© 2014 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Tech Automation with a Human Touch

IMT 22nd Global Connection Forum Ciudad de Mexico – 14 de Marzo 2018

Organizations are modernizing customer engagement with the

adoption of automation to drive loyalty, satisfaction, revenue

and efficiency.

Automation is Pervasive

Automation: the use of Artificial Intelligence (AI) and Analytics to automate functions previously performed by humans

•  Autonomous Cars •  Automated Factories •  Robotic Surgeries •  Intelligent Home Appliances •  Customer Engagement Automation

“AI Technologies Will Be in Almost Every New Software Product by 2020”

“The potential for AI-enabled automation to create scale, boost throughput and eliminate errors creates a range of opportunities…”

Source: McKinsey and Company, “A CEO Action Plan for Workplace Automation”, July, 2017

Automation Drives Loyalty, Satisfaction, Revenue and Efficiency

Source: Gartner Press Release, Gartner Says AI Technologies Will Be in Almost Every New Software Product by 2020, July, 2017, https://www.gartner.com/newsroom/

id/3763265

7

Recent advances in Artificial Intelligence (AI) Innovation – more intelligence exhibited by machines rather than humans

•  Automation can now leverage natural language processing (NLP) and machine learning (ML)

•  Automation benefits from cognitive capabilities for understanding context, need, emotions and human actions

Customer Engagement Automation – A Reality Today

Automation Strategy

•  Leverage automation to help organizations simplify and modernize customer engagement operations

•  Help people and machines work together – infuse automation throughout the broad business process

•  Work closely with customers to understand needs – leverage the power of AI and analytics to create business value

Customer Engagement Automation Solutions Infuse Automation to Drive Value

Intelligent Self-Service

Quality Management

Voice of the Customer

Knowledge Management

Workforce Management

Value

Desktop and Process

Fraud & Compliance

LoyaltyandSatisfaction

RevenueEfficiency

Robotic Process Automation

Selected Examples of Customer Engagement Automation Solutions

841029462

•  Provide automated assistance through AI-driven user experience that elevates the customer experience with smarter bots

•  Increase self-service and customer adoption with tools that are more intelligent and contextual

•  Provide seamless transition of interactions from bots to humans with automated context and enhanced intelligence

Intelligent Self-Service

Revenue Loyalty and Satisfaction

Efficiency

Knowledge Management Automation

•  Automate the creation of a centralized knowledge center by leveraging the power of crowd-sourcing and community knowledge

•  Automate the delivery of in-time micro knowledge to solve specific issues

•  Remove the frustration in finding information on challenging and complex topics that occurs using traditional search

Revenue Loyalty and Satisfaction

Efficiency

•  Automate the entire quality management process at your own pace – from scoring evaluations to assigning coaching

•  Deliver automated scoring and timely, non-biased feedback on 100% of interactions

•  Free quality assurance leaders from tedious tasks and allow supervisors to engage and develop employees

Quality Management Automation

Revenue Efficiency Loyalty and Satisfaction 3

Back-Office Automation

•  Automate repetitive back-office processes and create additional resource capacity by freeing employees from tedious tasks

•  Transform how resources, performance and work are measured and managed – allocate work to the right employee at the right time

•  Perform compliance and audit tasks with higher accuracy

Revenue Efficiency Loyalty and Satisfaction

Revenue Loyalty and Satisfaction

Efficiency

•  Automate the extraction of unbiased customer feedback from omnichannel interactions – surface customer issues from all interactions in near real-time

•  Provide complete view of customer insights across multiple channels through customer journey maps

•  Leverage data from all channels to predict customer behavior and optimize outcomes

Voice of the Customer Automation

841029462

•  Automate the process of customer identification – eliminate long and repetitive security questions

•  Automate real-time fraud scoring and facilitate fraud prevention

•  Increase process compliance, information handling accuracy and adherence

Fraud and Compliance Automation

Revenue Loyalty and Satisfaction

Efficiency

Contactos Pablo de los Santos Director of Customer Analytics Verint CALA

Teléfono +(34) 658 383 132

Email pablo.delossantos@verint.com

Websites verint.com verintcommunity.com verintblog.com

facebook.com/verint linkedin.com/company/verint twitter.com/verint youtube.com/VerintTV blog.verint.com

© 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Engage With Us Engage With Us