Verint's Customer Self-Service Solutions leverage AI to enhance customer experience and increase agent capacity. The platform offers Intelligent Virtual Assistants, Knowledge Management, and Community features to enable seamless self-service across voice and digital channels. These solutions aim to reduce inbound interaction volume, improve containment rates, and provide personalized experiences. Verint's AI-powered bots, including Knowledge Automation Bot, Smart Transfer Bot, and Quality Bot, automate various aspects of customer interactions and quality management. The Verint Open Platform...
Vendor
Verint Systems
Company Website
Verint's Customer Self-Service Solutions offer a comprehensive suite of AI-powered tools designed to revolutionize customer interactions and support. These solutions include Intelligent Virtual Assistants for voice and digital channels, Knowledge Management systems, and Community platforms. By leveraging advanced AI technologies, Verint enables businesses to provide personalized self-service experiences, reduce inbound interaction volume, and improve containment rates. The platform's various bots automate knowledge delivery, interaction transfers, and quality management processes, contributing to increased agent capacity and improved customer satisfaction. Verint's Open Platform approach allows organizations to integrate these self-service capabilities seamlessly into their existing ecosystems and scale them according to their needs, ultimately driving CX automation and delivering significant business outcomes.
Key Features
Intelligent Virtual Assistant (IVA) Verint's IVA uses AI to automate conversations across digital and voice channels, providing personalized self-service experiences.
- Increases self-service containment rates
- Enables AI-powered transfers to the right resources
Knowledge Management This feature uses proprietary AI to connect people with answers efficiently.
- Reduces inbound volume by providing knowledge through self-service channels
- Offers context-specific knowledge to agents in real-time
Community Platform Verint Community provides social self-service options to customers and employees.
- Includes discussion forums, knowledge articles, and how-to videos
- Enables peer-to-peer support for immediate answers
Benefits
Increased Agent Capacity Verint's self-service solutions reduce the need for assisted service, allowing agents to focus on more complex tasks.
- Containment of customer inquiries through AI-powered self-service
- Reduction in average handling time for agent-assisted interactions
Elevated Customer Experience The platform improves customer satisfaction by enabling quick and effortless issue resolution.
- Personalized self-service experiences across voice and digital channels
- Seamless escalation to live agents with full context when needed
Cost Reduction By automating customer interactions and improving efficiency, Verint helps organizations reduce support costs.
- Decreased inbound call volume through effective self-service options
- Improved first contact resolution rates