Verint, a prominent player in the customer experience automation sector, has launched an innovative Customer Experience and Employee Experience (CX/EX) Scoring Bot as part of its Verint Open Platform. This new tool aims to provide businesses with real-time insights into both customer and employee experiences, utilising advanced proprietary AI models.
Located centrally within Verint's offerings, the CX/EX Scoring Bot focuses on delivering immediate feedback on key aspects such as customer satisfaction, employee engagement, and the emotional rapport established between customers and agents during interactions. This capability is increasingly important as businesses strive to enhance service quality and meet evolving customer expectations.
The tool generates real-time scores for CX and EX during each interaction, which allows contact centre teams to continuously improve their customer service practices. Unlike traditional methods which often depend on post-interaction surveys, the Verint bot prioritises real-time measurement, enabling a more accurate assessment of performance prompts.
Josh Feast, Verint's general manager of AI-powered Real-time Coaching, remarked, “You can’t improve what you don’t measure. The Verint CX/EX Scoring Bot delivers a unique approach to measuring the human experience.” He further highlighted that “these richer CX and EX insights provide the accurate and timely data needed to deliver strong AI business outcomes driven by elevated customer satisfaction, reduced customer churn and increased efficiency in the contact centre.”
Verint's Open Platform hosts an array of Agent Copilot Bots, including the Knowledge Automation Bot and the Wrap Up Bot. These initiatives are designed to leverage artificial intelligence, enhancing agent capacity and improving overall customer and employee experiences.
Verint's commitment to the measurement of human experience underscores its mission to bolster customer satisfaction, mitigate churn, and increase contact centre efficiencies across various sectors. As businesses continue to navigate the challenges posed by modern customer expectations, tools like the CX/EX Scoring Bot are poised to play a crucial role in shaping effective customer service strategies.
Source: Noah Wire Services