Verint Named Intelligent Virtual Assistant Leader

Virtual assistants are taking over as the most popular mode of communication for businesses to schedule appointments, answer routine questions and more.

Today, thanks to AI technologies, virtual assistants are more intelligent than ever. They understand natural speech, respond in context and can anticipate sentiments. Virtual assistants continue to make giant strides in improving customer experiences, bringing down costs for businesses and changing how customers communicate.

Analyst first Ovum (News - Alert) recently released its latest comparison report on the technology and recognized Verint System’s AI-Powered Intelligent Virtual Assistant (IVA) offering for its technological innovation including the solutions ease of integration, tool and service offerings and comprehension capabilities.

With Verint (News - Alert) IVA businesses can communicate with their customers via digital channels. Instead of using forms or self-service menu trees, customers can use natural conversations over the web, mobile, social and online communities. The technology is able to comprehend contextual information and provide personalized answers.

The report, “Ovum Decision Matrix: Selecting an Intelligent Virtual Assistant Solution, 2020-21,” says new IVAs are a far cry from legacy, non-intelligent tools. The latest IVAs being introduced by vendors today are saving company’s millions of dollars per call and providing ROI in just the first year of implementing the technology.

The IAV offering is part of the company’s Customer Engagement Cloud portfolio and ranked highly in the report for its ability to natural understand and process language as well it’ machine learning capabilities for discovering consumer intent and creating automation strategies.

Verint’s Michael Southworth, general manager, intelligent self-service commented on the company’s offering saying, “Our conversational AI platform provides enterprises with the capabilities and sophistication to achieve their vision of AI beyond proof-of-concept by supporting all of their automation use cases in production. We’re proud of this latest recognition for our technology and Ovum’s assessment of how our IVA solutions stand up amongst the competition.”

Other tools offered as part of Verint’s portfolio of solutions can also be used to complement IVA which further increases its value as an offering. Both Knowledge Management (KM) and Experience Management (XM) solutions make gathering, mining data and then creating better experiences possible.

Edited by Maurice Nagle