Verint Bot Build
What do you like best about the product?
Easy to use bot build, with capabilities to add NLU. The Verint team always supported new ideas and flows we could implement to enhance the customer experience further.
What do you dislike about the product?
Having to pay extra for NLU adds. Other platforms allow the business to control both the build + NLU.
I wish the integration into Salesforce allowed for a more robust bot build that could perform in real-time instead of manual agent handovers.
I wish the integration into Salesforce allowed for a more robust bot build that could perform in real-time instead of manual agent handovers.
What problems is the product solving and how is that benefiting you?
It handled the back-and-forth interaction, essentially becoming a gatherer of data for agent handover if the push links we put in place for self-service were insufficient. This cut back the average handle time for social care agent and allowed them to focus on critical concerns based on priority that came through.
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