Verint® (NASDAQ: VRNT), The CX Automation Company™, today announced that a healthcare service provider has reported a 10 percent increase in their contact center agent capacity after deploying the Verint Intelligent Virtual Assistant (IVA).
The company manages 10 million customer interactions per year in their contact center. To manage these high interaction volumes, the company deployed Verint IVA to increase agent capacity and deliver tangible AI business outcomes. As an agent interacts with the customer, Verint IVA provides the agent contextual information – reducing the effort required to provide accurate, personalized responses. Previously, the agent would have to consult a 30-page manual or a supervisor for answers. As a result, Verint IVA has reduced the average time agents spend on customer interactions by 10 percent, resulting in improved customer experience as well as increased agent capacity.
“This healthcare provider is primarily serving the elderly and disabled. With Verint, they can take CX to a higher level by providing the right mix of human touch and automation to support their unique customer base,” says Verint’s Heather Richards, vice president, go-to-market. “The company is also experiencing significant cost savings by increasing agent capacity by 10 percent.”
Visit Verint Open Platform to learn more. Watch this webinar to learn how to elevate CX with Verint IVA featuring industry analyst Maribelle Lopez and Verint’s Heather Richards.
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