Automating Quality Managementwith Verint Quality Bots
Now You Can:• Leverage AI to automate theentire quality management
process, from scoring evaluations
to assigning coaching.

• Autoscore up to 100 percent

of recorded voice and textbased interactions, offering
greater insight, objectivity, andconsistency than traditional
sampling techniques.

• Use generative AI to create

more accurate scoring models
quickly and effortlessly.

• Reallocate quality resourcesfrom scoring evaluations
to higher-value activities,
such as coaching agents.

Is your quality management program truly effective?
If you’re only reviewing 1–3 percent of your customer
interactions, you may be missing critical performance,compliance and service issues, risking a decline incustomer satisfaction and a rise in customer attrition.
Verint® Quality Bots use advanced AI to help you
automate your quality process and discover what’s
lurking in your currently unmonitored interactions.
By reviewing up to 100 percent of interactions acrossall channels—voice and digital, human, and bot—you
can improve service quality, customer experience (CX),
compliance, and employee performance.
Verint Quality Bots augment your human workforce and help you elevateyour quality and compliance strategy without disrupting your operations.
Transform traditional quality processes by better understanding agent
performance and service quality and drive business improvements, such as:•

Operational Efficiency – Balance customer satisfaction
with operational efficiency and shift contact center
resources where they can deliver the greatest impact.

•Compliance Adherence – Ensure that agents provide required
disclosures and follow mandatory scripts, helping reduce
the risk of non-compliance and potential penalties.

•Customer Satisfaction – Improve the quality of interactions
by proactively spotting and remedying employee gaps
in knowledge and adherence to processes.

•Employee Satisfaction – Build agent satisfaction byassessing performance consistently, transparently,
and objectively across every interaction.

Verint Quality Bots include three AI-powered bots to automate
your quality program.

Verint Quality Template Bot

Verint Compliance Scoring Bot

Automating your quality management has never been easier.
Verint Quality Template Bot™ uses the power of generative
AI to help you build and refine your scoring models. Writea few prompts for what an ideal answer looks like, then theQuality Template Bot uses these inputs to automatically
identify phrases that have a similar meaning and builds theappropriate scoring model.

Improve your employees’ adherence to your internal
processes and external regulations. Verint Compliance
Scoring Bot™ monitors up to 100 percent of your voice- andtext-based, human and bot interactions across all channels
and alerts you of potential cases of non-compliance withyour internal workflows or external regulations—such as PCIDSS, data privacy laws, or industry-specific regulations.

Key benefits:

Key benefits:•Reduce time and effort spent building evaluation
rules, freeing your quality team to focus on
more valuable tasks, like coaching.

•Mitigate risks of non-compliance that canlead to poor customer experiences, loss ofreputation, hefty fines, and other penalties.

•Improve scoring model accuracy with thepower of generative AI. Move beyond
identifying exact matches to your examples byrecognizing semantically similar phrases.

•Turn your compliance strategy from reactive
to proactive: prevent, spot, and remedy noncompliant actions before they escalate.

•Extend quality monitoring to assess
soft skills, such as empathy.

•Automatically notify agents and assign training
to reinforce proper compliance processes.

Verint Performance Scoring Bot
Automatically evaluate up to 100 percent of your human andbot, text and voice interactions across all channels. Verint
Performance Scoring Bot™ uses integrated scorecards andprovides an automatic workflow for scoring and reportingon interactions. The bot can help you share performance
metrics and resolve skill gaps by triggering alerts andenabling you to view the results of coaching sessions.

Part of Verint Open CCaaS Platform
Verint Quality Management is part of Verint Open CCaaS™
Platform that provides organizations with the foundation
to choose the right path for their contact centers now andin the future. This next-generation open platform delivers
customer experience (CX) automation while lowering
operating costs and ultimately enables brands to achieve
best-in-class contact center operations.

Key benefits:•Score up to 100 percent of interactions,even in multiple languages, objectively,
against the exact same standards.

•Share the results with your employees and otherteam members seamlessly for timely actions.

•Get automated coaching alerts when a key performanceindicator falls below your pre-defined threshold.

Verint. The Customer Engagement Company®
Americas

Europe, Middle East & Africa

Asia Pacificverint.com

info@verint.com

info.emea@verint.com

info.apac@verint.com

x.com/verint+1 770 754 1900

+44(0) 1932 839500+(852) 2797 5678

linkedin.com/company/verint

1-800-4VERINT© 2024 Verint Systems Inc. All marks referenced herein are trademarks, registered or otherwise, of Verint Systems Inc. (“Verint”), its subsidiaries, or its respective licensor owners.
All Rights Reserved Worldwide. Unauthorized use, duplication, or modification of this document, or any part, without the written consent of Verint is strictly prohibited. By providing
this document, Verint is not making representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without
notice. Features listed in this document are subject to change and not all functionality is available in all configurations. 07.2024

verint.com/blog