Verint has secured a $6.5 million multi-year contract with a major U.S. public utility company to deploy the Verint Open Platform in their 1,800-agent contact center. This move aims to enhance CX automation and drive AI-powered business results.
The utility company seeks to lower operational costs, gain deeper insights into customer trends, improve customer retention, identify upsell opportunities, and implement a holistic approach to quality management. To achieve these goals, Verint will introduce four AI-powered bots: the Verint Data Insights Bot, Verint Exact Transcription Bot, Verint Interaction Wrap-Up Bot, and Verint Quality Bot.
“Insurance companies are looking to drive up insurance policy renewal rates without increasing the size of their contact center workforce. This is a powerful example of how multiple Verint bots are helping a global insurance brand achieve their objectives. The Verint Open Platform has been deployed by many of the largest insurance companies in the world, delivering strong AI business outcomes for the industry,” says Daniel Ziv, Vice President, Go-to-Market Strategy, Verint.
Driving results for an insurance company
Verint has also revealed that a global insurance company has achieved significant AI-driven business outcomes using multiple bots on the Verint Open Platform.
By deploying the Verint Exact Transcription Bot, Verint Coaching Bot, and Verint Quality Bot in their contact center operations, the company achieved significant results: a 95% call categorization accuracy rate with streamlined workflows and a 97% increase in Net Promoter Score (NPS). In addition, integrating the Verint Coaching Bot and Quality Bot reduced policy renewal call durations by over three minutes each, resulting in annual savings of approximately $6 million within just three months.
“Public utilities are embracing CX automation to elevate their customer experiences with the same budget and resources. The Verint Open Platform transforms the latest AI technology innovation into tangible AI business outcomes that are quickly deployed in existing workflows,” said Steve Seger, Chief Revenue Officer, Verint.
