{"id":54338,"date":"2023-11-23T13:57:23","date_gmt":"2023-11-23T13:57:23","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=54338"},"modified":"2023-11-25T08:09:14","modified_gmt":"2023-11-25T08:09:14","slug":"verint-introduces-50-specialized-bots-to-support-contact-centers","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/verint-introduces-50-specialized-bots-to-support-contact-centers\/","title":{"rendered":"Verint to Introduce 50 Specialized Bots for Contact Centers"},"content":{"rendered":"<p>Verint has announced it will have 50 specialized bots generally available to customers by the end of January 2024.<\/p>\n<p>After that, it plans to release another 50-100 bots before the beginning of 2025 to support contact center teams further.<\/p>\n<p>Verint designed each to automate specific tasks and seamlessly integrate into contact center workflows \u2013 according to <strong>David Singer, Global Vice President of Go-to-Market Strategy at Verint<\/strong>.<\/p>\n<p>In an exclusive interview with CX Today, Singer said:<\/p>\n<blockquote><p>We want to talk about bots, not about generalized AI, because we&#8217;re focused on driving specific value using AI.<\/p><\/blockquote>\n<p>The slide below from a presentation at the recent Verint Analyst Day demonstrates this targeted and application-specific approach.<\/p>\n<p><iframe loading=\"lazy\" title=\"Embedded post\" src=\"https:\/\/www.linkedin.com\/embed\/feed\/update\/urn:li:share:7130240669234688000\" width=\"504\" height=\"349\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>Moreover, it highlights a handful of the specialized bots Verint has already brought to the market.<\/p>\n<p>Singer pinpoints the &#8220;Interaction Wrap-up Bot&#8221; as an excellent example \u2013 which leverages generative AI.<\/p>\n<p>&#8220;The bot operates by listening to conversations in real-time, regardless of whether they are voice or digital,&#8221; he said. &#8220;It then provides a summary after the call concludes.&#8221; Agents may then upload this to the CRM and accelerate post-contact processing.<\/p>\n<p>In addition, Verint has a &#8220;Transfer Bot&#8221;, which summarizes human- and AI-led contacts before an escalation. That summary then passes to the next agent or supervisor, allowing them to pick up the conversation from where it dropped off.<\/p>\n<p>While there are many others, Singer also offers a teaser of what\u2019s to come, highlighting how the vendor will soon bring a &#8220;Flex Bot&#8221; to market. He said:<\/p>\n<blockquote><p>The Flex Bot will have the ability to make shift modifications without requiring prior management approval\u2026 balancing the benefits for both agents and the organization.<\/p><\/blockquote>\n<p>This will be only one of many, as Verint\u2019s Da Vinci AI architecture \u2013 which integrates with new LLMs &#8211; paves the way for a more frenetic pace of innovation.<\/p>\n<p>Yet, the primary goal of Da Vinci \u2013 as per Singer &#8211; is to shield customers from concerns related to selecting the best LLM and managing issues like prompt engineering, hallucination, and drift.<\/p>\n<h2>Welcome to Verint 4.0<\/h2>\n<p>Alongside the dawn of its specialized bots, Verint also hit the headlines this year for the launch of its <a href=\"https:\/\/www.cxtoday.com\/contact-centre\/theres-more-to-the-verint-open-ccaas-platform-than-meets-the-eye\/\">Open CCaaS platform<\/a>. This allows contact centers to fit their core systems around their ideal workflows \u2013 instead of vice versa.<\/p>\n<p>These moves set the stage for a new Verint: Verint 4.0, as Singer refers to it. He said:<\/p>\n<blockquote><p>Verint 1.0 focused on recording, 2.0 was WFO &#8211; which combined workforce management and quality assurance &#8211; \u00a03.0 was WEM (workforce engagement management) &#8211; which brought knowledge management, analytics, and more into the equation\u2026 Now, we\u2019re launching Verint 4.0.<\/p><\/blockquote>\n<p>Verint 4.0 centers on three pillars: data, AI delivered by bots into workflows, and openness.<\/p>\n<p>Yet, Singer reassures Verint\u2019s customers that continued WEM innovations \u2013 like the upcoming Flex Bot \u2013 still place high on the agenda.<\/p>\n<p>\u201cVerint&#8217;s forward mission involves maintaining its leadership in WEM while strategically pivoting to drive CX innovation,\u201d he confirmed.<\/p>\n<p>That will involve delivering CX solutions to customers through the Open CCaaS platform, built on this data, openness, and AI foundation.<\/p>\n<h2>More Innovation from Verint<\/h2>\n<p>Alongside all its specialist bots, Verint announced a refresh of its WEM mobile app for agents.<\/p>\n<p>This features enhanced schedule and performance visualization \u2013 as the slide below teases.<\/p>\n<p><iframe loading=\"lazy\" title=\"Embedded post\" src=\"https:\/\/www.linkedin.com\/embed\/feed\/update\/urn:li:share:7130602048286310400\" width=\"504\" height=\"394\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>In addition, the refresh includes a new workforce branding feature, allowing organizations to build a distinct identity for their workforce.<\/p>\n<p>There is also a conversational interface for agents to complete scheduling and related tasks.<\/p>\n<p>&#8220;The conversational interface enables agents to ask questions and make requests without navigating through menus,&#8221; said Singer.<\/p>\n<p>&#8220;For example, agents can query their schedule, request shift changes, or bid on available options.&#8221;<\/p>\n<p>Bots will also strengthen the app in the future, alongside the core WFM system. &#8220;They will enable advanced request handling, multivariate modeling, automated model prediction, and other features to enhance model accuracy,&#8221; added Singer.<\/p>\n<p>Finally, Verint&#8217;s QA tools will receive a generative AI makeover. As Singer suggests, the AI will augment the systematic design of forms and quality scoring.<\/p>\n<p>&#8220;The goal is to introduce more bots that automate various steps in these processes, ultimately aiming to enhance customer experience at a lower cost,&#8221; he concluded.<\/p>\n<p>Already, Verint is making significant progress here, as it is in the CCaaS space.<\/p>\n<p>Indeed, in Ventana Research\u2019s latest market evaluation, Verint\u2019s Open CCaaS platform ranked third out of 23 prominent platforms \u2013 despite only being months old.<\/p>\n<p>To dive deeper into that research, check out our rundown here: <a href=\"https:\/\/www.cxtoday.com\/contact-centre\/the-contact-center-suites-buyers-guide-2023-top-takeaways\/\" target=\"_blank\" rel=\"noopener\">The Contact Center Suites Buyers Guide 2023: Top Takeaways<\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Verint has announced it will have 50 specialized bots generally available to customers by the end of January 2024. After that, it plans to release another 50-100 bots before the beginning of 2025 to support contact center teams further. Verint designed each to automate specific tasks and seamlessly integrate into contact center workflows \u2013 according [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":54342,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61096],"class_list":["post-54338","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-workforce-engagement-management","tag-artificial-intelligence","tag-virtual-assistant","tag-workforce-optimization","brands_to_track-verint","editorial_type-news","intent-discovery"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Verint to Introduce 50 Specialized Bots for Contact Centers - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers 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