Verint Systems enhances its Knowledge Management suite

Verint Systems Inc., The Customer Engagement Company, is making enhancements to its Knowledge Management Professional solution, including patented AI technology and new automation features.

The Verint solution features powerful cognitive search and self-learning capabilities, this combined with full API support and intelligent automation, dramatically streamline knowledge surfacing and sharing.

Unlike many other AI solutions that require large data sets and months of machine learning training, the new automated, cloud solution leverages AI to understand industry-specific concepts out-of-the-box and start delivering accurate searches right away, without cumbersome manual tagging and linking.

“AI powers our solution to understand nuances in how people ask questions—what people mean, not what they type. It also anticipates what people want and predicts what they are about to ask even before they do. And it constantly learns based on what it hears and sees,” said says John Goodson, SVP and general manager, Products. “It’s what the market needs, and we’re thrilled to offer a solution that dramatically reduces the effort for agents and self-service applications to better serve their customers.”

Lee Beardmore, chief innovation officer, Capgemini Business Services, said in a recent webinar that company efforts to build “corporate memories” often become exercises in capturing content, where knowledge can be easily accumulated but hard to find when it’s needed.

By building a knowledge-centric culture with Verint’s AI-driven KM solution, Capgemini’s Business Services has achieved impressive results within a number of client engagements including:

  • reduction in query volume chiefly due to improvement in First Call Resolution and reduction in call transfers;
  • reduction in query handling time via more streamlined retrieval of knowledge, negating repeat searches across multiple systems;
  • improvement in time to operate due to reduced classroom training time; and,
  • significant improvement in customer experience scores.

For more information about Verint’s Knowledge Management Professional solution, visit www.verint.com.

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