Verint®, The CX Automation Company™, announced the addition of a new CX/EX Scoring Bot running in the Verint Open Platform. This unique bot provides critical real-time insights instead of lagging indicators provided by customer and employee surveys.
A new addition to Verint Agent Copilot Bots, Verint CX/EX Scoring Bot goes beyond GenAI and uses unique, proprietary AI models to provide unparalleled insight into customer experience, agent satisfaction and the emotional connection between customers and agents. With a real-time score for both customer experience (CX) and employee experience (EX) for every call, contact center teams can now enhance agent interactions and customer satisfaction.
“You can’t improve what you don’t measure. The Verint CX/EX Scoring Bot delivers a unique approach to measuring the human experience,” says Josh Feast, Verint’s general manager, AI-powered Real-time Coaching. “These richer CX and EX insights provide the accurate and timely data needed to deliver strong AI business outcomes driven by elevated customer satisfaction, reduced customer churn and increased efficiency in the contact center.”
Customer Reported AI Business Outcomes
A major hospitality company uses the CX/EX Scoring Bot for real-time metrics instead of lagging survey indicators to identify trends and offer timely, relevant guidance for CX improvements. A spokesperson said that Verint CX/EX Scoring Bot has been instrumental in achieving their goal of taking care of every hotel owner and guest. The bot delivers significant improvement in customer and employee experience levels, resulting in reduced attrition numbers both for the contact center customers as well as the agents.
A New Addition to Verint Open Platform
Verint Open Platform delivers strong, tangible AI business outcomes across the contact center and enterprise CX functions. The platform includes several Verint Agent Copilot Bots that leverage AI to augment agents, help brands dramatically increase agent capacity, and improve CX and EX. Examples of Verint Agent Copilot Bots include Verint Knowledge Automation Bot, which agents use to automate knowledge searches and reduce call length by approximately 45 seconds, and Verint Wrap Up Bot, which agents use to automate call summaries and reduce call length by approximately 60 seconds.
Verint CX/EX Scoring Bot, the newest addition to the platform, is another Verint Agent Copilot Bot that leverages AI to measure CX and EX accurately in real time instead of relying solely on surveys that occur after the fact.
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