Verint^®, The Customer Engagement Company^™, today announced new AI-driven Real-time Agent Assist (RTAA) capabilities including real-time sentiment analysis and new work assist functionality in the Verint Customer Engagement Cloud Platform.

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“While nearly all businesses know the importance of customer empathy, most struggle to deliver it on a consistent basis, especially given the work-from-anywhere contact center environment”

The new functionality, powered by Verint Da Vinci^™ AI and Analytics, helps organizations connect with customers on a more empathic and human-level, empowering agents with in-the-moment knowledge and context around customer sentiment and intent. This gives brands a powerful tool to assist employees as they work from anywhere to boost customer satisfaction and loyalty in today’s digital-first world, where empathy-led customer experience is imperative.

With expanded linguistic and acoustic analysis capabilities, AI-powered bots comprehend what’s being said, how it’s being said and the corresponding agent’s actions and desktop activity, understanding the full interaction context to provide meaningful assistance in the moment to improve agent efficiency and reduce handle time. Verint’s RTAA provides critical notifications, knowledge, and reminders on the agent desktop, unobtrusively, to guide agents on the next-best action and drive positive interaction outcomes.

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“When customers pick up the phone to talk with live agents, they rightly expect rapid response and sensitivity to their moods and overall sentiment,” explains Dan Miller, lead analyst at Opus Research. “Verint’s approach employs AI-infused analytics during each conversation to help agents respond empathetically, resulting in higher levels of engagement, task completion and customer satisfaction.”

A new Verint Da Vinci transcription engine, built on advanced Deep Neural Network (DNN) models, provides best-in-class transcription and comprehension accuracy as well as discernment of customer intent and sentiment. This helps ensure accurate understanding of complex contact center conversations to provide insight as how and where agent empathy can be improved.

Beyond the expanded capabilities to assist agents in real time and a new post-call transcription engine with market-leading breakthrough transcription and comprehension accuracy, Verint also released additional enhancements to its cloud platform. It extended the capabilities of its Engagement Data Management solution to include experience data. Through this combination of interaction and experience data management, Verint provides brands with a comprehensive view of customer engagement data across all customer touchpoints.

“While nearly all businesses know the importance of customer empathy, most struggle to deliver it on a consistent basis, especially given the work-from-anywhere contact center environment,” says Verint’s Daniel Ziv, vice president, speech and text analytics, global product strategy. “Our latest innovation supports the delivery of exceptional experiences aligned with the customer’s emotional state and intent for more impactful and meaningful interactions, guiding agents in real time towards the best possible outcome.”

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