Verint Announces New and Unique CX/EX Scoring Bot
Verint (NASDAQ: VRNT) has announced a new CX/EX Scoring Bot as part of their Agent Copilot Bots suite, running on the Verint Open Platform. This innovative bot provides real-time customer experience (CX) and employee experience (EX) scoring, offering immediate insights instead of traditional post-interaction surveys.
The bot utilizes proprietary AI models to analyze customer experience, agent satisfaction, and emotional connections during interactions. A major hospitality company has already implemented the bot, reporting improvements in customer and employee experience levels, along with reduced attrition rates.
This addition complements existing Verint solutions like the Knowledge Automation Bot, which reduces call length by approximately 45 seconds, and the Wrap Up Bot, which saves about 60 seconds per call through automated summaries.
Verint (NASDAQ: VRNT) ha annunciato un nuovo Scoring Bot CX/EX come parte della loro suite di Agent Copilot Bots, operante sulla piattaforma aperta di Verint. Questo bot innovativo fornisce punteggi in tempo reale per l'esperienza del cliente (CX) e per l'esperienza dei dipendenti (EX), offrendo intuizioni immediate invece dei tradizionali sondaggi post-interazione.
Il bot utilizza modelli di intelligenza artificiale proprietari per analizzare l'esperienza del cliente, la soddisfazione degli agenti e le connessioni emotive durante le interazioni. Una grande azienda del settore dell'ospitalità ha già implementato il bot, riportando miglioramenti nei livelli di esperienza dei clienti e dei dipendenti, insieme a tassi di abbandono ridotti.
Questa aggiunta completa le soluzioni esistenti di Verint come il Knowledge Automation Bot, che riduce la durata delle chiamate di circa 45 secondi, e il Wrap Up Bot, che risparmia circa 60 secondi per chiamata attraverso riassunti automatizzati.
Verint (NASDAQ: VRNT) ha anunciado un nuevo Bot de Puntuación CX/EX como parte de su suite de Agent Copilot Bots, funcionando en la Plataforma Abierta de Verint. Este bot innovador proporciona puntuaciones en tiempo real de la experiencia del cliente (CX) y de la experiencia del empleado (EX), ofreciendo información inmediata en lugar de las tradicionales encuestas post-interacción.
El bot utiliza modelos de IA propietarios para analizar la experiencia del cliente, la satisfacción del agente y las conexiones emocionales durante las interacciones. Una importante empresa de hospitalidad ya ha implementado el bot, reportando mejoras en los niveles de experiencia de clientes y empleados, junto con la reducción de las tasas de abandono.
Esta adición complementa las soluciones existentes de Verint, como el Knowledge Automation Bot, que reduce la duración de las llamadas en aproximadamente 45 segundos, y el Wrap Up Bot, que ahorra alrededor de 60 segundos por llamada a través de resúmenes automatizados.
Verint (NASDAQ: VRNT)는 Verint 오픈 플랫폼에서 작동하는 Agent Copilot Bots 제품군의 일환으로 새로운 CX/EX 스코어링 봇을 발표했습니다. 이 혁신적인 봇은 고객 경험(CX)과 직원 경험(EX)에 대한 실시간 점수를 제공하여 전통적인 사후 상호작용 설문조사 대신 즉각적인 통찰력을 제공합니다.
이 봇은 고객 경험, 에이전트 만족도 및 상호작용 중 감정적 연결을 분석하기 위해 독점 AI 모델을 사용합니다. 한 대형 환대업체는 이미 이 봇을 도입했으며, 고객 및 직원 경험 수준의 개선과 이직률 감소를 보고했습니다.
이 추가 기능은 통화 길이를 약 45초 단축하는 Knowledge Automation Bot 및 자동 요약을 통해 통화당 약 60초를 절약하는 Wrap Up Bot과 같은 기존 Verint 솔루션을 보완합니다.
Verint (NASDAQ: VRNT) a annoncé un nouveau Bot de Scoring CX/EX dans le cadre de sa suite de Bots Agent Copilot, fonctionnant sur la plateforme ouverte de Verint. Ce bot innovant fournit des scores en temps réel pour l'expérience client (CX) et l'expérience employé (EX), offrant ainsi des insights immédiats plutôt que des enquêtes traditionnelles après interaction.
Le bot utilise des modèles d'IA propriétaires pour analyser l'expérience client, la satisfaction des agents et les connexions émotionnelles durant les interactions. Une grande entreprise d'hospitalité a déjà mis en œuvre le bot, signalant des améliorations dans les niveaux d'expérience des clients et des employés, ainsi qu'une réduction des taux d'attrition.
Cette addition complète les solutions existantes de Verint, telles que le Knowledge Automation Bot, qui réduit la durée des appels d'environ 45 secondes, et le Wrap Up Bot, qui permet d'économiser environ 60 secondes par appel grâce à des résumés automatisés.
