Leading Healthcare Provider Expands Use of the Verint Interaction Wrap Up Bot from 300 to 30,000 Contact Center Agents
Verint (NASDAQ: VRNT) announced a significant expansion of its Interaction Wrap Up Bot deployment by a major healthcare provider. The AI-powered bot, which automates call wrap-up work and summarizes customer-agent dialogues, will now be used by 30,000 agents, up from the initial 300-agent deployment earlier this year. This expansion comes after the bot demonstrated tangible AI business outcomes in just a few months.
Jaime Meritt, Verint's chief product officer, highlighted that the bot can reduce average call duration by 30 seconds, potentially saving organizations millions of dollars annually. The order for this expansion was received in Verint's 2024 fiscal second quarter, marking a substantial growth in the adoption of Verint's CX automation technology.
Verint (NASDAQ: VRNT) ha annunciato un'importante espansione del suo bot per il riassunto delle interazioni, utilizzato da un importante fornitore di servizi sanitari. Il bot alimentato dall'IA, che automattizza il lavoro di riassunto delle chiamate e sintetizza i dialoghi tra clienti e agenti, sarà ora utilizzato da 30.000 agenti, in aumento rispetto ai 300 agenti iniziali attivati all'inizio di quest'anno. Questa espansione arriva dopo che il bot ha dimostrato risultati tangibili nell’ambito dell’IA in soli pochi mesi.
Jaime Meritt, direttore del prodotto di Verint, ha sottolineato che il bot può ridurre la durata media delle chiamate di 30 secondi, con un potenziale risparmio annuale di milioni di dollari per le organizzazioni. L'ordine per questa espansione è stato ricevuto nel secondo trimestre fiscale 2024 di Verint, segnando una crescita significativa nell'adozione della tecnologia di automazione CX di Verint.
Verint (NASDAQ: VRNT) anunció una ampliación significativa de la implementación de su bot de resumen de interacciones por parte de un importante proveedor de atención médica. El bot impulsado por IA, que automáticamente resume el trabajo de cierre de llamadas y sintetiza los diálogos entre clientes y agentes, ahora será utilizado por 30,000 agentes, un aumento respecto a la implementación inicial de 300 agentes a principios de este año. Esta ampliación se produce después de que el bot demostrara resultados empresariales tangibles gracias a la IA en solo unos pocos meses.
Jaime Meritt, director de productos de Verint, destacó que el bot puede reducir la duración promedio de una llamada en 30 segundos, lo que podría ahorrar a las organizaciones millones de dólares anualmente. El pedido para esta ampliación se recibió en el segundo trimestre fiscal de 2024 de Verint, marcando un crecimiento sustancial en la adopción de la tecnología de automatización de CX de Verint.
Verint (NASDAQ: VRNT)는 주요 의료 제공자의 상호작용 요약 봇 배치의 중요한 확장을 발표했습니다. 인공지능 기반의 이 봇은 전화 종료 작업을 자동화하고 고객과 상담원 간의 대화를 요약합니다는 기능을 가지며, 이제 30,000명의 상담원에 의해 사용될 예정입니다. 이는 올해 초 300명의 상담원으로 시작된 배치에서 크게 증가한 것입니다. 이 확장은 봇이 몇 달 만에 눈에 띄는 AI 비즈니스 결과를 보여준 후에 이루어졌습니다.
Verint의 제품 책임자 Jaime Meritt는 이 봇이 평균 통화 시간을 30초 줄일 수 있다고 강조하며, 이는 조직에게 연간 수백만 달러를 절약할 수 있는 잠재력이 있다고 말했습니다. 이번 확장 요청은 Verint의 2024 회계 연도 2분기에 접수되었으며, Verint의 CX 자동화 기술 채택에서 상당한 성장을 나타냅니다.
Verint (NASDAQ: VRNT) a annoncé une expansion significative de son déploiement du bot de résumé d'interactions par un important fournisseur de soins de santé. Le bot alimenté par l'IA, qui automatise le travail de clôture des appels et résume les dialogues entre clients et agents, sera désormais utilisé par 30 000 agents, contre 300 agents à l'origine, déployés plus tôt cette année. Cette expansion fait suite aux résultats commerciaux concrets obtenus grâce à l'IA en seulement quelques mois.
Jaime Meritt, directeur produit de Verint, a souligné que le bot peut réduire la durée moyenne des appels de 30 secondes, ce qui pourrait potentiellement faire économiser aux organisations des millions de dollars chaque année. La commande pour cette expansion a été reçue au deuxième trimestre fiscal 2024 de Verint, marquant une croissance substantielle dans l'adoption de la technologie d'automatisation CX de Verint.
