3 minute read
By Mike Bookey
Posted in Customer Engagement
The popularity of low-code intelligent virtual assistants (IVAs) has been fueled not only by a desire for faster deployments, but also a need for non-programmers to work on the back end of the chatbot.
We’ve seen this firsthand with the recent launch of Verint IVA Professional Package, which brings our market-leading conversational AI to an easy-to-use interface equipped with drag-and-drop functionality. This has allowed, for example, contact center managers and members of the customer experience team who aren’t steeped in programming to manage the chatbot to meet customer needs.
In addition, it cuts down on manual data entry by ingesting large amounts of structured and unstructured, real-world conversational data. It then categorizes ideas so you can test on the fly and deploy.
As part of the Verint Customer Engagement Cloud Platform, Verint IVA Pro doesn’t only allow for quick and effective editing of responses and understanding of intents, it’s also equipped with tools that let your team inspect the powerful data that the IVA is gathering from its interactions with customers. Bringing a low-code chatbot to your customers is only part of the value of this technology—the rest is making smart decisions based on what your customers are telling you.
In other words, you need to harness the valuable data that this solution provides.
Here’s how Verint IVA Pro is powering our intent and data management tools with market-leading conversational AI to deliver the experiences your customers deserve.
Verint IVA Author AI
With Verint IVA Pro, you can use Author AI to rapidly manage and update IVA responses in real-time to ensure end users are getting the most current and relevant materials without extensive natural language modeling work. Responses managed in Author AI offer flexibility and contain many components, including response text, audio, and shared response objects.
Verint IVA Author AI allows you to create, edit, manage, approve and publish IVA responses in text, navigation URLs, video, images, knowledge articles, and other links. You have full control over how your IVA solution responds. There is no limit to the number of responses, conditions, or variables that can be taken into consideration.
Verint IVA Intent Manager
Verint IVA Intent Manager helps you further build the language model for your IVA. Intent Manager quickly analyzes large amounts of natural language inputs so that human trainers can understand how user inputs are related to one another and can be grouped by user intent.
Essentially, Intent Manager identifies what an IVA needs to know by inspecting inputs from real users in real time. It uncovers what the users are asking, and how they’re asking. This tool is invaluable in its ability to analyze IVA interactions to understand and resolve gaps in the IVA’s natural language understanding.
Verint IVA Conversation Analytics
Getting your IVA out into the world and working for your customers and employees is only part of the conversational AI strategy you’ll find with IVA Pro. Once it’s been deployed, your IVA is capturing valuable data about how and why customers are using your technology so that you can uncover meaningful and actionable ways to improve your IVA and your customer service operations as a whole.
Conversation Analytics allows you to continuously measure, examine, focus, and improve automation with conversation data and insights. It gives you insights into all facets of your conversation data so you can prioritize what the IVA should know by evaluating the users’ needs against your business objectives.
With Conversation Analytics, Verint IVA Pro customers get to see a bird’s eye view of how their customers interact with the IVA so that they can build more understanding based on real, verified data, rather than relying on guesswork.
To learn more about Verint IVA Professional Package or to learn more about Verint Digital-First Engagement, please contact us to schedule a demo or speak to a Verint team member.
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