Verint Strengthens Digital Customer Experience Capabilities with AI-Powered Anomaly Detection

Verint Systems Inc., The Customer Engagement Company, announced the addition of Anomaly Detection as a powerful new capability to its expanding Voice of Customer (VoC) solutions. Anomaly Detection is part of Verint’s analytics-rich solution that helps companies automate insights and prioritize improvements to customer experience (CX) that will drive the greatest business impact.

Anomaly Detection acts as a virtual CX analyst, enabling faster, smarter issue resolution, and less risk of bias. Machine learning algorithms run in the background, and surface significant, sudden changes in CX scores and top possible causes by analyzing thousands of data combinations that would be impossible to do manually.

Key features include:

  • Constant monitoring of significant changes to NPS, CSAT or driver scores based on past and predicted performance
  • Rapid investigation of most likely causes behind sudden changes in CX
  • Real-time alerts via SMS or email to speed time to action and resolution

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