Verint (NASDAQ: VRNT) hat eine bedeutende Erweiterung des Einsatzes seines Interaction Wrap Up Bots durch einen großen Gesundheitsdienstleister angekündigt. Der KI-gestützte Bot, der den Abschluss von Telefonaten automatisiert und die Dialoge zwischen Kunden und Agenten zusammenfasst, wird nun von 30.000 Agenten verwendet, im Vergleich zu den ursprünglich 300 Agenten, die zu Beginn des Jahres eingesetzt wurden. Diese Erweiterung erfolgt nach dem der Bot in nur wenigen Monaten greifbare Geschäftsergebnisse durch KI gezeigt hat.
Jaime Meritt, Chief Product Officer von Verint, betonte, dass der Bot die durchschnittliche Anrufdauer um 30 Sekunden reduzieren kann, was potenziell den Organisationen Millionen von Dollar jährlich sparen könnte. Die Bestellung für diese Erweiterung wurde im zweiten Quartal des Geschäftsjahres 2024 von Verint erhalten, was ein erhebliches Wachstum bei der Übernahme der CX-Automatisierungstechnologie von Verint markiert.
- Expansion of Interaction Wrap Up Bot deployment from 300 to 30,000 agents
- Demonstrated tangible AI business outcomes within a few months
- Potential to reduce average call duration by 30 seconds
- Increases agent capacity and enhances quality of call summaries
- Significant contract expansion indicates strong product demand
- None.
Insights
The expansion of Verint's Interaction Wrap Up Bot from 300 to 30,000 agents represents a significant 100-fold increase in deployment scale. This substantial growth suggests strong product performance and client satisfaction, potentially leading to increased revenue for Verint. The bot's ability to reduce average call duration by 30 seconds could translate to substantial cost savings for the healthcare provider, possibly in the
Verint's AI-powered Interaction Wrap Up Bot demonstrates significant technological advancement in customer experience automation. The rapid expansion from 300 to 30,000 agents indicates robust scalability and reliability of the system. Key technical benefits include:
- Automated call summaries, reducing manual effort
- Potential
30% reduction in average call duration - Enhanced quality and consistency of call documentation
This large-scale implementation showcases the bot's ability to handle high-volume, complex healthcare interactions effectively. The success of this deployment could pave the way for further AI integration in customer service operations across various industries, potentially revolutionizing contact center efficiency on a global scale.
The rapid adoption of Verint's Interaction Wrap Up Bot by a major healthcare provider signals a growing trend in the healthcare industry towards AI-driven efficiency solutions. This expansion could trigger a ripple effect, prompting other healthcare providers to explore similar technologies to remain competitive. The contact center automation market is projected to grow significantly and Verint's success in this high-profile implementation positions them as a leader in this space. However, potential challenges include:
- Data privacy concerns in healthcare
- Integration complexities with existing systems
- Potential resistance from human agents
Investors should monitor how Verint addresses these challenges and whether this success translates into increased market share and revenue growth in upcoming quarters.
Verint Bot Automates Wrap-Up Work and Can Reduce Average Call Duration by 30 Seconds
The healthcare provider uses the AI-powered Interaction Wrap Up Bot to automate their call wrap-up work and summarize dialog between customers and contact center agents. The initial 300-agent deployment launched earlier this year. In just a few months, the Verint bot delivered tangible AI business outcomes and drove dramatic contract expansion to 30,000 agents.
“Manual call wrap up requires enormous amounts of time and effort from contact center agents and can cost an organization millions of dollars annually,” says Verint’s Jaime Meritt, chief product officer. “The Interaction Wrap Up Bot delivers accurate call summaries and can reduce average call duration by 30 seconds, reducing handle time, increasing agent capacity and enhancing the quality and consistency of call summaries.”
The order was received in Verint's 2024 fiscal second quarter.
Visit Verint Interaction Wrap Up Bot 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.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240820047784/en/
Media Relations
Sue Huss
sue.huss@verint.com
Investor Relations
Matthew Frankel
matthew.frankel@verint.com
Source: Verint
FAQ
How many agents will now use Verint's Interaction Wrap Up Bot after the expansion?
What is the potential time savings per call using Verint's Interaction Wrap Up Bot?
In which fiscal quarter did Verint (VRNT) receive the order for the bot expansion?
What are the main functions of Verint's Interaction Wrap Up Bot?
