Verint Announces Adoption of Coaching Bots by Multinational Bank

What is the best way to turn a rookie contact center agent into a veteran? Well to begin, there is experience. But even before then, effective coaching is one of the best ways to get an agent’s skills truly up to par. Human supervisors, of course, should be excellent; they, however, often don’t have as much time as they would like to spend coaching new hires or intermediate agents who could use some upskilling.

Increasingly, AI is taking over where humans may not be able to spare the attention or resources.

Thus, customer experience automation company Verint recently announced that a renowned multinational bank is using its Verint Coaching Bot to help its contact center agents improve upsell/close rates. Verint Coaching Bots listen to conversations in real-time and use AI to notify and assist employees and supervisors about ways to handle a call more effectively. Call center agents receive in-the-moment non-disruptive guidance from the Coaching Bot when they need it.

The unnamed bank was seeking to improve revenue generation from its contact center operations, which meant there was a need to upskill agents. Through real-time guidance from the Verint Coaching Bot, agents more consistently delivered the right up-sell offer at the right time, which improved sales close rates. As a result of deploying the Verint Coaching Bot, the bank reported a 48 percent increase in contact centers sales over a two-month period.

“More and more brands are using AI-powered bots to increase agent capacity and provide opportunities for contact center agents to generate revenue,” said Verint’s Daniel Ziv, Vice President, Go-to-Market, in a statement. “Today, Verint AI-powered bots can guide contact center representatives to become more effective sales agents. The Verint Coaching Bot delivers tangible AI business outcomes by guiding agents to introduce the ideal up-sell offer based on the customer’s profile. This real-time coaching capability improves up-sell close rates and can drive millions of dollars of increased sales through the contact center.”