Verint Intelligent Virtual Assistant (IVA)
AI-powered virtual assistants for faster, easier customer self-service and elevated CX.
Executive Summary
Verint Intelligent Virtual Assistant (IVA) is an advanced AI-powered solution designed to revolutionize customer self-service. It leverages human-emulated conversational AI to deliver personalized, secure, and intelligent interactions across various voice and digital channels. The IVA automates routine customer inquiries and tasks, enabling organizations to provide faster and more efficient support. By handling a significant portion of customer interactions, Verint IVA frees up live agents to focus on more complex issues, thereby increasing overall agent capacity and productivity. This leads to improved customer experiences (CX) through immediate, 24/7 assistance and drives measurable AI outcomes, such as higher interaction containment rates. The platform is built to seamlessly integrate with existing customer engagement ecosystems, enhancing the overall customer journey.
Use Cases
- Automating customer interactions across voice and digital channels
- Providing personalized self-service experiences for customers
- Increasing live agent capacity by handling routine inquiries
- Improving customer experience through immediate issue resolution
- Identifying and resolving customer issues in real-time through struggle detection
Features
Intelligence
- Human-Emulated Conversational AI: Powers intelligent virtual assistants capable of understanding and responding to complex customer inquiries with human-like conversational abilities.
- Real-time Struggle Detection: Identifies customer frustration or difficulty in real-time to proactively offer assistance and prevent churn.
Technical Specifications
- Architecture
- Features an open-API architecture with well-documented RESTful APIs and developer tools, enabling seamless integration and customization within existing enterprise ecosystems.
- Deployment
- SaaS
- API Available
- Yes
AI/ML Stack
- Conversational AI
- Natural Language Processing (NLP)
Integrations
- CRM
- HR systems
- Customer Support platforms
- Third-party applications
Security & Compliance
Certifications: SOC 2 Type II, PCI-DSS, GDPR, ISO 27001, HIPAA, CCPA, CPRA, NIST
Encryption: Data is protected through industry-standard encryption protocols for data in transit and at rest within the Verint Cloud Platform.
Pricing
- Target Customer
- Mid-Market,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.