Verint Knowledge Automation Bot Increases Agent Capacity and Elevates CX
Verint has launched the Knowledge Automation Bot, a new addition to its Agent Copilot Bots lineup. This AI-powered bot automatically searches multiple enterprise content sources and uses Gen AI to summarize results into a single, quick response to customer questions. The bot aims to increase agent capacity and improve customer experience without requiring lengthy content migration or knowledge management re-writing projects.
According to Heather Richards, Verint's vice president of Go-to-Market, the Knowledge Automation Bot can reduce average call duration by 45 seconds. This innovative approach allows brands to revamp their knowledge management strategy in days rather than months, potentially leading to stronger and faster AI business outcomes for contact centers.
Verint ha lanciato il Knowledge Automation Bot, una nuova aggiunta alla sua linea di bot Agent Copilot. Questo bot alimentato dall'IA cerca automaticamente in molteplici fonti di contenuti aziendali e utilizza la Gen AI per riassumere i risultati in una sola, rapida risposta alle domande dei clienti. L'obiettivo del bot è aumentare la capacità degli agenti e migliorare l'esperienza del cliente senza richiedere lunghe migrazioni di contenuti o progetti di riscrittura della gestione delle conoscenze.
Secondo Heather Richards, vicepresidente di Verint per il Go-to-Market, il Knowledge Automation Bot può ridurre la durata media delle chiamate di 45 secondi. Questo approccio innovativo consente ai marchi di rinnovare la loro strategia di gestione delle conoscenze in giorni piuttosto che in mesi, portando potenzialmente a risultati aziendali più solidi e rapidi per i contact center.
Verint ha lanzado el Knowledge Automation Bot, una nueva adición a su línea de bots Agent Copilot. Este bot impulsado por IA busca automáticamente en múltiples fuentes de contenido empresarial y utiliza Gen AI para resumir los resultados en una única y rápida respuesta a las preguntas de los clientes. El objetivo del bot es aumentar la capacidad de los agentes y mejorar la experiencia del cliente sin necesidad de largas migraciones de contenido o proyectos de reescritura de gestión del conocimiento.
Según Heather Richards, vicepresidenta de Go-to-Market de Verint, el Knowledge Automation Bot puede reducir la duración promedio de las llamadas en 45 segundos. Este enfoque innovador permite a las marcas renovar su estrategia de gestión del conocimiento en días en lugar de meses, lo que podría resultar en resultados comerciales de IA más sólidos y rápidos para los centros de contacto.
Verint는 새로운 Knowledge Automation Bot을 출시했습니다. 이는 Agent Copilot Bots 라인업에 추가된 것입니다. 이 AI 기반 봇은 여러 기업 콘텐츠 소스를 자동으로 검색하고 Gen AI를 사용하여 고객 질문에 대한 결과를 하나의 빠른 응답으로 요약합니다. 이 봇의 목표는 에이전트의 용량을 늘리고 고객 경험을 개선하는 것이며, 긴 콘텐츠 마이그레이션이나 지식 관리 재작성 프로젝트를 요구하지 않습니다.
헤더 리차즈(Heather Richards)에 따르면, Verint의 Go-to-Market 부사장은 Knowledge Automation Bot이 평균 통화 시간을 45초 단축할 수 있다고 합니다. 이 혁신적인 접근 방식은 브랜드가 지식 관리 전략을 수개월이 아닌 몇 일 안에 개편할 수 있도록 하며, 이는 콜센터에서 더 강력하고 빠른 AI 비즈니스 결과로 이어질 수 있습니다.
Verint a lancé le Knowledge Automation Bot, un nouvel ajout à sa gamme de bots Agent Copilot. Ce bot alimenté par l'IA recherche automatiquement dans de multiples sources de contenu d'entreprise et utilise la Gen IA pour résumer les résultats en une seule réponse rapide aux questions des clients. L'objectif du bot est d'augmenter la capacité des agents et d'améliorer l'expérience client sans nécessiter de longues migrations de contenu ou de projets de réécriture de gestion des connaissances.
