Interviewing Bot
scores job candidates from a recorded virtual interview and predicts who will perform well and stay
Candidates go through a virtual interview with no recruiter present, and the bot assesses them with machine learning, proprietary audio models and predictive analytics. It rates energy, engagement and empathy, language skills, listening and problem-solving and role knowledge, predicts which candidates will perform best and stay longest, and flags those it judges unqualified. Results feed recruiters’ dashboards and Verint Workforce Management hiring plans.
Where to turn off Interviewing Bot: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Quality Bot
automatically scores agents’ customer interactions and assigns coaching
Uses AI to score up to every voice and digital interaction an agent handles against the organisation’s evaluation form, including soft skills such as empathy, script adherence and compliance. Generative AI helps build the evaluation forms. The scores build a record of each agent’s skills and gaps, and coaching can be assigned to agents automatically.
Where to turn off Quality Bot: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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QM Intelligence
AI auto-QA that scores interactions and recommends which agents to coach
Automatically evaluates up to every voice and digital interaction, for human agents and AI agents alike, against a chosen set of questions that can include soft skills such as empathy and active listening. It shows the AI’s reasoning behind each score and its AI coaching recommendations pick out the agents and behaviours that need help most. Teams decide how much of their quality checking to automate, alongside manual reviews.
Where to turn off QM Intelligence: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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CX/EX Scoring Bot
scores every phone call for customer and employee experience, including emotion analysis
AI models analyse the dynamics of every phone call and give each call a customer-experience score and an employee-experience score, covering customer effort, agent effectiveness and the emotional connection between customer and agent. Verint says the scoring includes emotion analysis, which it describes as reading tone, stress and sentiment from speech. Supervisors see live scores by agent and team with alerts, can listen in, and can track the experience of groups of agents such as new starters or those with past performance issues.
Where to turn off CX/EX Scoring Bot: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Coaching Bot
real-time AI guidance for agents during live calls, extended by Agentic Coaching
Listens to conversations as they happen and uses AI to prompt the agent, and alert supervisors, with the next best action, without interrupting the call. It is trained on the organisation’s own interaction and agent data, and the organisation chooses which agents receive help in each coaching area. Agentic Coaching goes further: it shows knowledge cards and can start follow-up actions automatically during the call.
Where to turn off Coaching Bot: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Workforce Intelligence
AI assistants on top of workforce management: a scheduling chat for agents and predictions for planners
An AI layer that sits on an existing Verint or Calabrio workforce management system and cannot be bought on its own. Agent Assist is a generative-AI chat in which agents ask about shifts, time off and overtime and get answers or decisions checked against the organisation’s rules, each with an AI-written explanation. Operations Assist watches service levels, adherence and forecasts, predicts the end-of-day result, explains what is going wrong and recommends actions such as changing schedules or offering overtime.
Where to turn off Workforce Intelligence: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Calabrio Workforce Management
AI and machine-learning forecasting of contact volumes for staff planning
Its intelligent forecasting uses AI and machine learning on historical contact data to find seasonal patterns and trends and to anticipate sudden changes in demand. The forecasts drive how many agents are scheduled and when. Scheduling itself runs on an optimisation engine the page does not describe as AI.
Where to turn off Calabrio Workforce Management: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Process Discovery Bot
AI that analyses a record of everything agents do on their desktops and maps how work is done
Part of Desktop Intelligence. Its Desktop Activity Bot records every application, field and step on agents’ desktops with no set-up, and the Process Discovery Bot uses AI to work out which tasks are being done, map how each agent does them, show variations between agents and teams and recommend improvements. Supervisors can use the per-agent data for coaching. Card and common personal data are removed on the desktop before anything is sent.
Where to turn off Process Discovery Bot: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Exact Transcription
AI speech-to-text for contact-centre calls, with AI call summaries
Transcribes calls with AI and keeps learning from the organisation’s own calls to build custom models for its terms. The transcripts feed Verint’s analytics, quality scoring, coaching and redaction. It includes Playback Summary, which uses generative AI to write a summary of each call.
Where to turn off Exact Transcription: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Speech Analytics
AI analysis of every recorded call for topics, sentiment, emotions and compliance
Analyses up to every voice call with AI and generative AI to find themes, root causes, compliance failures, coaching opportunities and sales signals. Its player shows each call’s transcript alongside detected emotions, topics and quality scores, and AI sentiment scoring rates every interaction. Genie, a generative-AI tool for asking questions about the calls in plain language, and AI redaction of personal data are built in.
Where to turn off Speech Analytics: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Text Analytics
AI analysis of chats, emails, social posts and survey comments for topics and sentiment
Uses machine learning and AI to find topics, relationships, trends and customer sentiment in written interactions such as web chat, email, social media, call notes and open survey answers. It separates what the employee wrote from what the customer wrote. Sentiment scores can be used to target feedback and training at employees.
