Verint has released a demo showcasing how three of its specialized bots work together to automate contact center quality management (QM).
It starts with the Verint Quality Template bot. Leveraging this, the QM leader can input a few prompts as to what an excellent customer conversation looks like.
From there, the bot uses generative AI (GenAI) to scan contact center conversations, spotting phrases and behaviors that reflect the prompt.
In doing so, it auto-builds a quality scorecard, which the QM leader can tweak and build upon.
Then, the Performance Scoring and Compliance Scoring bots enter the fray.
Both work hand-in-hand to auto-fill the scorecard and provide an automated agent performance and compliance score for all contact center conversations – across voice and digital.
According to Verint, this lowers the burden on contact center QM teams and supervisors – so they can spend more time coaching, rewarding great performance, and correcting compliance errors.
Yet, there are many other advantages. For instance, supervisors can cherry-pick contacts for manual monitoring, which show indications – via the automated score – of holding the best learning or recognition opportunities.
Of course, other Auto-QM solutions may deliver such benefits. However, the Verint Quality Template bot’s use of GenAI enables more flexible QM criteria, so agents don’t have to stick completely to a script to score well.
In other words, it better interprets the gist of the conversation – as the video demo below suggests.
The video offers an excellent example of how Verint uses the specialized bots concept to further the AI in customer experience conversation.
Indeed, the vendor is not talking about generalized AI. Instead, it focuses on driving specific, tangible value with AI.
