ORLANDO, Fla. — AI-powered bots are delivering quite a few advantages for contact facilities and their brokers, Dan Bodner, chairman and CEO of Verint, instructed the viewers on the opening common session of his firm’s Interact 2024 convention Tuesday.
“AI has big potential to vary many industries,” Bodner mentioned. “What does AI actually imply for us? For the CX business, the one solution to know is to have a look at measurable AI outcomes inside your individual organizations.”
Corporations can begin small, then develop as soon as they’re comfy with the outcomes of the preliminary trial, he urged.
“Our business has been seeking to improve CX automation for the final 20 years,” Bodner mentioned. “Rising CX automation ends in lowering labor and on the similar time elevating [customer and employee experiences]. As you cut back the labor value, you’ll additionally need to improve your buyer expertise and worker expertise.”
The business turned to offshoring. Doing so resulted in decrease prices, however CX was poor, so the business needed to reverse course, Bodner recalled. However merely including extra folks wasn’t a sustainable resolution.
“So CX automation is the one approach ahead, and AI know-how is altering the sport,” Bodner mentioned. “Manufacturers want a platform that may flip AI know-how into AI enterprise outcomes.”
Eventually yr’s Interact convention, Verint launched its open platform, to assist firms improve automation, Bodner mentioned. The answer features a behavioral information hub and Verint’s DaVinci AI on the core.
“Inserting AI on the core is a game-changer, as a result of each software working within the platform has entry to ubiquitous information and AI,” Bodner mentioned. “We additionally designed the platform with a totally open structure in order that it seamlessly matches into your group. Your IT can leverage information and AI inside our platform to speed up their AI developed initiatives.”
Verint gives a number of bots on the platform, with every dealing with a selected process.
“Our bots have turn into stronger and quicker, so the ROI will probably be improved,” Bodner mentioned, pointing to at least one buyer that reduce common name dealing with time in half utilizing a mix of sensible switch bot, automated data bot, finest determination bot, and wrap-up (summarization) bot. This offers brokers extra time to construct buyer relationships or upsell and cross-sell clients.
AI additionally results in higher self-service, which in flip results in increased utilization and much fewer calls going to human brokers, based on Bodner. This ends in the price of a name falling from as excessive as $5 to as little as 20 cents.
Outlook for AI
“We consider that increasingly contact facilities are being designed round information.” Bodner mentioned. “The information is getting used to coach the bots to be simpler and enabling enterprise customers to make data-centric selections.”
This information is not only for the contact middle; it’s serving to join all of the CX touchpoints, Bodner added. “We consider that contact facilities, web sites, branches, and again workplaces will optimize CX automation, not solely in silos but additionally as one unified CX platform.
Bodner did supply one caveat, although: “If you happen to do not begin immediately, you may be left behind, By partnering with Verint, we are able to speed up your adoption of AI to get you forward of your opponents.”
Jamie Merritt, Verint’s chief product officer, and Kelly Koelliker, Verint’s vp of content material advertising, gave a number of examples of how AI-powered bots are benefitting clients:
- AI helps an organization that lately elevated costs to find out from buyer interactions how that worth improve impacted buyer churn.
- Entrepreneurs can question the AI for particular recommendation, akin to the very best messaging to drive buyer retention.
- A financial institution with 2,000 brokers used a coaching-on-objection bot to offer higher, faster solutions on buyer complaints, saving 20 seconds per name and a complete of $5 million in income.
- A data bot rolled out to a monetary companies agency with 4,500 brokers saved 20 seconds per name, a complete financial savings of $9 million.
- An AI-powered workforce administration bot helped one firm cut back attrition by 30 p.c.
Extra advantages for extra firms are anticipated as a result of many companies are nonetheless within the nascent phases of AI adoption, they mentioned additional.
Hesitation by firms to begin working with AI isn’t a surprise, Derek Prime, Opus Analysis’s principal analyst and analysis director, mentioned throughout a breakout session on generative AI. Many corporations hesitate in the case of new know-how. For instance, although conversational AI has been out there for a couple of years, some corporations are simply beginning to implement it. Generative AI is far newer.
Data Bot Unveiled
Verint additionally used the Interact convention to unveil the Verint Data Automation Bot to assist firms improve employee productiveness. Quite than a human agent trying to find a solution to a buyer question, the bot routinely searches throughout a number of enterprise content material sources and leverages generative AI to summarize the search outcomes right into a single, fast response.
“The Verint Data Automation Bot is a novel and compelling providing that will increase agent capability and may cut back common name length by 45 seconds,” Heather Richards, Verint’s vp of go-to-market, mentioned in a statemet. “Manufacturers can now revamp their strategy to data in days as an alternative of months. Contact facilities can considerably cut back common name length whereas elevating each agent expertise and buyer expertise, driving stronger and quicker AI enterprise outcomes.”
