AI-Powered Bots Deliver 75% Containment and 29% Fewer Escalations Across Digital Channels Within Days
MELVILLE, N.Y.--(BUSINESS WIRE)--One company proved AI can create a faster, more responsive and cost-efficient customer experience within days by partnering with Verint®, The CX Automation Company™. Using the AI-powered Verint Intelligent Virtual Assistant (IVA) across digital channels, the firm’s agents answered inquiries in minutes, delivering 75% containment, 47% of inquiries handled through live chat and 29% fewer escalations.
The digital identity and security firm’s digital containment rate increased from about 60% to 75% across hundreds of agents. The organization went from 5% of inquiries handled through live chat to 47% while service ticket volume dropped by 20%. In addition, overall agent responsiveness improved from days to minutes. Each of these outcomes enhanced CX while increasing agent capacity.
By handling routine customer inquiries and requests through Verint IVA, the company also saw a 29% drop in escalations to live agents, leading to significant contact center savings. When routing is necessary, Verint IVA sends the call to a specialized team, reducing unnecessary transfers and providing better customer outcomes.
“Verint IVA delivered immediate, measurable AI outcomes for both customers and agents,” said Heather Richards, global vice president, go-to-market strategy at Verint. “The company’s reduction in wait times, escalations and ticket volume highlight the strength of Verint’s CX Automation approach.”
Learn how Verint IVA and Verint’s other AI-powered solutions provide stronger, faster, measurable outcomes.
About Verint
Verint® is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world’s most iconic brands use the Verint CX Automation Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered platform; driving enhanced customer engagement, increased efficiency and reduced costs across contact centers, back offices and digital channels. Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®. Learn more at Verint.com.
VERINT, VERINT DA VINCI, VERINT OPEN CCAAS, THE CX AUTOMATION COMPANY, THE CUSTOMER ENGAGEMENT COMPANY, THE ENGAGEMENT CAPACITY GAP and CALABRIO are trademarks of Verint Systems Inc., its parent or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.
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