Verint Da Vinci AI is a core component of the Verint Platform, designed to power AI-driven contact center automation. It employs specialized bots that are injected directly into business workflows, enhancing employee efficiency and customer experience. The system utilizes an open approach to AI, combining proprietary, commercial, and open-source models to ensure adaptability to rapid technological advancements. Verint Da Vinci AI is trained on vast amounts of engagement data, including customer interactions, experience data, and workforce performance metrics. The platform offers a range of ...
Vendor
Verint Systems
Company Website
Verint Da Vinci AI is an advanced artificial intelligence system designed to revolutionize contact center operations. At its core, it's a versatile platform that leverages specialized bots to automate various aspects of customer engagement and workforce management. These bots are seamlessly integrated into existing business workflows, providing AI-powered assistance directly to employees when needed. The system stands out for its open approach to AI, which allows it to incorporate the best of proprietary, commercial, and open-source AI models. This flexibility ensures that Verint Da Vinci AI can adapt quickly to the rapidly evolving field of artificial intelligence, providing customers with cutting-edge capabilities without the risk of technological lock-in.
Key Features
Specialized Bots Verint Da Vinci AI utilizes a team of specialized bots, each designed to perform specific tasks within the contact center environment.
- Conversation summarization bots that reduce after-call work
- Customer inquiry response bots for self-service deflection
- Automated quality evaluation scoring across all interactions
Open AI Approach The platform combines various AI models to ensure optimal performance and future-proofing.
- Integrates proprietary, commercial, and open-source AI models
- Allows for easy switching to superior models as they emerge
- Dedicated team continuously evaluates new models for customer use cases
Engagement Data Hub Integration Verint Da Vinci AI leverages a vast repository of engagement data to train and improve its AI models.
- Unifies customer interaction data across channels
- Incorporates experience data from customers and employees
- Includes workforce performance data for comprehensive insights
Benefits
Improved Efficiency and Cost Savings Verint Da Vinci AI has demonstrated significant financial benefits for its customers.
- A travel firm saved $6M by containing 6M digital customer conversations with a 95% containment rate
- An insurer saved $2M by eliminating 400,000 repeat calls using the Exact Transcription Bot
Enhanced Customer Experience The AI-powered system contributes to improved customer satisfaction and loyalty.
- A mortgage lender increased NPS from +3 to +39 through real-time agent coaching
- A bank contained 10M interactions with an 80% containment rate through AI-driven self-service
Workforce Optimization Verint Da Vinci AI helps in optimizing workforce performance and retention.
- An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility
- A financial services firm reduced call duration by 20 seconds through real-time agent coaching