 지원을 제공합니다. 이 조합은 은행의 고객 경험(CX)을 개선하여 NPS를 3점에서 39점으로 끌어올렸습니다.
Verint의 글로벌 VP인 David Singer는 이러한 봇이 Verint의 오픈 플랫폼과 세계적 수준의 AI 자동화를 통해 브랜드가 고객 참여 및 만족에 집중하는 데 도움이 된다고 밝혔습니다.
Verint (NASDAQ: VRNT), un leader de l'automatisation de l'expérience client (CX), a annoncé une amélioration significative du Net Promoter Score® (NPS) d'un centre de contact d'une grande banque. Le NPS de la banque a été multiplié par douze grâce au Quality Bot et au Coaching Bot alimentés par l'IA de Verint.
Le Quality Bot automatise les processus de qualité, offrant une vue cohérente des performances, tandis que le Coaching Bot fournit une assistance en temps réel aux agents traitant des requêtes complexes sur les prêts immobiliers. Cette combinaison a amélioré l'expérience client (CX) de la banque, faisant passer son NPS de 3 à 39 points.
David Singer de Verint, VP mondial, a déclaré que ces bots aident les marques à se concentrer sur l'engagement et la satisfaction des clients grâce à la plateforme ouverte de Verint et à l'automatisation de l'IA de premier plan.
Verint (NASDAQ: VRNT), ein führendes Unternehmen in der CX-Automatisierung, gab eine signifikante Verbesserung des Net Promoter Score® (NPS) eines führenden Bank-Kontaktcenters bekannt. Der NPS der Bank verbesserte sich durch den AI-basierten Quality Bot und Coaching Bot von Verint um das Zwölffache.
Der Quality Bot automatisiert Qualitätsprozesse und bietet eine konsistente Sicht auf die Leistung, während der Coaching Bot Echtzeitunterstützung für Agenten bietet, die komplexe Hypothekenanfragen bearbeiten. Diese Kombination verbesserte die Kundenerfahrung (CX) der Bank und erhöhte ihren NPS von 3 auf 39 Punkte.
David Singer von Verint, Global VP, erklärte, dass diese Bots Marken helfen, sich durch Verints offene Plattform und erstklassige AI-Automatisierung auf Kundenengagement und -zufriedenheit zu konzentrieren.
- The bank's NPS improved from 3 to 39 points, indicating significant customer satisfaction.
- Verint's AI-powered bots enhanced CX by automating quality processes and providing real-time agent assistance.
- None.
Insights
The reported twelvefold improvement in Net Promoter Score (NPS) from 3 to 39 points is a significant achievement for the unnamed leading bank. This substantial increase in customer satisfaction could potentially lead to increased customer retention and revenue growth. However, it's important to note that the article doesn't provide specific financial metrics or ROI figures related to this improvement.
From an investor's perspective, Verint's AI-powered bots demonstrate a strong value proposition in the competitive CX automation market. The success story of a leading bank could attract more financial institutions to Verint's solutions, potentially driving future sales growth. However, without concrete financial data or market share information, it's challenging to quantify the direct impact on Verint's bottom line or stock performance.
Verint's AI-powered Quality Bot and Coaching Bot showcase an innovative application of artificial intelligence in customer experience management. The Quality Bot's ability to automate the quality process and create a consistent view of agent performance addresses a critical pain point in contact centers. Meanwhile, the Coaching Bot's targeted assistance to struggling agents demonstrates intelligent, data-driven intervention.
The synergy between these two bots represents a sophisticated AI ecosystem that can significantly enhance contact center operations. This level of automation and real-time support could potentially reduce training costs and improve agent efficiency. However, it's important to consider potential challenges such as data privacy concerns and the need for continuous AI model updates to maintain effectiveness in a rapidly changing customer service landscape.
The dramatic improvement in NPS score reported by the bank indicates a strong market validation for Verint's CX automation solutions. This success story could serve as a powerful case study for Verint's marketing efforts, potentially attracting more clients in the financial sector and beyond. The emphasis on putting customers at the center of every engagement aligns well with current market trends focusing on personalized customer experiences.
However, it's worth noting that the CX automation market is highly competitive, with several major players vying for market share. While Verint's Open Platform approach could be a differentiator, investors should consider how this compares to competitors' offerings. Additionally, the lack of specific information about the bank or the scale of deployment limits our ability to fully assess the market impact. Future announcements of similar successes across various industries would further strengthen Verint's market position.
The Verint Quality Bot was deployed to automate the quality process and create an accurate, consistent view of performance and agent skills in the contact center. The Verint Coaching Bot was deployed to provide real-time assistance to agents who need help. Based on agent performance data created by the Quality Bot, the Coaching Bot delivered guidance only to those who were struggling to respond to complex mortgage inquiries.
As a result of the Verint Quality and Coaching Bots working together, the bank reported major customer experience (CX) improvement in their contact center and increased their NPS score from three points before the bot deployment to 39 points post deployment.
“Both our Verint Quality and Coaching Bots support brands in putting their customers at the center of every engagement and transaction,” says Verint’s David Singer, global vice president, Go-to-Market. “With the Verint Open Platform and best-of-breed AI-powered bots enabling greater CX automation, contact centers are increasing customer satisfaction and loyalty by reimagining the customer experience.”
Visit Verint Open Platform to learn more.
About Verint
Verint® (NASDAQ: VRNT) is a leader in customer experience (CX) automation. The world’s most iconic brands - including more than 80 of the Fortune 100 companies - use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI business outcomes across the enterprise.
Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®. Learn more at Verint.com.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2024, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
VERINT, VERINT DA VINCI, VERINT OPEN CCAAS, THE CX AUTOMATION COMPANY, THE CUSTOMER ENGAGEMENT COMPANY AND THE ENGAGEMENT CAPACITY GAP are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.
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Media Relations
Sue Huss
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Investor Relations
Matthew Frankel
matthew.frankel@verint.com
Source: Verint
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