Verint Intelligent Virtual Assistant (IVA)

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.

The IVA is very well suited to handle routine questions and basic actions that would typically require customer support. It may be a little more challenged handling edge cases but in those instances we have found it provides an easy transfer to a live agent.

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.

The solution is adaptable in so many situations. General inquires, order status and upsell.

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.

The Verint Intelligent Virtual Assistant has been pivotal in alleviating our call center of what we refer to as high volume, low value add calls - typically addressed by simple FAQs. We've replaced our entire payment system with the Verint Intelligent Virtual Assistant, and it's performed very well, diverting more calls than its legacy predecessor to self-serve.
We have started to try to use it for Claims and Insurance transactions, and it is less appropriate in these cases.

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.

Absolutely the digital era is taking part in our lives and which is the expectations customer service? ... At least for me, is the correct attention in an effective time offering the best medios to solve our requests. Is well know that all the companies operation always will have opportunities areas and is where Verint Intelligent Virtual Assistant can be part efficiently routine processes. Based on a dive investigation regards statistics and metadata, Verint Intelligent Virtual Assistant is able to offer best practices and AI opportunities to carry on the customer operation in the next level.

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.

IVA is perfect for a chat platform. The difficult part is getting all the new things integrated and connected without Verint hand holding me. I want to fly but there is not that much content available online to help me do that.