Generative AI automates interactive summaries to automate post-call work and enable seamless handoffs between bots and agents.
Everyone thought ChatGPT was the end of call centers and the beginning of job losses. Well, we'll discuss that another day. Phone calls in contact centers are a treasure trove of information, and today's businesses want a platform-based approach focused on AI and automation. The emergence of creative AI could bring a whole new dimension to interaction analysis. Verint, an American global technology company specializing in customer engagement, does just that through the use of generative artificial intelligence. “Generative AI is already revolutionizing the market and Verint is no farther away. We are working on it behind the scenes," Anil said. Chawla, Maryland - Verint, India to AIM.
Verint DaVinci AI leverages generative artificial intelligence to enable brands to maximize the value of AI and deliver measurable business outcomes. "DaVinci is at the heart of Verint's platform, providing differentiated solutions powered by the latest artificial intelligence that can be embedded into business processes to augment the human workforce."
In India, Verint provides actionable information and valuable insights to customers in industries such as e-commerce, banking and finance, telecommunications and retail contact centers. In addition, Verint Speech Analytics supports speech processing and analysis in up to 10 Indian languages including Hindi, Punjabi, Marathi, Gujarati, Bengali, Tamil, Telugu, Kannada, Malayalam doing.
Verint da Vinci AI
DaVinci currently uses AI models developed by Verint and OpenAI GPT models. It helps contact center agents transform unstructured data into information and actions, understand customer sentiment, determine customer intent through verbal or written conversations, and identify data anomalies. increase. “Verint DaVinci is an open platform, which means we provide open APIs to integrate with many new generative AI platforms and solutions on the market,” said Chawla.
On average, an agent spends 20% of his time on call duty. DaVinci leverages generative AI capabilities to automate the creation of interactive summaries, automate post-call work, and enable seamless handoffs between bots and agents. “Automatic summaries are provided for after-call work, which generally saves agent time, reduces mean handle time, and improves the customer experience and overall feel.”
As an example of workflow management, Chawla explains, "DaVinci looks at the data and provides accurate forecasts and schedules." Additionally, DaVinci allows automatic quality assessment based on input data. This automation eliminates the manual processes traditionally associated with workforce management and automated solutions. DaVinci enables companies to improve forecast accuracy and streamline human resource management.
Additionally, Verint complies with his GDPR, PCI, HIPAA, SOC-2 and other national and international requirements. With DaVinci, Verint customers automatically comply with all these regulatory standards and industry guidelines. “We don't have to look for third-party solutions to meet these needs, they are integrated.”
united in india
Verint has been operating in India for over 25 years and is in a leadership position.
With a domestic market share of 3.6%, he combines areas such as Human Resources Management, Quality Management and Analytics, making him one of two markets contributing to Verint's APAC revenue. India is also Verint's second largest revenue generating region in the Asia Pacific region, after Australia/New Zealand.
“Verint continues to deliver steady double-digit annual growth in India. We're seeing double-digit growth," he said. Eight of the top 10 BPOs in India are Verint customers. Similarly, three of India's top five banks, including ICICI Bank and Axis Bank, are using Verint's solutions, Chawla said. “They use the Verint platform not only for engagement analytics, but also for human resource management, compliance, quality assurance, and more.
“By leveraging Verint's real-time call analytics and real-time agent support, these banks are helping their agents understand customer sentiment and guide when to reduce dialogue and show empathy while ensuring customers We were able to provide real-time guidance so that we could understand how our customers feel....This will allow us to provide better customer service and eventually sell more products.Chawla Told.