Verint®, The CX Automation Company™, has launched the innovative CX/EX Scoring Bot as part of its Verint Open Platform. This bot moves beyond traditional survey methods, providing real-time insights into customer experience (CX) and employee experience (EX).

Key Features of Verint CX/EX Scoring Bot

• Real-Time Insights:

  • Delivers live scores for CX and EX during customer-agent interactions.
  • Enables contact centers to improve agent interactions and overall customer satisfaction.

• Proprietary AI Models:

  • Utilizes unique AI technology beyond generative AI.
  • Tracks emotional connections between customers and agents for deeper analysis.

• Enhanced Business Outcomes:

  • Offers actionable insights for improving customer satisfaction and reducing churn.
  • Drives efficiency across contact center operations.

Business Impact

Real-World Application

A leading hospitality company has successfully used the CX/EX Scoring Bot for:

• Gaining actionable metrics in real time instead of relying on traditional surveys.
• Providing timely guidance to improve CX.
• Achieving reduced attrition for customers and contact center agents.

Additions to Verint Open Platform

Verint Agent Copilot Bots Suite

The platform’s suite of AI-driven bots enhances contact center performance. Key bots include:

1. Verint Knowledge Automation Bot:
   • Automates knowledge searches, reducing call times by 45 seconds.
2. Verint Wrap-Up Bot:
   • Automates call summaries, reducing call length by 60 seconds.

The New CX/EX Scoring Bot

• Accurately measures CX and EX in real time.
• Bridges gaps left by traditional survey-based feedback systems.

The Verint CX/EX Scoring Bot represents a transformative tool in CX and EX management. By integrating real-time analytics and proprietary AI, Verint continues to lead in delivering measurable, AI-driven outcomes for contact centers and enterprises.