Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today announced new AI-driven Real-time Agent Assist (RTAA) capabilities including real-time sentiment analysis and new work assist functionality in the Verint Customer Engagement Cloud Platform.
The new functionality, powered by Verint Da Vinci™ AI and Analytics, helps organizations connect with customers on a more empathic and human-level, empowering agents with in-the-moment knowledge and context around customer sentiment and intent. This gives brands a powerful tool to assist employees as they work from anywhere to boost customer satisfaction and loyalty in today’s digital-first world, where empathy-led customer experience is imperative.
With expanded linguistic and acoustic analysis capabilities, AI-powered bots comprehend what’s being said, how it’s being said and the corresponding agent’s actions and desktop activity, understanding the full interaction context to provide meaningful assistance in the moment to improve agent efficiency and reduce handle time. Verint’s RTAA provides critical notifications, knowledge, and reminders on the agent desktop, unobtrusively, to guide agents on the next-best action and drive positive interaction outcomes.
“When customers pick up the phone to talk with live agents, they rightly expect rapid response and sensitivity to their moods and overall sentiment,” explains Dan Miller, lead analyst at Opus Research. “Verint’s approach employs AI-infused analytics during each conversation to help agents respond empathetically, resulting in higher levels of engagement, task completion and customer satisfaction.”
A new Verint Da Vinci transcription engine, built on advanced Deep Neural Network (DNN) models, provides best-in-class transcription and comprehension accuracy as well as discernment of customer intent and sentiment. This helps ensure accurate understanding of complex contact center conversations to provide insight as how and where agent empathy can be improved.
Beyond the expanded capabilities to assist agents in real time and a new post-call transcription engine with market-leading breakthrough transcription and comprehension accuracy, Verint also released additional enhancements to its cloud platform. It extended the capabilities of its Engagement Data Management solution to include experience data. Through this combination of interaction and experience data management, Verint provides brands with a comprehensive view of customer engagement data across all customer touchpoints.
“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,” says Verint’s Daniel Ziv, vice president, speech and text analytics, global product strategy. “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.”
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement™ to help customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at Verint.com.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2021, our Quarterly Report on Form 10-Q for the quarter ended July 31, 2021, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.