Verint Agent Copilot
AI assistance to dramatically boost agent capacity and productivity.
Executive Summary
Verint Agent Copilot dramatically increases agent capacity and productivity through real-time AI assistance. It leverages agentic AI to automate specific micro-workflows and repetitive tasks, allowing human agents to focus on more complex customer needs. This intelligent solution provides real-time insights and guidance during live customer interactions, significantly reducing call handle times and improving overall customer experience. The Copilot bots can reduce a typical seven-minute customer call to just three and a half minutes, effectively doubling agent capacity. It continuously monitors and scores customer experience (CX) while automating tasks like after-call work, supporting agents across the entire customer journey from sales to service. The platform is built on an open API ecosystem, allowing for seamless integration with existing CRM, HR, and customer support applications.
Use Cases
- Reduce average call handle time by automating routine tasks and providing real-time guidance.
- Increase agent capacity and productivity by offloading repetitive micro-workflows.
- Automate after-call work and administrative tasks to free up agent time.
- Improve customer satisfaction through consistent, AI-powered real-time assistance.
- Monitor and score customer experience during interactions for continuous improvement.
Features
Visibility
- Real-time Interaction Monitoring: Monitors live customer interactions to provide immediate context and insights to agents.
- CX Scoring: Automatically scores customer experience during interactions to identify performance and satisfaction levels.
Intelligence
- AI-Powered Agent Assistance: Provides agents with real-time guidance, suggestions, and next-best actions.
- Micro-Workflow Automation: Automates specific, repetitive agent tasks and micro-workflows to boost efficiency.
- Knowledge Automation: Leverages AI to automate knowledge delivery and retrieval for agents.
Support
- Doubled Agent Capacity: Enables agents to handle significantly more interactions by automating routine tasks.
- Reduced Call Handle Time: Streamlines interactions and automates processes to cut average call handle times by up to 50%.
Technical Specifications
- Architecture
- Open API Ecosystem
- Deployment
- SaaS
- API Available
- Yes
AI/ML Stack
- Agentic AI
Integrations
- CRM
- HR
- Customer Support applications
Security & Compliance
Certifications: PCI, GDPR, ISO, SOC2, HIPAA, CCPA/CPRA, NIST
Encryption: Industry-standard encryption practices as part of Verint's leading security framework.
Pricing
- Model
- Outcome-aligned pricing
- Starting Price
- Contact sales
- Target Customer
- Enterprise
About Verint
Verint Systems Inc. is a technology company headquartered in Melville, New York, specializing in customer experience (CX) automation. It offers an open platform, applications, and AI-powered bots to analyze business intelligence from customer interactions across various touchpoints, serving thousands of contact centers globally.
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