Verint has introduced a Knowledge Automation Bot and teased the upcoming release of a “genie bot” at Verint Engage 24.
The AI-powered Knowledge Automation Bot is the latest addition to Verint’s collection of Agent Copilot Bots.
It searches across multiple enterprise sources, from data stores to knowledge bases, for an answer to a customer’s question.
Then, the bot utilizes GenAI technology to devise a bitesize response that can then be relayed to customers.
Heather Richards, Vice President of Go-to-Market at Verint, provided insights into the productivity and efficiency gains that its Knowledge Automation Bot can deliver: “The Verint Knowledge Automation Bot is a unique and compelling offering that increases agent capacity and can reduce average call duration by 45 seconds.
Brands can now revamp their approach to knowledge in days instead of months. Contact centres can significantly reduce average call duration while elevating both agent experience and customer experience, driving stronger and faster AI business outcomes.
Finally, Verint pinpointed how this bot avoids the need to perform time-consuming content migrations or knowledge management re-writing projects.
Verint’s “Genie Bot”
Earlier at Engage 24, Verint teased a new “Genie Bot” that delivers AI insights and business analytics identified from call and voice analytics to generate a PowerPoint report for leadership reporting.
The bot aims to fill the time and resource gap for contact center analytics. It also allows data interrogation without time or talent lags from backlogged insights and analyst teams.
This highlights how GenAI is perhaps becoming every contact center’s best reporting friend, according to Liz Miller, VP & Principal Analyst at Constellation Research.
Miller took to LinkedIn to share this analysis and summarize Verint’s AI bot strategy:
Instead of tackling the massive space of AI, Verint has given customers permission to tackle smaller business problems while delivering measurable and tangible business outcomes.
“For the contact center, this means accelerating optimizations in a decidedly operational lens.
“However, once these small ops challenges have been smoothed, these teams will have space and permission to address more strategic experience-aligned issues that start to change the culture and fabric of the contact center where tactics like deflection aren’t celebrated over resilience and durability of customer and employee relationships.”
Five9 + Verint
These technological innovations arrived after Verint’s announcement of a new Native Cloud-to-Cloud Platform Integration with Five9, which includes Da Vinci bots, knowledge management, and voice of the customer (VoC) tools.
The integration allows mutual customers to mix and match their solutions and better customize their contact center tech stack.
The move strengthens the partnership between Verint and Five9, which previously centered around workforce optimization (WFO), with Five9 selling Verint’s contact center WFO stack to many customers.
