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Verint strengthens digital CX capabilities with AI-powered anomaly detection


Verint Systems has added anomaly detection to its expanding range of Voice of Customer (VoC) solutions to help companies automate insights and prioritize improvements to customer experience (CX).

According to an August 2018 report from Forrester Research, AI technologies have the potential to make CX measurement programs more effective and efficient. Powered by AI and machine learning algorithms, Verint’s new anomaly detection capability helps teams understand, in near-real-time, more about the key factors and causes contributing to a change in customer satisfaction, NPS (Net Promoter Score), or other drivers.

Anomaly detection acts as a “virtual CX analyst,” enabling faster issue resolution and less risk of bias. Machine learning algorithms run in the background, and surface significant, sudden changes in CX scores and top possible causes by analyzing thousands of data combinations that would be impossible to do manually.

“Millions of customer interactions happen every day, creating more feedback and new ways to gain insights,” said Jaime Meritt, CTO and chief architect, Verint. “Our advancements in automation and machine learning help companies run enterprise-strength VoC programs that capture and analyze feedback, monitor dips and surges to CX metrics in real time and connect that data to CX drivers and outcomes. Verint VoC gives companies what they need to automate and operationalize CX.”

More information is available at www.verint.com.


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