Verint has introduced the CX/EX Scoring Bot, an AI-powered tool that delivers real-time customer and employee experience scores. As part of the Verint Agent Copilot Bots suite on the Verint Open Platform, the bot sets itself apart by offering immediate insights, replacing traditional survey-based lagging indicators.
Leveraging proprietary AI models, the CX/EX Scoring Bot evaluates interactions during every call to provide live metrics on customer experience, employee experience, and emotional connection. This empowers contact centres to refine agent interactions and improve overall satisfaction in real time.
“You can’t improve what you don’t measure. The Verint CX/EX Scoring Bot delivers a unique approach to measuring the human experience. These richer CX and EX insights provide the accurate and timely data needed to deliver strong AI business outcomes driven by elevated customer satisfaction, reduced customer churn and increased efficiency in the contact centre,” says Josh Feast, Verint’s general manager, AI-powered Real-time Coaching.
The Verint Open Platform features a suite of Agent Copilot Bots designed to enhance contact centre performance. These include the Verint Knowledge Automation Bot, which shortens call durations by automating information retrieval, and the Verint Wrap Up Bot, which streamlines post-call summaries. Both tools have demonstrated measurable efficiency gains, cutting call lengths by 45 to 60 seconds.
The new CX/EX Scoring Bot adds a critical dimension by enabling teams to monitor and improve experiences as they happen, advancing Verint’s mission to harness AI for transformative business outcomes across customer and employee experience functions.
An early adopter of this solution, a major hospitality company, has already seen transformative outcomes. By analysing real-time data rather than post-interaction surveys, the company identified trends to guide its customer experience strategies. The company spokesperson reported significant gains in customer and employee satisfaction, noting reduced attrition among contact centre agents and improved retention of hotel guests.