Verint's IVA Solution Helps Travel Company Achieve Self-Service Containment of 95%

In the days when self-service technologies were all but rudimentary, companies were lucky to offload even a few percent points of their most basic customer transactions; balance checks or address changes, or even password resets. With increasingly sophisticated self-service technologies such as artificial intelligence-driven customer service bots, companies are now seeing a larger portion of their transactions resolved by self-service.

And in the case of one customer of the CX automation solutions provider Verint, a MUCH larger portion.

A leading U.S. travel company recently announced that it has been using Verint bots to achieve successful self-service containment of 95% of their customer interactions. The unnamed travel company is reportedly using Verint’s AI-powered IVA (Intelligent Virtual Assistant) to handle six million digital customer interactions per year (i.e. related to travel booking, changes and cancellations). The company also reported positive customer experiences when their customers interacted with the Verint bots.

More context: Verint’s IVA solution was designed to drive AI outcomes with higher interaction containment rates and AI-powered routing across all a company’s communications channels, including voice and digital channels. Using the IVA solution, companies can deliver personalized self-service experiences over voice or digital channels to effectively contain customer inquiries and reduce agent workload, continuously improving effectiveness through AI. AI-powered routing uses contextual data to intelligently distribute interactions to the right resource at the right time, regardless of channel, "sizably improving customer and agent experience and first-contact resolution (FCR)," according to Verint.

“Verint IVA continues to deliver a dramatic impact on business outcomes across many industries. Brands can better serve their customers, lower operating costs and drive incremental revenue,” said Verint’s Heather Richards, Vice President of Go-to-Market Strategy, in a statement. “Today, Verint’s customers can deploy Verint IVA within 30-days and can quickly benefit from AI business outcomes such as a 20% increase in their self-service containment rate."