Verint Intelligent Virtual Assistant (IVA)

Score7.7 out of 10

3 Reviews and Ratings

What is Verint Intelligent Virtual Assistant (IVA)?

The Verint Intelligent Virtual Assistant (formerly Verint Self-Service solutions) is a customer-oriented knowledge management solution including technology acquired by Verint from Next IT in 2017. The platform includes voice self-service IVR, a virtual AI-guided assistant (Next IT), and Verint's own knowledge management system for self-service.

Categories & Use Cases

Media

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José Martín Rivera View profile

Innovation and Projects Manager in Information Technology at Grupo ITS (11-50 employees employees)

Use Cases and Deployment Scope

We are Verint partner, and we have customers that use Verint Intelligent Virtual Assistant or DVA in their operations. Currently, the AI is having a big impact to automate process that before they were an agent work day to day. Doing use of AI engines, such as Copilot, OpenAI and data stores or acknowledgment, it improves the efficiency and agiliza the CX due to the response is in real time consulting the data immediately and giving a CX effective and of first level. Our customer is glad, because of them reducing time, attention and increasing your SLA, less cost and have a cutting-edge AI solution.

Pros

Use of Acknowledgment base and AI engines.
F&Q.
Automate process such as consults, modifications and cancel reservations.
Execute triggers for notify customer reservations.

Cons

Customer service (support)
Reservations
E-Commerce

Return on Investment

Human agent hours operations
More interactions will be attended by AI agents
Reducing human agent licensing costs
Attending more interaction in less time

Usability

Alternatives Considered

Verint Speech and Text Analytics, Verint Knowledge Management and Verint Workforce Management

Other Software Used

Verint Workforce Management, Verint Speech and Text Analytics, Verint Knowledge Management

Verified User

Program Manager in Finance and Accounting (51-200 employees employees)

Use Cases and Deployment Scope

We leverage IVA for chats and voice and are attempting to solve for not for one use case but rather a variety of CX workflows we are looking to automate, and improve overall efficiencies for agents.

Pros

Easy to navigate
Continual updates
Excellent Training (shout out to Jasmine!)

Cons

There is minimal documentation around what we can and can't do for IVA
IVA seems to be a newer product so this is difficult when trying to implement new things
IVA has a lot of non-Verint friendly terms (Think Prompt, vs. answer or Intent/Alternate vs. context).

Return on Investment

Decreased overall AHT in chat by 10% minutes
Improved overall containment rates by 10%
Has yet to help our CSAT/NPS scores

Usability

Alternatives Considered

Fin by Intercom and Salesforce CMS

Other Software Used

Amazon S3 Glacier

James Liebherr

Director, CX Operation in Customer Service at Bark (501-1000 employees employees)

Use Cases and Deployment Scope

We have recently implemented the IVA alongside the containment bot. This technology has bee game changing for us. The open nature of the product has allowed us to seamlessly integrate with Shopify, allowing our customers the ability to check order status. Additionally, we have activated the Gen AI to create an on brand engaging experience for our customers.

Pros

Contact Deflection
Customer Engagement
Product Upsell

Cons

technical ease of use

Return on Investment

the initial implementation has exceeded our expected containment rate.

Usability

Verified User

Employee in Customer Service (201-500 employees employees)

Use Cases and Deployment Scope

We are utilizing IVA for customer facing chat experience. The IVA has allowed us to provide self service options via chat and optimize our Agent experience.

Pros

The IVA allows us to identify customer intent and provide accurate responses and actions
As an open platform the ability to integrate with our current solution was a huge benefit and allowed us to incrementally adopt AI

Cons

The IVA is very robust and can take time to implement if this is your first implementation of a chatbot experience.

Return on Investment

Its hit every KPI goal we have set for the implementation

Usability

Verified User

Program Manager in Information Technology (5001-10,000 employees employees)

Use Cases and Deployment Scope

Allowing more calls to be self-serve, alleviating our call centers of additional volume, reduce hold time, increase satisfaction and work towards the corporate strategy of an omnichannel solution.

Pros

Payment Handling
FAQ
Contextual Interaction
High Volume, Low Value Calls
Replacement Card Handling

Cons

Address Recognition
Flexibility for flow changes
Easier integration

Most Important Features

Self-Service
OmniChannel strategy
Reduction in Low value add calls

Return on Investment

Positive - Containment
Negative - Customers animosity to bots
Positive - Reduction of Calls
Negative - Mishandled calls receive greater scrutiny than agents

Alternatives Considered

Exceed.ai by Genesys

Other Software Used

Verint Speech Analytics, Verint Case Management Professional, Verint Community

Kore.ai

IBM watsonx Orchestrate

Google Cloud Dialogflow

Cognigy.AI

Nuance Conservational IVR

Verint Intelligent Virtual Assistant (IVA)

What is Verint Intelligent Virtual Assistant (IVA)?

Categories & Use Cases

Media

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

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