When Generative AI Meets Call Centres
Everybody thought ChatGPT was the end of call centres, and the beginning of job losses. Well, that conversation is for another day. The contact centre phone conversations are a goldmine of information, and enterprises today want a platform-based approach with AI and automation at its core. Now, with generative AI coming into the picture, it could give Interaction Analytics a whole new dimension. Verint, a US-based global technology company specialising in customer engagement is doing exactly that by leveraging generative AI. “Generative AI has disrupted the market already and Verint is not far behind. We are already working in the backend to ensure that we work with all the LLMs possible, bring in some of the best use cases for our end-customers to leverage on and our focus will remain on customer engagement,” Anil Chawla, MD – India, Verint, told AIM. Verint DaVinci AI leverages generative AI and enables brands to maximise the value of AI and deliver tangible business outcomes. “DaVinci sits at the core of the Verint platform and provides a differentiated solution, based on latest AI innovation, which typically can be embedded in business processes to augment human workforce. In India, Verint is delivering actionable intelligence and valuable insights to customers in various sectors such as e-commerce, banking and finance, telecommunications, and retail contact centres. Besides, Verint speech analytics supports processing and analysis of calls with up to 10 Indian languages such as Hindi, Punjabi, Marathi, Gujarati, Bengali, Tamil, Telugu, Kannada, and Malayalam. Verint DaVinci AI Currently, DaVinci is powered by proprietary AI models developed in-house by Verint and GPT models by OpenAI. It helps contact centre agents convert unstructured data to intelligence and action, understand customer sentiment, determine customer intent from a verbal or written conversation as well as detect anomalies in data. “Verint DaVinci is an open platform which means we provide open API’s to integrate with lots of emerging generative AI platforms and  solutions which are there in the market,” Chawla said. On an average, an agent spends 20% of their time with ‘after-call’ work. By leveraging Generative AI capabilities, DaVinci helps automate the creation of interaction summaries to automate after-call work and enable seamless handoffs between bots and agents. “It provides automated summaries for after-call work, which typically saves a lot of time for the agents, and hence reduces the average handle time and increases customer experience and sentiment overall.” Taking the example of workflow management, Chawla explains, “DaVinci studies the data and offers accurate forecasting and scheduling. Additionally, DaVinci enables automated quality assessments based on the ingested data. This automation eliminates the need for manual processes that were previously prevalent in workforce management and automated solutions. By leveraging DaVinci, organisations can achieve improved forecasting accuracy and streamlined workforce management.” Further, Verint also adheres to national and international compliances such as GDPR, PCI, HIPAA and SOC-2. By using DaVinci, Verint’s customers automatically get compliance around all of these regulatory standards, as well as industry guidelines. “Our enterprise does not have to look towards third-party solutions to adhere to these compliances, they are inbuilt.” Verint in India Verint has been in India for over 25 years, and it has a leading market share of 43.6% in the country combining areas like workforce management, quality monitoring and analytics sectors, making it amongst the top-2 markets contributing to Verint’s APAC revenue.  India is also Verint’s second-largest revenue generating region in the APAC region after Australia/New Zealand. “Verint has had consistent double-digit YoY growth in India. This is well supported by a momentous  investment in amping up Verint India’s workforce, which again reflects as a double-digit number  continuously over the past 2-3 years,” Chawla said. Eight of the Top 10 BPOs in India are Verint’s customers. Similarly, three of the top 5 banks in India which includes ICICI Bank and Axis Bank use Verint’s solutions, Chawla revealed. “They are using Verint’s platform not only around interaction analytics, but also around solutions which are on workforce management, compliance, quality assurance, etc.” “By using Verint’s real time speech analytics and real time agent assist, these banks have been able to guide their agents on how to understand customer emotions, when to speak less, show empathy, and at the same point of time, give them guidance in real time to ensure that they can do a much better customer service and at an appropriate time they are able to position additional products to upsell,” Chawla concluded.
Generative AI helps automate the creation of interaction summaries to automate after-call work and enable seamless handoffs between bots and agents
In conversation with Anil Chawla, MD – India, Verint, on how they are leveraging Generative AI
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["AI", "ML", "analytics", "generative AI", "ChatGPT", "OpenAI", "Aim", "RAG", "R", "Go"]
I have a keen interest in creative writing and artificial intelligence. As a journalist, I deep dive into the world of technology and analyse how it’s restructuring business models and reshaping society.