Melville, NY, USA, Apr 11, 2023 - Verint(R) (NASDAQ: VRNT), The Customer Engagement Company(R), announced that advanced capabilities for Verint Intelligent Virtual Assistant™ (IVA) will be available on April 19 and deliver a conversation design platform that enables teams to design, deploy, and improve IVAs faster, collaboratively and at scale. Verint IVA is part of Verint Customer Engagement Platform powered by Verint Da Vinci™ AI to activate insights and automate experiences across the enterprise.
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."
Posted by Veronica Silva Cusi, news correspondent
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Published: Wednesday, April 12, 2023
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