Verint Intelligent Virtual Assistant (IVA)
Drive AI outcomes with higher interaction containment rates and AI-powered routing across your voice and digital channels.Ā
Verint IVA has helped customers achieve:
- 80%
Synchrony achieved 80% containment of all interactionsĀ Ā
- 30%
GDIT reduced contact center labor costsĀ by 30%Ā
- 8x ROI
Amtrak achieved 8x ROI with a 32% increase in containmentĀ Ā
Low Effort Deployment, Immediate ROI
Increase Containment Rates
Deliver personalized self-service experiences over your voice or digital channels to effectively contain customer inquiries and reduce agent workload, continuously improving effectiveness through AI.Ā
Contextual AI-powered Routing
AI-powered routing uses contextual data to intelligently distribute interactions to the right resource at the right time, regardless of channel, improving both the customer and agent experience.Ā Ā
Improve First-Contact Resolution
Support ever-increasing customer expectations for seamless handoffs when escalating from self-to-assisted-service for elevated CX.
Verint Ranks as Leader in Opus Research Report
Opus Research named Verint IVA as a leader with top scores for product completeness, flexibility, and strategic potential among the other providers evaluated.
The report highlights Verint IVAās ability to deliver CX automation, improve containment rates, lower handle times, and elevate customer experience.
Get the ReportDrive AI Business Outcomes with Verint IVA, Now
Verint Intelligent Virtual Assistant enables the quick and easy deployment of CX automation across your voice and digital channels through:Ā
- Quick intent discovery powered by Verint Intent Discovery BotĀ Ā
- Adapters connect IVA to existing telephony and digital channelsĀ Ā
- Adapters connect to your Enterprise Knowledge and data sources Ā
- AI-powered IVA Studio automates creation of conversation flowsĀ Ā
- Deployed in just 30 days with a minimum 20% increase in containment rateĀ
Verint IVAās flexible and open nature allows brands to deploy transformational self-service on the channels that deliver immediate ROI, without forcing the disruptive replacement of existing voice or digital infrastructure.Ā
Deliver Personalized, Self-Service Customer Experiences With Verint IVA Voice
Every inquiry to your contact center costs money. Verint IVA Voice reduces the number of incoming calls into your contact center and interactions handled or escalated to agents by providing AI-powered self-service over telephony and voice-enabled channels.Ā
With Verint IVA Voice companies can:Ā
- Resolve issues vs deflect them: Give customers the ability to self-serve and solve problems 24/7, without needing to speak to an agent for better containment.Ā
- Drive seamless agent handoff: When a customer needs a human agent, Verint IVA gathers interaction context and routes the issue, so the customer doesnāt need to repeat themselves.Ā
Automated Continuous Improvement With Low Effort
How much time and cost do you invest in the care and development of your IVA to avoid deterioration?Ā
The Verint Intent Discovery Bot puts AI to work to quickly cut through the noise to uncover what your customers truly want and need. By identifying high-value customer intents from your engagement data in voice or digital channels ā including call recording transcripts, email, chats, support tickets, and more ā the bot immediately helps to improve CX automation and leads to automated continuous improvement.Ā
Verint IVA Delivers Differentiated AI Business Outcomes
Single Solution Across Channels
Rapid deployment across channels on an enterprise scaleĀ Ā
- Verint IVA delivers a low-code bot orchestration and management environment to design, train, test, deploy, and fine-tune multilingual virtual assistants for voice and digital channels.Ā
- Easily create non-linear and multi-intent conversations, identify high value intents, train AI models, and author responses in conversational flows, all of which can be further customized with a pro-code option.Ā
Built And Trained On Data
Built on years of domain-specific and industry dataĀ
- The latest AI models are trained on decades of rich customer engagement data, ensuring brands can deliver automated, industry-specific experiences from day one.Ā
- NLU and AI models are also continuously trained on a brandās unique, new customer engagement data sets to discover emerging intents and drive up-to-the-minute CX automation opportunities. Ā Ā
LLM and AI Agnostic
Future-proofed investment through an LLM agnostic approachĀ
- Verint IVA offers pre-packaged, industry specific NLU models to jump start your IVA efforts. Backed by a world-class dataset, these models detect highly accurate end user intentions and extract entities to generate personalized, intelligent responses.Ā Ā
- Incorporates commercial and third-party models, including generative AI and large language models (LLMs) so you can test and fine-tune bots in a unified environment.Ā
Optimized IVA Performance
Continuous improvement to virtual assistant performanceĀ Ā
- Easily customizable dashboards and analytics about users, conversations, and performance so you can always see how your IVA is performing.Ā Ā
- Helps conversation designers see the entire user journey and behavior, usage and containment metrics, intent identification and failed tasks to provide visibility into areas of improvement.Ā
Solutions Powered by Verint IVA
Recommended Verint IVA resources
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Verint IVA drives real business results and delivers better customer experiences for enterprises across industries.
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