What is it?

Operata GenAI Experience Analytics for Verint allows Operata customers to enrich interactions within Verint EDM to derive valuable insights such as:

• What was the likely customer & agent experience during the interaction considering all available datapoints?
• Which elements are impacting CX/AX within the categories of technical, operational & people.
• What are the suggested areas of improvement to deliver the best possible customer & agent experience? 

How does it work?

1. A rule is created in Project Rules Manager to export transcriptions.
2. Verint Speech Analytics transcription data is securely sent to Operata at completion of the interaction via SFTP.
3. Operata completes summarization of the interaction using technical observations, sentiment & interaction metadata to get a complete picture of the interaction.
4. Operata updates the interaction within Verint EDM, making the summarization & insights available for consumption.

What is required to work?

• Verint Engagement Data Management
• Verint Speech Analytics
• An active Operata Enterprise subscription

What are the benefits of using it?

• Gain the full picture of the customer-agent interaction using a combination of technical, sentiment & behavioral lenses.
• Respond immediately to issues impacting customer and agent experiences using rules.
• Determine which elements are impacting CX/AX within the categories of technical, operational & people.
• Get clear suggestions on how to fix issues impacting your service
• Deep-dive into technical issues using Operata observability platform.