Is AI a hype or not? The dust is settling. Companies are coming out with applications and the results they achieve. This is usually about concrete savings: investing in GenAI applications pays off. That is also what will be presented during Verint Engage on June 17 in Maarssen.

 

The market is flooded with GenAI solutions: every vendor is ‘doing something with AI’. The promises are enormous; they are reinforced by the fact that LLMs have improved rapidly in the past year and are very convincing today. But what can you do with it now?

Verint now serves thousands of contact centers worldwide and claims to have four million employees as users who have access to its platform of AI bots. The platform enables automation of various processes: from quality and WFM processes to analytics for speech and text, and from intelligent routing to knowledge management.

From exploring to applying

Maurice van der Heyden (VP sales Benelux, Verint) notes that the market has changed: “With us, demand is now increasing. Up until six months ago, the number of cases was still relatively limited and it was mainly about experiments. Quite a few contact centers have also started working independently on pilots and not all of them had a positive outcome, that is my impression. I have the feeling that most organizations have now passed that phase. We also see that in the concrete requests for advice that we receive: companies now want to implement concrete, working applications. In short, the market is developing.”

Martin Melissa (director solutions consulting, Verint) adds: “There has been a lot of confusion about the term agentic AI recently. It often comes down to AI agents that provide support for specific tasks or take them on themselves. There are more and more concrete cases available in this area and a few of them will be speaking at Engage. But agentic AI comes down to having more complex, composite assignments carried out. In customer contact, it is not yet entirely clear where you could apply this use case, because the lead time often takes a bit longer - while a customer wants an answer immediately.”

Agent-assist as a trailblazer

The most common applications of GenAI in customer contact – real-time dialogue support (for calls and digital conversations), real-time sentiment analysis, real-time translation, automated summarization, and automated quality monitoring – can be seen as the forerunners of more advanced applications.

Melis responds: “Exactly. The much-discussed example of Alexander Klöpping at Eva Jinek showed how larger numbers of specialized bots are working together on a single task. That’s where the whole market is moving. You see something similar with Verint’s Quality Bot. It comes up with its own analyses and suggestions for improvements, but I suspect we’re not at the point yet where employees are satisfied with an automated coaching plan for a period of three weeks without a coach involved.”

Concrete customer cases

“Showing that we are moving from experiments to measurable results. Being clear about what is now concretely possible,” says Van der Heijden about the mission of the upcoming anniversary edition of Verint Engage (in the Benelux it is edition number ten). This is done by means of an extensive program with customers who show practical examples including measurable results.

At Engage 2025 there will be room for several break-out sessions with customer stories: service provider Cygnific, energy company Utilita and De Volksbank. Julian de Man – Molenaar and Gert Bruinink from De Volksbank will show how Verint Operations Manager supports the transformation of Volksbank to ASN Bank. At the start of that process (not yet completed) practical questions arose: Do we actually know how productive we are, or how productive we can be? Are we working on the right things? What can we control and in what way? Do we have all the necessary data?

UK-based Utilita demonstrates what it has achieved with Verint Genie Bot and Verint Wrap-Up Bot: a 35-second reduction in average call duration and a 10% increase in contact centre capacity.

Gain insight into added value with the Data Insights Bot

At the kick-off of Verint Engage, chair Humberto Tan and KSF director Roel Masselink briefly look back at the National Voice Monitor. Consumer experiences are a good starting point when listening to stories about GenAI and assessing the impact on CX.

Hilie Bloch explains how front and back offices can use the Data Insights Bot, in addition to their standard reporting, to ask analytical questions about company data in natural language, leading to data-driven answers – including a video with accompanying explanation. This bot can also build new dashboards for you – interesting for managers who want to gain insight into the added value of customer contact.

In addition, Heather Richards talk about Verint's roadmap so everyone is aware of what's coming. And tech entrepreneur and visionary Ben van der Burg delivers an inspiring story about bringing together technology, customer experience and AI.

Shuttle bus – The program offers enough space to network in a relaxed way. There is even a Verint shuttle bus between Utrecht CS and Maarssen for those who want to use public transport. More information or register directly

(Ziptone/editors)

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