Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today announced that its Intelligent Virtual Assistant (IVA) was selected as “Best Chatbot Solution” in the fifth annual AI Breakthrough Awards program conducted by AI Breakthrough, a leading market intelligence organization that recognizes the top companies, technologies and products in the global Artificial Intelligence (AI) market.
Earning its fifth consecutive AI Breakthrough Award, Verint previously won “Best Virtual Agent Solution” in 2021, “Best AI-based Solution for Customer Service” in 2020, “Best Chatbot Solution” in 2019, and “Best Overall AI Solution” in 2018.
Supported by a natural language understanding library of over 90,000 intents, Verint Conversational AI goes beyond simple question-and-answer interactions to provide actionable responses across channels – including voice, social media channels, and smart speakers. This capability is the foundation for Verint Intelligent Virtual Assistant (IVA).
Through its conversational AI capabilities, the Verint IVA solution delivers personalized, human-like interactions with customers across digital and voice channels. Verint IVAs can answer questions 24/7 in more than 40 languages, proactively assist customers, provide guided resolution, capture insights, and transfer interactions to live agents.
“In a recent study commissioned by Verint, 32 percent of consumers said they rarely or never feel understood by a chatbot. These expectations are fueling the next generation of chatbots that are more intelligent, personalized and effective,” says Verint’s Heather Richards, vice president, go-to-market strategy, Digital-First Engagement. “Verint is honored to be recognized for its innovation in conversational AI to meet changing consumer behaviors and needs and ultimately improve customer engagement.”
The mission of the AI Breakthrough Awards is to honor excellence and recognize the innovation, hard work and success in a range of AI and machine learning related categories, including AI platforms, deep learning, smart robotics, business intelligence, natural language processing, industry specific AI applications and many more. This year’s program attracted more than 2,950 nominations from over 18 different countries throughout the world.
“To meet the rising expectations of the modern digital-first customer, chatbots need to be fully intelligent systems that deliver advanced understanding, assistance and intelligence,” said James Johnson, managing director, AI Breakthrough. “This level of intelligence requires an approach that embraces the unique nature of messaging and enhances it with conversational AI, and Verint is delivering this modern chatbot intelligence, combining humans and bots in a single platform. With Verint IVA, there is finally a truly ‘breakthrough’ way to implement customer engagement solutions that work for both business and consumer. Congratulations on an incredible fifth award – this time for Best Chatbot Solution.”
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