Verint®, The Customer Engagement Company™ announced that it received the top customer satisfaction score in the product satisfaction and product effectiveness categories of DMG Consulting LLC’s new 2018/2019 Intelligent Virtual Agent Product and Market Report. The report provides an analysis of the Intelligent Virtual Agent (IVA) market and five vendors who offer a broad range of solutions that address service, contact centres and other enterprise uses.
Comprehensive customer satisfaction surveys rank the vendors across a range of categories including product components and effectiveness.
Verint achieved the top score in product satisfaction and took the top spot in nine of the 15 categories including customer self-service capabilities; ease of set-up, configuration and maintenance; artificial intelligence (AI) and natural language processing (NLP) capabilities; reporting and dashboards; ease of integration with third-party applications; and ongoing system optimization.
Verint also achieved the top rank for customer ratings of product effectiveness and achieved the top score in eight of 10 categories, including the ability to increase sales; the ability to deliver a personalised customer experience; the ability to improve productivity and increase the use of self-service; the ability to increase the use of digital channels; and the ability to reduce customer effort and improve the customer experience.
In DMG’s customer satisfaction survey regarding the five vendors themselves, Verint was further cited for top scores in overall vendor satisfaction; current product; training; ongoing service and support; responsiveness to product enhancement requests; and vendor communication.
“Customers expect self-service solutions to deliver an intelligent and personalised experience, which is why the opportunity for IVAs is great,” notes Donna Fluss, president, DMG Consulting. “IVAs are foundational for the AI (artificial intelligence) revolution that is on the horizon. Now it’s up to companies to plan for the future and make long-overdue investments to improve their self-service solutions.”
Verint Intelligent Virtual Assistant™ is part of Verint’s Intelligent Self-Service platform. Using artificial intelligence and machine learning, it provides personalized answers to customer questions and requests based on the customer’s prior purchases, location and other factors. It can predict what a customer wants and determine the best next action. Customers experience higher goal completion rates with a user experience that’s better, smarter and faster, and that involves less effort. Businesses benefit too, realising greater self-service use across all channels, translating into higher automation and lower escalation rates.