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Enhanced Capabilities with Verint Intelligent Virtual Assistant Enable Easy Design and Deployment #contactcenterworld Conversational artificial intelligence (AI) helps organizations gain confidence in their ability to provide high quality customer experiences. According to a recent Verint study, nearly three-quarters of the highly confident respondents – confident about their organization’s ability to provide the level of experience demanded by modern consumers – had implemented an IVA before or during 2022, more than half increased spending on those solutions in 2022 versus 2021 and just under half currently share work between human employees and bots. "Customers appreciate using their own words in natural interactions with bots but get frustrated when automated systems don’t understand simple queries or have limited options," explains Derek Top, senior analyst and research director at Opus Research. "Verint’s IVA Studio enables developers to start with pre-built models that reduce the time and resources required to support a variety of complex interactions and transactions." "Rolling out more digital channels doesn’t always guarantee an improvement in customer engagement. Modern consumers expect seamless digital interactions, regardless of channel," says Verint’s Heather Richards, vice president, go-to-market strategy, digital first engagement. "Brands need a way to scale customer interactions across channels and Verint IVA introduces AI-powered conversational experiences – driving a better customer experience and automating processes in the contact center." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, April 12, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |