On December 4, 2024, Verint, The CX Automation Company, announced the launch of its new CX/EX Scoring Bot on the Verint Open Platform. This innovative bot provides real-time insights, replacing the lagging indicators typically found in customer and employee surveys.
The Verint CX/EX Scoring Bot is a new addition to Verint Agent Copilot Bots. It goes beyond GenAI by utilizing proprietary AI models to offer exceptional insights into customer experience (CX), agent satisfaction, and the emotional connection between customers and agents. With real-time scores for both CX and employee experience (EX) on every call, contact center teams can now optimize agent interactions and improve customer satisfaction.
“You can’t improve what you don’t measure. The Verint CX/EX Scoring Bot delivers a unique approach to measuring the human experience,” says Josh Feast, Verint’s General Manager of AI-powered Real-time Coaching. “These richer CX and EX insights provide the accurate and timely data needed to deliver strong AI business outcomes driven by elevated customer satisfaction, reduced customer churn, and increased efficiency in the contact center.”
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Customer-Reported AI Business Outcomes
A leading hospitality company is using the CX/EX Scoring Bot to gather real-time metrics, replacing lagging survey indicators. This enables the identification of trends and offers timely, relevant guidance for CX improvements. A company spokesperson shared that the Verint CX/EX Scoring Bot has played a crucial role in their mission to serve every hotel owner and guest. The bot has significantly enhanced both customer and employee experience levels, resulting in reduced attrition for both contact center customers and agents.
A New Addition to the Verint Open Platform
The Verint Open Platform delivers measurable AI business outcomes across contact centers and enterprise CX functions. The platform includes several Verint Agent Copilot Bots that utilize AI to augment agents, increase agent capacity, and enhance both CX and EX. Notable examples of these bots include the Verint Knowledge Automation Bot, which helps agents automate knowledge searches and shorten call durations by around 45 seconds, and the Verint Wrap Up Bot, which automates call summaries and reduces call lengths by approximately 60 seconds.
The Verint CX/EX Scoring Bot, the latest addition to the platform, is another Verint Agent Copilot Bot that leverages AI to measure CX and EX in real-time, offering accurate data without relying solely on post-call surveys.