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Verint Launches New Intelligent Customer Self-Service Capabilities

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by Angela Guess

A recent press release states, “Verint® Systems Inc., The Customer Engagement Company™, today announced new customer self-service capabilities, including intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular Artificial Intelligence (AI) engine. Verint is a recognized leader and innovator with a broad portfolio of self-service solutions, including IVAs, voice self-service (interactive voice response), web self-service and customer communities, all powered by knowledge management to drive consistent experiences across channels. According to Gartner, ‘By 2022, it will be far more common for a video-based customer support agent to also share the user interface, or for a chatbot to be used by the customer support agent while conversing with the customer. Because of this, we expect the interaction proportions of human and artificial agents to be 36% human agent intervention/participation and 85% software (a combination of self-service and software used simultaneous with the human agent engagement).’ Of that figure, 64% will be completely customer self-service and an additional 21% will include some level of agent-assisted self-service.”

The release goes on, “Self-service solutions are also becoming more intelligent with new AI technology and analytics. Virtual assistant technology is projected to play an increasing role in this shift, making automation a key enabler to smart, anytime service that increases first contact resolution, reduces contact volumes that escalate to agents, and frees employees to focus on more complex engagement that requires a human touch. In fact, according to Forrester, ‘Companies that master the interplay between AI, automation and human relationships will dominate their industries’.”

Read more at Verint.

Photo credit: Verint

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