Verint® (NASDAQ: VRNT), The CX Automation Company™, today announced that a major U.S. travel services company deployed Verint AI-powered Intelligent Voice Assistant (IVA) to replace their legacy telephony IVR (Interactive Voice Response) solution and achieved strong AI business outcomes. The company increased containment in self-service from 10% to 50% of their telephony traffic within the first month, driving $10 million in annual savings.
The company was using a legacy touch-tone IVR for self-service across 4 million calls annually. Verint IVA delivered best-of-breed intent recognition as well as integrations to back-end systems, such as CRM and location services, to accurately respond to customer questions. As a result, call containment within the self-service channel significantly increased.
“Verint IVA is revolutionizing the approach to telephony self-service,” says Verint’s Heather Richards, vice president, Go-to-Market Strategy. “By improving intent recognition and providing seamless integration with CRM and other specialized services, brands can significantly increase self-service containment, driving millions of dollars in savings and elevating their customer experience.”
Visit Verint Intelligent Virtual Assistant to learn more.
About Verint
Verint® (NASDAQ: VRNT) is a leader in customer experience (CX) automation. The world’s most iconic brands - including more than 80 of the Fortune 100 companies - use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise.
Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®. Learn more at Verint.com.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2024, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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