Recognition Demonstrates Continued Innovation in Conversational AI for Verint’s Digital-First Engagement Solutions
Verint, The Customer Engagement Company, announced it was named to the inaugural Constellation ShortList for Conversational AI. The technology vendors and service providers included in this research deliver critical transformation initiative requirements for early adopters and fast-follower organizations.
“Today’s CAI systems are purpose-built for a specific domain and can solve customer problems without the need for human intervention. The combination of sentiment, tone, and emotional intelligence allows them to determine if a customer is upset and prioritizes solving their issue which helps reduce agitation.”
Supported by a natural language understanding library of over 90,000 intents, Verint Conversational AI™ goes beyond simple question-and-answer interactions to provide actionable responses across channels – including voice, social media channels, and smart speakers. These capabilities are the foundation for Verint Intelligent Virtual Assistant (IVA). Verint IVA can answer questions 24/7 in more than 40 languages, proactively assist customers, provide guided resolution, capture insights, and transfer interactions to live agents.
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“Today, brands need to provide swift and effortless customer experience on their customers’ channel of choice. To remain competitive, organizations must put digital-first engagement at the top of their priority lists,” says Verint’s Heather Richards, vice president, GTM strategy, digital first engagement. “Through its conversational AI capabilities, the Verint IVA solution delivers personalized, human-like interactions with customers across digital and voice channels.”
Constellation considers a number of criteria when choosing solutions for their shortlist. Conversational AI solutions must integrate natural-language-understanding (NLU) capabilities, understand users and personalize conversations for each user, enable a live agent escalation option if and when needed, and provide customizable workflow management, to name a few.
“Conversational AI (CAI) has moved away from traditional chatbots to intelligent virtual agents, often matching, or surpassing, the human agents. In many instances, humans can now have intelligent conversations with machines without realizing they are talking to a machine,” said Andy Thurai, vice president and principal analyst at Constellation Research. “Today’s CAI systems are purpose-built for a specific domain and can solve customer problems without the need for human intervention. The combination of sentiment, tone, and emotional intelligence allows them to determine if a customer is upset and prioritizes solving their issue which helps reduce agitation.”
Constellation Research advises leaders on leveraging disruptive technologies to achieve business model transformation and streamline business processes. Products and services named to the Constellation ShortList meet the threshold criteria for this category as determined through client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research. The portfolio is updated at least once per year as the analyst team deems necessary based on market conditions.
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