The new functionality is intended to help agents better understand customer intent
Verint has upgraded its Customer Engagement Cloud platform with new AI-driven Real-time Agent Assist capabilities.
Powered by Verint Da Vinci AI and Analytics, the new capabilities consist of real-time sentiment analysis and new work assist functionality, intended to help agents better understand customer sentiment and intent.
The company says brands can also leverage this tool to assist their employees working remotely.
Daniel Ziv, Vice President, Speech and Text analytics, Global Product Strategy, Verint said:
“While nearly all businesses know the importance of customer empathy, most struggle to deliver it on a consistent basis, especially given the work-from-anywhere contact center environment.”
“Our latest innovation supports the delivery of exceptional experiences aligned with the customer’s emotional state and intent for more impactful and meaningful interactions, guiding agents in real time towards the best possible outcome.”
Real-time Agent Assist uses linguistic and acoustic analysis capabilities to figure out the interaction between the agent and the customer, including what’s being said and the agent’s actions and desktop activity. Agents can also utilise this functionality to gain additional insights, make reminders and see what their next actions are based on notifications provided by the tool.
The vendor claims the new Verint Da Vinci transcription engine delivers “best-in-class transcription” and conversation insights that are used to discern “how and where agent empathy can be improved”.
Verint has also worked on the capabilities of its Engagement Data Management solution to include data on customer engagement across all customer touchpoints.
In June, the company received the highest scores in the DMG report for its real-time capabilities, emotion detection and sentiment analysis.
On the WFM front, Verint has shared predictions on “micro shifts and an anywhere, anytime work approach trends”.