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AI is Changing Everything: Key Takeaways from Verint Engage 24

Verint Engage 24 Verint Engage 24

Artificial Intelligence (AI) continues to reshape the customer experience (CX) landscape, with real-world applications now delivering measurable business outcomes. This was the focus of the recent Verint Engage 24 conference, where industry leaders discussed the tangible ways AI is being used to drive customer service and workforce management into the future.

Moving AI from Concept to Practice

Dave Singer, Verint’s Global Vice President of Go-To-Market Strategy, outlined a key shift in the use of AI. The technology has moved beyond theoretical applications and into the realm of practical business solutions. One of Verint’s approaches highlighted during the event is how companies can implement AI without extensive system overhauls, enabling quicker, more effective results.

Singer discussed specific instances where companies have leveraged AI to achieve cost savings and improved operational efficiency. Generative AI (Gen AI) has become a game-changer, expanding the possibilities for customer interactions. This transition from concept to practical use is now shaping the future of CX, especially as companies seek ways to deploy AI effectively without the need for full-scale re-platforming.

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The Integration of New Communication Channels

The evolution of customer communication methods, including newer platforms like TikTok, presents both challenges and opportunities for customer service. This shift necessitates the use of AI to manage an increasingly complex range of customer inquiries. A case study shared at the conference involved Volaris Airlines, which utilized AI to sift through vast amounts of data, enhancing both customer-facing and agent-assisting technologies. This progression underscores the importance of data analytics in optimizing AI deployment across varied communication channels.

AI in Workforce Management: From Burnout to Balance

One of the most notable announcements at Verint Engage 24 was the introduction of the TimeFlex bot. This tool automates staff scheduling, a traditionally cumbersome process, thereby freeing up supervisors to focus on quality and coaching rather than administrative tasks. TimeFlex is positioned as a response to the challenges of post-pandemic workforce management, addressing agent burnout by optimizing workload distribution.

The session also highlighted the role of data insights bots in measuring the value of AI applications across different business processes. These insights are crucial for demonstrating how AI not only improves operations but also contributes to employee well-being, a critical factor in workforce management today.

Genie Bot: A Leap in Business Analytics

A key focus of the discussions at Verint Engage 24 was on the company’s new AI tool, Genie Bot. This bot aims to enhance operational efficiency by dramatically increasing the analytical capacity of organizations. By turning a small team of analysts into a powerhouse capable of processing large volumes of data, Genie Bot provides business insights at an unprecedented scale. The introduction of this tool represents Verint’s commitment to transforming data into actionable intelligence that delivers clear returns on investment.

Prioritizing Outcomes Over Quantity in Bot Deployments

The conference featured insights from Verint’s Vice President of AI and Analytics, Daniel Ziv, and MSC’s Director of Workforce Optimization, Gail Magdowski, who emphasized the importance of shifting focus from the sheer number of bots deployed to the outcomes they generate. This approach signals a move away from the novelty of AI toward a more results-driven mindset, with an emphasis on how AI can be used to meet specific business objectives effectively.

Telecommunications and Customer Experience: Navigating the Inflection Point

Brad Ramsey, SVP of US Sales at Connex Telecommunications, added another dimension to the conversation by examining the intersection of telecommunications and CX. Ramsey noted that the industry is at an inflection point due to the rise of AI and automation. With a long-standing history in customer service analytics, Verint is uniquely positioned to capitalize on this shift, using secure, curated data sets to offer solutions tailored to the evolving demands of the market.

Strategic Partnerships Driving Innovation

The event also announced an expanded partnership between Verint and Five9, which has grown since its inception in 2016. Together, they now offer a platform-to-platform solution that stands out in the high-end and enterprise markets. The strategic collaboration demonstrates how partnerships can foster innovation and set new industry standards, providing a competitive edge in the rapidly evolving CX space.

A New Era for AI in CX and Workforce Management

In summary, the discussions at Verint Engage 24 showcase AI’s growing influence in transforming customer interactions and workforce management. The announcements, from TimeFlex’s impact on staff scheduling to the advanced analytics capabilities of Genie Bot, underscore a broader industry trend: AI is no longer an experiment; it’s a key driver of tangible business results. 

These developments offer valuable insights into the current state and future direction of AI in business, particularly for those navigating the complexities of customer experience and workforce management. With a clear focus on delivering measurable outcomes, Verint’s latest offerings demonstrate that the future of CX is not just about deploying AI but doing so in a way that aligns with business goals and customer needs.

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