Verint, The Customer Engagement Company, announced that its Intelligent Virtual Assistant (IVA) solution has received top scores and is positioned as the leader for product completeness, flexibility and strategic potential among 16 solution providers evaluated in the 2023 Conversational AI Intelliview: Decision Makers’ Guide to Enterprise Intelligent Assistants report by Opus Research.
Verint IVA is cited for exceeding criteria and offering demonstrable advantages in all four of the report’s scoring components including state-of-the-art capabilities, integration points and scalability, real-world success, and vision.
“Verint rated well by covering all the bases for enabling successful conversational AI deployments among organizations looking to transform engagement through intelligent automation,” said Derek Top, research director and senior analyst, Opus Research. “They built an impressive track record by taking an open platform approach with flexible tools for managing purpose-specific bots that empower agents and assist in routing, queuing and analytics, all supported by a vision that scales across multiple industries.”
In the report Opus noted that, in addition to providing the tools and framework for service creation and analytics, the highest ranking vendors support the use of Large Language Models (LLMs) and Generative Artificial Intelligence (AI), with special attention to those that establish a framework for privacy and trust.
“The conversational AI landscape is changing rapidly in light of advancements made possible by LLMs and Generative AI,” says Verint’s Heather Richards, vice president, go-to-market strategy. “To be recognized by Opus Research as a leader for our IVA including our Digital and Voice Containment Bots is fantastic.”
Verint Containment Bots Delivering CX Automation Results
According to a recent Verint survey, 71 percent of respondents said they have used a chatbot. Of those, 64 percent said they had a negative experience. The research demonstrates that consumers want to use self-service options, but brands need to go beyond using simple decision trees and introduce conversational AI that understands a wide range of customer intents and can deliver efficient and effective service.
Successfully containing the interactions in the self-service environment is key to saving millions of dollars and elevating CX. By letting bots handle repetitive customer inquiries or issues quickly and efficiently, agents are freed up to focus on resolving higher value calls.
“Today’s consumer has outgrown the limited capabilities of common chatbots. By reducing friction created by simplistic chatbots and voice assistants and increasing intelligence, we are driving an entirely new level of CX automation for brands,” says Richards. “An example is Verint Voice and Digital Containment Bots that easily integrate with enterprise applications and deliver personalized self-service experiences effectively resolving customer inquiries and reducing inbound calls.”
Verint Specialized Bots are designed to drive CX automation by supporting specific roles within a contact center and throughout the enterprise. They accelerate and automate existing workflows and seamlessly integrate into the workforce to enhance customer engagement. Integrating bots is also a cost-effective alternative to hiring that will enhance employee experience and offer a valuable solution for bridging the Engagement Capacity Gap where organizations must do more with less.
