Leading Bank Reports Major CX Improvement Driven by Verint AI-powered Bots

Published 4 months ago via Business Wire

Verint® (NASDAQ: VRNT), The CX Automation Company™, today announced that a leading bank has improved its contact center Net Promoter Score® (NPS) twelvefold through the AI-powered Verint Quality Bot and Verint Coaching Bot.

The Verint Quality Bot was deployed to automate the quality process and create an accurate, consistent view of performance and agent skills in the contact center. The Verint Coaching Bot was deployed to provide real-time assistance to agents who need help. Based on agent performance data created by the Quality Bot, the Coaching Bot delivered guidance only to those who were struggling to respond to complex mortgage inquiries.

As a result of the Verint Quality and Coaching Bots working together, the bank reported major customer experience (CX) improvement in their contact center and increased their NPS score from three points before the bot deployment to 39 points post deployment.

“Both our Verint Quality and Coaching Bots support brands in putting their customers at the center of every engagement and transaction,” says Verint’s David Singer, global vice president, Go-to-Market. “With the Verint Open Platform and best-of-breed AI-powered bots enabling greater CX automation, contact centers are increasing customer satisfaction and loyalty by reimagining the customer experience.”

Visit Verint Open Platform 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 across the enterprise.

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

This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2024, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

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