Verint (NASDAQ: VRNT) hat einen neuen CX/EX Scoring Bot als Teil ihrer Agent Copilot Bots Suite angekündigt, der auf der Verint Open Platform läuft. Dieser innovative Bot bietet Echtzeit-Bewertungen für das Kundenerlebnis (CX) und das Mitarbeitererlebnis (EX) und liefert sofortige Einblicke anstelle traditioneller Nach-Interaktionsumfragen.
Der Bot nutzt proprietäre KI-Modelle, um das Kundenerlebnis, die Zufriedenheit der Agenten und emotionale Verbindungen während der Interaktionen zu analysieren. Ein großes Hospitality-Unternehmen hat den Bot bereits implementiert und berichtet von Verbesserungen in den Erfahrungen von Kunden und Mitarbeitern sowie von reduzierten Fluktuationsraten.
Diese Ergänzung ergänzt bestehende Verint-Lösungen wie den Knowledge Automation Bot, der die Anrufdauer um etwa 45 Sekunden verkürzt, und den Wrap Up Bot, der durch automatisierte Zusammenfassungen etwa 60 Sekunden pro Anruf spart.
- Introduction of real-time CX/EX scoring capability, replacing delayed survey feedback
- Demonstrated success with a major hospitality client showing reduced customer and agent attrition
- Integration with existing solutions that reduce call handling time by up to 105 seconds
- None.
Insights
The new CX/EX Scoring Bot represents an incremental but noteworthy advancement in Verint's AI-powered contact center solutions. The technology leverages proprietary AI models to provide real-time scoring of customer and employee experiences, moving beyond traditional post-interaction surveys. While innovative, the impact on Verint's business is likely to be modest in the near term.
The bot integrates with Verint's existing Agent Copilot platform, which has already demonstrated tangible efficiency gains through features like the Knowledge Automation Bot (45-second call reduction) and Wrap Up Bot (60-second call reduction). The real-time nature of the scoring system could provide competitive differentiation, but adoption and revenue impact will take time to materialize.
Early customer feedback from the hospitality sector shows promise in reducing both customer and agent attrition, though specific metrics aren't provided. This technology aligns with the broader industry trend toward real-time analytics and automated agent assistance.
Newest Addition to Verint Agent Copilot Bots Delivers Customer Experience and Employee Experience Real-Time Scores and Insights
CX/EX Scoring Bot (Photo: Business Wire)
A new addition to Verint Agent Copilot Bots, Verint CX/EX Scoring Bot goes beyond GenAI and uses unique, proprietary AI models to provide unparalleled insight into customer experience, agent satisfaction and the emotional connection between customers and agents. With a real-time score for both customer experience (CX) and employee experience (EX) for every call, contact center teams can now enhance agent interactions and customer satisfaction.
“You can’t improve what you don’t measure. The Verint CX/EX Scoring Bot delivers a unique approach to measuring the human experience,” says Josh Feast, Verint’s general manager, AI-powered Real-time Coaching. “These richer CX and EX insights provide the accurate and timely data needed to deliver strong AI business outcomes driven by elevated customer satisfaction, reduced customer churn and increased efficiency in the contact center.”
Customer Reported AI Business Outcomes
A major hospitality company uses the CX/EX Scoring Bot for real-time metrics instead of lagging survey indicators to identify trends and offer timely, relevant guidance for CX improvements. A spokesperson said that Verint CX/EX Scoring Bot has been instrumental in achieving their goal of taking care of every hotel owner and guest. The bot delivers significant improvement in customer and employee experience levels, resulting in reduced attrition numbers both for the contact center customers as well as the agents.
A New Addition to Verint Open Platform
Verint Open Platform delivers strong, tangible AI business outcomes across the contact center and enterprise CX functions. The platform includes several Verint Agent Copilot Bots that leverage AI to augment agents, help brands dramatically increase agent capacity, and improve CX and EX. Examples of Verint Agent Copilot Bots include Verint Knowledge Automation Bot, which agents use to automate knowledge searches and reduce call length by approximately 45 seconds, and Verint Wrap Up Bot, which agents use to automate call summaries and reduce call length by approximately 60 seconds.
Verint CX/EX Scoring Bot, the newest addition to the platform, is another Verint Agent Copilot Bot that leverages AI to measure CX and EX accurately in real time instead of relying solely on surveys that occur after the fact.
Visit Verint CX/EX Scoring 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, Now™ 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.
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View source version on businesswire.com: https://www.businesswire.com/news/home/20241204548609/en/
Media Relations
Andi Barnett
andrea.barnett@verint.com
Investor Relations
Matthew Frankel
matthew.frankel@verint.com
Source: Verint
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