Verint leads in Conversational AI according to Opus Research report

Verint, an expert in customer engagement, has been recognised as an industry leader in the Opus Research 2023 Conversational AI Intelliview report. Verint's Intelligent Virtual Assistant (IVA) was commended, standing out amongst the 16 solution providers evaluated for its product completeness, flexibility, and strategic potential.

High ranking across the report's four key components further showcased Verint's capabilities, signalling their role as exceeding expectations in state-of-the-art capabilities, integration points and scalability, real-world success, and strong vision.

Derek Top, Research Director and Senior Analyst at Opus Research commented, "Verint rated well by covering all the bases for enabling successful conversational AI deployments among organisations looking to transform engagement through intelligent automation."

"They built an impressive track record by taking an open platform approach with flexible tools for managing purpose-specific bots that empower agents and assist in routing, queuing and analytics, all supported by a vision that scales across multiple industries," said Top. 

The Opus report stressed the importance of leading vendors supporting the use of Large Language Models (LLMs) and Generative Artificial Intelligence (AI), particularly pointing to those establishing a strong framework for privacy and trust.

Heather Richards, Vice President of go-to-market strategy at Verint, defended this view: "The conversational AI landscape is changing rapidly in light of advancements made possible by LLMs and Generative AI. To be recognised by Opus Research as a leader for our IVA, including our Digital and Voice Containment Bots, is fantastic."

A recent survey by the company reflected a growing user experience gap, with 64% of the 71% of users who have interacted with a chatbot reporting a negative experience. The findings indicate while customers want self-service options, simplistic decision trees fall short of high service expectations.

Brands can leverage conversational AI to meet customer needs and deliver efficient and effective service. Efficient bot management of repetitive customer inquiries can save millions of dollars, leading to improvements in Customer Experience (CX).

Coherent with the study's findings, Richards pointed out that "today's consumer has outgrown the limited capabilities of common chatbots. By reducing friction created by simplistic chatbots and voice assistants and increasing intelligence, we are driving an entirely new level of CX automation for brands."

Verint provides a viable solution through their Voice and Digital Containment Bots, which integrate easily with enterprise applications for personalised, self-service experiences, efficiently resolving inquiries and reducing inbound calls.

Verint's Specialised Bots have been designed for specific roles within a contact centre, supporting CX automation by accelerating and automating existing workflows. These bots offer a cost-effective alternative to hiring new resources and serve as a valuable solution for bridging the Engagement Capacity Gap. The incorporation of bots can enhance both the employee experience and the enterprise's ability to do more with fewer resources.