Verint GTM exec: ‘We’re an AI outcomes company’
A lot of organizations have spent the last year and a half experimenting with artificial intelligence to enhance customer experiences. Dave Singer is ready to help them achieve real results.
The vice-president of Go-To-Market Strategy for Workforce Engagement at Verint was among those on the ground in Orlando this week at the company’s Engage conference, where the emphasis was not simply on AI but the outcomes it can deliver.
This included the expansion of its contact center suite of business analytics solutions with the Verint Genie Bot, which will be embedded in its speech analytics application.
Verint is promising that the Genie Bot can synthesize data and generate insights for contact centers and beyond in a matter of seconds.
Verint
“The problem isn’t in building AI or building models. The problem is, are we realizing value?” Singer told 360 Magazine in a briefing ahead of Engage. “Everybody else is talking about the AI they’re launching. We’re talking about the value our customers have already received.”
For example, Verint has worked with a leading travel company, Singer said, which has contained of 95 per cent of its customer interactions and offer self-service through Verint’s bots. He said other brands have saved millions of dollars a year in their quality assurance programs by automating the scoring and evaluation of agents.
One of the reasons many CX leaders’ AI adoption plans haven’t made it past the pilot stage is a fear over hallucinations, drift and other accuracy concerns. Singer said Verint is on safer ground given its volume of engagement and interaction data.
“(Our AI outputs) are not based on what you could find on the Internet two years ago,” he said. “They’re based on the knowledge sources in your enterprise today. We can ensure accuracy and relevancy, and it’s all built in our ethical AI framework.
Most of Verint’s customers know what they want to achieve with AI, Singer said. They just don’t how to get there. Focusing on those outcomes is a way of avoiding being overwhelmed by the number of options and tools available, which he likened it to the Cheesecake Factory’s menu.
Other announcements at Engage included a Verint Knowledge Automation bot and Agent Copilot, which the company says can double agent capacity and process twice as many calls in the contact center. Singer said Verint is balancing the introduction of more automation with an ongoing look at where brands want to keep humans in the loop, such as complex sales like a mortgage or health-care decisions.
“Even in Star Trek, you’ve got the crew on the bridge, right?” he said. “That bar is going to continue to shift.”
Verint Engage wrapped up on Wednesday.
