Verint Agent Copilot is an innovative suite of AI-powered bots designed to revolutionize contact center operations. By automating various agent tasks, these bots significantly increase agent capacity, potentially doubling it in some cases. The system comprises multiple specialized bots, each targeting a specific aspect of customer interaction, from real-time coaching to automated call summaries and knowledge retrieval. This comprehensive approach not only reduces call durations but also enhances the quality of customer service, leading to improved customer satisfaction and employee experience

Key Features

AI-Powered Bots Verint Agent Copilot utilizes multiple specialized bots to automate different aspects of agent work.

• Coaching Bot for real-time agent guidance
• Interaction Wrap Up Bot for automated call summaries
• Smart Transfer Bot for context-based transfers
• Knowledge Automation Bot for quick information retrieval
• CX/EX Scoring Bot for measuring customer and employee experience

Single User Interface All bots are accessible through a unified platform, streamlining agent workflow and enhancing efficiency

Customizable Implementation Organizations can choose which bots to deploy based on their specific needs and priorities

Benefits

Increased Agent Capacity The combined use of Verint Agent Copilot bots can potentially double agent capacity, allowing for handling twice the volume of calls

Cost Savings By increasing efficiency and reducing call durations, organizations can achieve significant cost savings

• A UK bank saved $9 million by providing agents with faster answers
• A large bank reduced call duration by 20 seconds, saving $5 million in agent capacity

Improved Customer Experience Real-time assistance and automated processes lead to faster, more accurate customer service, enhancing overall customer satisfaction