Selon Heather Richards, vice-présidente de Verint pour le Go-to-Market, le Knowledge Automation Bot peut réduire la durée moyenne des appels de 45 secondes. Cette approche innovante permet aux marques de renouveler leur stratégie de gestion des connaissances en quelques jours plutôt qu'en quelques mois, ce qui pourrait entraîner des résultats commerciaux d'IA plus solides et plus rapides pour les centres de contact.
Verint hat den Knowledge Automation Bot eingeführt, eine neue Ergänzung zu seiner Agent Copilot Bots-Reihe. Dieser KI-gestützte Bot durchsucht automatisch mehrere Unternehmensinhaltsquellen und nutzt Gen AI, um die Ergebnisse in eine einzige, schnelle Antwort auf Kundenfragen zusammenzufassen. Der Bot zielt darauf ab, die Kapazität der Agenten zu erhöhen und die Kundenerfahrung zu verbessern, ohne aufwändige Inhalte zu migrieren oder Projekte zur Neugestaltung des Wissensmanagements zu erfordern.
Laut Heather Richards, Vizepräsidentin von Verint für Go-to-Market, kann der Knowledge Automation Bot die durchschnittliche Gesprächsdauer um 45 Sekunden reduzieren. Dieser innovative Ansatz ermöglicht es Marken, ihre Wissensmanagementstrategie in Tagen statt in Monaten zu überarbeiten, was potenziell zu stärkeren und schnelleren KI-Geschäftsergebnissen für Call Center führen kann.
- Launch of Knowledge Automation Bot to enhance agent efficiency
- Potential to reduce average call duration by 45 seconds
- Rapid implementation without lengthy content migration projects
- Utilizes existing content from various enterprise sources
- None.
Insights
The launch of Verint's Knowledge Automation Bot represents a significant advancement in AI-powered customer service solutions. This tool addresses a critical pain point in contact centers by automating the process of searching and summarizing information from multiple sources. The potential 45-second reduction in average call duration is substantial, as it can lead to increased efficiency and cost savings for businesses.
The bot's ability to leverage existing content without requiring extensive migration or rewriting projects is particularly noteworthy. This feature can significantly reduce implementation time and costs, making it an attractive option for companies looking to quickly enhance their customer service capabilities. The use of generative AI for summarizing search results also aligns with current industry trends towards more sophisticated AI applications in customer experience.
While the announcement is promising, investors should consider the competitive landscape and Verint's ability to execute and scale this technology. The impact on Verint's market position and financial performance will depend on customer adoption rates and the bot's performance in real-world scenarios.
Verint's introduction of the Knowledge Automation Bot aligns with the growing demand for AI-driven solutions in customer experience (CX) management. This product launch could potentially strengthen Verint's position in the CX automation market, which is experiencing rapid growth due to increasing focus on efficiency and customer satisfaction.
The bot's ability to reduce average call duration by
However, investors should consider that the success of this product will depend on its performance in real-world applications and Verint's ability to differentiate it from competing solutions. The impact on Verint's revenue and market share should be closely monitored in the coming quarters to assess the bot's contribution to the company's overall growth strategy.
New Approach to Knowledge Management Delivers Rapid, Tangible AI Business Outcomes
Verint Knowledge Automation Bot Increases Agent Capacity and Elevates CX (Photo: Business Wire)
With the Verint Knowledge Automation Bot, contact center agents no longer need to spend valuable time searching for the right answers to customer questions while the customer is on hold. Instead, the AI-powered bot automatically searches across multiple enterprise content sources and leverages Gen AI to summarize these search results into a single, easily digestible, and quick response to the customer question.
This new approach does not require lengthy content migration or knowledge management re-writing projects, helping brands leverage existing content from a variety of enterprise sources.
“The Verint Knowledge Automation Bot is a unique and compelling offering that increases agent capacity and can reduce average call duration by 45 seconds,” says Verint’s Heather Richards, vice president, Go-to-Market. "Brands can now revamp their approach to knowledge in days instead of months. Contact centers can significantly reduce average call duration while elevating both agent experience and customer experience, driving stronger and faster AI business outcomes.”
Visit Verint Knowledge Automation 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/20240924574207/en/
Media Relations
Sue Huss
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Investor Relations
Matthew Frankel
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Source: Verint
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