Verint Da Vinci AI Leverages the Latest Artificial Intelligence Innovations

Rhea-AI Summary

Verint introduces new Da Vinci AI capabilities to enhance business processes and augment the human workforce. The AI models are trained on customer engagement data and integrate commercially available models like ChatGPT. New capabilities include Verint Da Vinci Interaction Wrap-Up, which reduces after-call work for agents, and Verint Da Vinci Interaction Transfer, which improves customer experience by providing seamless transitions from self-service to assisted service.

Introducing New Verint Da Vinci AI Capabilities Built on Proprietary and Commercially Available AI Models

LAS VEGAS--(BUSINESS WIRE)-- ENGAGE 2023--Verint^® (NASDAQ: VRNT), The Customer Engagement Company^®, today introduced more Verint Da Vinci^™ AI capabilities to enable faster time-to-value, enrich business processes, and augment the human workforce.

Architected at the core of the Verint Open CCaaS Platform^™, Verint Da Vinci AI enables brands to maximize the value of AI and deliver tangible business outcomes. Through an open, secure, and data-driven AI design, Verint Da Vinci AI integrates commercially available models, like ChatGPT, alongside Verint’s own proprietary AI capabilities. Verint Da Vinci AI models are trained on customer engagement data, which has been collected for more than 20 years, as well as the real-time data that flows through the Verint Open CCaaS Platform to ensure Verint AI models are continuously trained and tuned to perform successfully.

New capabilities announced at the company’s Engage 2023 customer conference are now available through Verint Da Vinci AI.

Verint Da Vinci Interaction Wrap-Up Saves Millions in Agent Productivity

Agents spend roughly 20 percent of their time doing ‘interaction wrap-up’ work also referred to as ‘after-call’ work. Much of this time is dedicated to manual interaction summarization that leaves gaps in completeness and usability for the next agent.

The time agents spend between calls can cost companies millions of dollars in additional labor. Verint Interaction Wrap-Up dramatically reduces the amount of after-call work through the innovative capabilities of generative artificial intelligence (Generative AI). The bot uses Deep Learning to provide market leading real-time transcription accuracy that is fed into generative AI algorithms, such as ChatGPT, for automatic interaction summarization. The solution reduces agent time lost to creating manual summaries, standardizes the summary format approach to optimize usability by future agents, and elevates CX by minimizing time lost in reviewing previous interaction outcomes.

Verint Da Vinci Interaction Transfer Improves CX

Verint Interaction Transfer Bot is used to provide seamless transitions from self-service to assisted service. Many customer journeys start with a self-service bot. At times, the interaction is transferred to an agent, who needs to fully understand the situation. Previously, to accomplish this, the agent had to take time to read a transcript of the bot conversation or, worse, ask the customer to repeat the information that was just relayed to the bot. With Verint Interaction Transfer Bot, the agent is instantly presented with a summary of the self-service interaction, making it easy to quickly understand the reason for the transfer. Verint Interaction Transfer Bot reduces average handling times and increases customer satisfaction scores.

“Verint is enabling our customers to inject AI innovation into their business workflows, resulting in increased automation and elevated customer experiences,” says Verint’s Heather Richards, vice president, go-to-market strategy. “With Verint Da Vinci AI, the latest AI capabilities are embedded directly into business processes to enable humans and bots to work together like never before and deliver CX automation throughout the enterprise.”

Verint Da Vinci AI models are continuously trained on customer engagement data to ensure that they are fine-tuned and can perform successfully. Verint Da Vinci AI powers all Verint applications and is embedded into business process workflows to maximize customer experience (CX) automation.

Visit Verint Da Vinci AI to learn more.

About Verint

Verint^® (NASDAQ: VRNT) helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. More than 10,000 organizations in 175 countries – including over 85 of the Fortune 100 companies – are using the Verint Customer Engagement Platform to draw on the latest advancements in AI, analytics, and an open cloud architecture to elevate customer experience.

Verint. The Customer Engagement Company^®. 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, 2023, 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 THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, 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

sue.huss@verint.com

Investor Relations

Matthew Frankel

matthew.frankel@verint.com

Source: Verint

FAQ

What are the new capabilities introduced by Verint Da Vinci AI?

The new capabilities introduced by Verint Da Vinci AI include Verint Da Vinci Interaction Wrap-Up and Verint Da Vinci Interaction Transfer.

How does Verint Da Vinci Interaction Wrap-Up benefit businesses?

Verint Da Vinci Interaction Wrap-Up reduces the amount of after-call work for agents, saving companies millions of dollars in additional labor. It uses generative AI to provide real-time transcription accuracy and automatic interaction summarization.

What is the purpose of Verint Da Vinci Interaction Transfer?

Verint Da Vinci Interaction Transfer allows for seamless transitions from self-service to assisted service. It provides agents with a summary of the self-service interaction, reducing average handling times and increasing customer satisfaction scores.

What is the training data used for Verint Da Vinci AI models?

Verint Da Vinci AI models are trained on customer engagement data collected for over 20 years, as well as real-time data flowing through the Verint Open CCaaS Platform.

How are Verint Da Vinci AI models continuously trained?

Verint Da Vinci AI models are continuously trained on customer engagement data to ensure they are fine-tuned and can perform successfully.