Verint Intelligent Virtual Assistant Increases Containment from 10% to 50% in One Month

MELVILLE, N.Y.: #AI--Verint® (NASDAQ: VRNT), The CX Automation Company™, today announced that a major U.S. travel services company deployed Verint AI-powered Intelligent Voice Assistant (IVA) to replace their legacy telephony IVR (Interactive Voice Response) solution and achieved strong AI business outcomes. The company increased containment in self-service from 10% to 50% of their telephony traffic within the first month, driving $10 million in annual savings.

The company was using a legacy touch-tone IVR for self-service across 4 million calls annually. Verint IVA delivered best-of-breed intent recognition as well as integrations to back-end systems, such as CRM and location services, to accurately respond to customer questions. As a result, call containment within the self-service channel significantly increased.

“Verint IVA is revolutionizing the approach to telephony self-service,” says Verint’s Heather Richards, vice president, Go-to-Market Strategy. “By improving intent recognition and providing seamless integration with CRM and other specialized services, brands can significantly increase self-service containment, driving millions of dollars in savings and elevating their customer experience.”

Visit Verint Intelligent Virtual Assistant to learn more.

About Verint

Verint® (NASDAQ: VRNT) is a leader in customer experience (CX) automation. The world’s most iconic brands - including more than 80 of the Fortune 100 companies - use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise.

Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®. Learn more at Verint.com.

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Fonte: Business Wire