Where to turn off Text Analytics: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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CX Intelligence
Verint’s combined AI conversation analytics and quality suite
Brings transcription, analytics and quality scoring for voice and digital interactions, handled by people or AI agents, into one AI-powered product. It finds call drivers and trends on its own, lets users describe what to tag in plain language instead of keyword rules, answers questions through Genie with moment-by-moment customer and agent sentiment, scores interactions and sends AI-written summaries to the CRM.
Where to turn off CX Intelligence: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Voice of the Customer
AI predictive models on customers’ website behaviour and survey answers that trigger actions
Combines survey answers, customer and employee feedback, speech and website or app behaviour, and uses AI predictive models to explain behaviour down to the individual customer. It detects customers struggling on a website or app in real time and can trigger follow-up actions, agent guidance or journey changes automatically.
Where to turn off Voice of the Customer: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Data Insights
an AI analytics assistant that answers questions about contact-centre data and flags anomalies
Users ask questions in plain language about interaction, experience and workforce performance data, including employee sentiment, and get answers, charts and automatically generated dashboards and presentations. It also surfaces anomalies, trends and correlations on its own and sends each user headlines on their topics.
Where to turn off Data Insights: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Conversational AI Agents
customer-facing AI agents on voice and digital channels that complete tasks end to end
AI agents that talk with customers by phone, chat, messaging and web, understand what they want and act on it, such as verifying identity, taking card payments, updating accounts and spotting fraud signals, without a person involved. They decide when to hand a conversation to a human agent, based on complexity, sentiment, risk or confidence, and pass on the context. The organisation decides how much to automate.
Where to turn off Conversational AI Agents: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Agent Virtual Assistant
a generative and agentic AI assistant that carries out tasks for the agent during a customer interaction
Gives contact-centre agents an AI assistant inside the interaction that answers from approved knowledge sources with generative AI and carries out routine transactions for them, such as checking a balance, resetting a password, requesting a refund or completing an enrolment. Those tasks can be built with agentic AI or as fixed flows.
Where to turn off Agent Virtual Assistant: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Smart Transfer Bot
AI that decides the next step for an incoming interaction and briefs the agent
Uses AI on context from several sources to choose what happens next with a customer interaction, such as routing to an agent, scheduling a callback or sending a text message. When it routes to an agent it gives them a short summary of the interaction so far and the customer’s history.
Where to turn off Smart Transfer Bot: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Wrap Up Bot
generative-AI summaries of every customer call or chat, written after it ends
Transcribes each voice or digital interaction and uses generative AI to write a summary when it ends, delivered to the system of record within seconds, in over 80 languages. The bot keeps training on the organisation’s new data.
Where to turn off Wrap Up Bot: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Knowledge Management
AI bots that find, summarise, suggest and write knowledge articles for agents and virtual assistants
Verint’s knowledge base uses its own AI and three bots. The Knowledge Automation Bot searches approved sources and writes a generative-AI answer, the Knowledge Suggestion Bot offers agents relevant knowledge in real time during an interaction, and the Knowledge Creation Bot finds gaps in the knowledge base and writes new articles with generative AI. New content is also tagged and linked automatically.
Where to turn off Knowledge Management: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Channel Automation
AI-powered routing of customer interactions to agents
An omnichannel agent desktop whose routing uses AI, including natural language understanding, to send each interaction to the right resource at the right time, taking account of agents’ workload and schedules and the customer’s earlier virtual-assistant conversation. The desktop itself is not described as AI.
Where to turn off Channel Automation: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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PII Redaction
AI that finds and masks personal data in call recordings and transcripts
Uses AI to detect personal data, such as card numbers, security codes, expiry dates, social security numbers, names and addresses, in recorded interactions and transcripts and masks it while keeping the originals. Only users with the right permissions can hear or see the protected parts, and the organisation chooses which types of data to redact.
Where to turn off PII Redaction: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Call Risk Scoring Bot
AI that gives every incoming call a fraud-risk score from phone and caller behaviour data
Uses AI to analyse more than 60 data points from phone-network metadata and caller behaviour and gives every call into the contact centre a risk score, which the phone menu (IVR) uses to decide how to handle the call. It also flags accounts under attack to other fraud systems. Verint says it runs passively, without asking legitimate callers to do anything.
Where to turn off Call Risk Scoring Bot: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Agent Factory
a workspace for building and running your own AI agents
Lets organisations build their own AI agents, or start from Verint’s, connect them to their systems and workflows and hand over to people where judgement is needed. Agents can use models from OpenAI, Google Gemini, Anthropic, Meta Llama or the organisation’s own, with prompts, models and policy guardrails managed centrally.
Where to turn off Agent Factory: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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Verint Financial Compliance
AI analytics that monitors recorded staff calls, chats and texts for compliance and misconduct
For financial firms, records traders’ and back-office staff’s calls, mobile texts, Teams and other communications, and analyses them with AI speech recognition, transcription, voice analytics and surveillance features pre-trained for financial markets. Its AI Insights look for signs of non-compliance and misconduct and feed surveillance and CRM systems.
Where to turn off Verint Financial Compliance: see below.
- Where to check the switch
- No switch found — look in your Verint settings or ask your administrator
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