Verint has announced a considerable expansion of its Interaction Wrap Up Bot for a leading healthcare provider.
The unnamed healthcare organization will increase the use of Verint’s Generative AI (GenAI) Bot from 300 to 30,000 of its contact center agents.
Initially implemented earlier this year, the GenAI-powered tech is currently deployed to automate the call wrap-up process and summarize conversations between customers and contact center agents.
Verint claims that its Bot has already helped to produce “tangible AI business outcomes” for the healthcare provider, as evidenced by the decision to drastically expand the number of agents equipped with the tech.
Some of these business wins were discussed by Jaime Meritt, Chief Product Officer at Verint, who commented:
Manual call wrap up requires enormous amounts of time and effort from contact center agents and can cost an organization millions of dollars annually.
“The Interaction Wrap Up Bot delivers accurate call summaries and can reduce average call duration by 30 seconds, reducing handle time, increasing agent capacity and enhancing the quality and consistency of call summaries.”
So, let’s take a closer look at some of the features of Verint’s Interaction Wrap Up Bot.
The Verint Interaction Wrap Up Bot
In a video uploaded to Verint’s Youtube channel, the company explains that the Wrap Up Bot is designed to combat the issue of contact center agents wasting time on interaction summaries and wrap up tasks.
In a traditional contact center interaction, before helping the next customer, agents must manually type out call summaries, which is time-consuming and can often fail to capture and summarize key details accurately.
The Verint Interaction Wrap Up Bot automates the wrap up process, generating consistent, high-quality, and unbiased summaries within seconds.
These summaries are automatically posted to the company’s system of record, which Verint claims will save users “at least 30 seconds from every single call,” as well as helping to enhance customer experiences by leveraging insights from previous interactions.
Deployment of the Bot is described as being “simple and fast,” with no disruption to an organization’s existing environment.
In addition, Verint promises users that its secure AI approach will ensure that their data remains private.
Verint’s Bot Strategy
In November of last year, Verint announced plans to make 50 specialized bots available to customers by the end of January 2024, with an additional 50-100 bots before 2025.
While the company has not released a running figure on the number of bots that are currently available, several are listed on the company website, including the following:
- Data Insight
- Exact Transcription
- Coaching
- Timeflex
- Transfer Summary
- Knowledge Creation
These bots are designed to automate specific tasks and integrate smoothly into contact center operations, according to David Singer, Verint’s Global Vice President of Go-to-Market Strategy.
In an exclusive interview with CX Today at the time, Singer explained how the bots were crucial to Verint’s AI strategy:
We want to talk about bots, not about generalized AI, because we’re focused on driving specific value using AI.
The bots are supported by Verint’s Da Vinci AI architecture, which integrates with new LLMs.
However, the main objective, according to Singer, is to relieve customers of the challenges of choosing the right LLM and managing issues like prompt engineering, hallucination, and drift.
Singer’s bot strategy seems to already be paying dividends, with the company revealing in June that it plans to raise its financial guidance due to the growing adoption of the bots.
During the Q1 2025 earnings call, CEO Dan Bodner announced that the company exceeded its revenue and non-GAAP diluted EPS expectations, with revenue reaching $221 million, surpassing guidance by $7 million, and a 11% year-on-year increase in non-GAAP diluted EPS.
Bodner credited this success to the Verint Open CCaaS Platform and the impressicve performance of its bots, which he said are delivering “strong” business benefits for users.
More Verint Bot News
Verint’s bots were once again cited as key to securing an eight-figure contract to enhance customer experience automation for one of the world’s largest retailers.
Announced in May, the contract involves improving multiple business units within the retailer’s contact center.
The company’s Knowledge Creation and Knowledge Suggestion Bots were also a significant part of a separate $13 million deal with a Fortune 25 company.
The bots will be deployed to enhance AI-driven business outcomes for the company’s 60,000 contact center agents, as part of an overall plan to improve customer and agent experiences while reducing operating costs.
Verint will deploy its bots through its Knowledge Management application, which operates on the company’s Open Platform.
This CCaaS innovation is designed to improve connectivity between contact centers and the broader business, facilitate greater integrations, and empower service teams with a new partner ecosystem.
