call_center_ai · finance · workflow
Fiserv Elevates CX Automation and Reduces Costs with Verint AI-Powered Bots
Fiserv needed to scale CX automation and reduce costs while expanding quality monitoring coverage, all without adding headcount.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Hybrid platform deployment
Verint Business Analytics solutions are deployed on-premises and Verint Da Vinci AI-Powered Bots are deployed in the cloud via Verint Open Platform.
Tools used
Verint Open PlatformVerint Da Vinci AI-Powered BotsVerint Quality BotVerint Coaching BotVerint Speech AnalyticsVerint Desktop and Process Analytics
Outcome
Fiserv increased quality monitoring coverage without adding headcount, enhanced transcription accuracy, and reduced call volume using Verint's AI-powered solutions.
Results
Volumeenhance transcription accuracy
Cost replacedreduced costs
Grounding & classification
Source type: vendor customer story
30 fields verified against source quotes.
ai agentquality inspectionspeech to textcall recordingmetric backednamed customertools describedvendor confirmedworkflow describedfinancial servicesaccuracy improvementautomation ratecost reductiondeflection rateemployee productivityvendor customer storycall center aicustomer supportquality assurancemonitor detect alert