Quality assurance · Production

FNB Evaluates 14 Times More Interactions Using Verint Quality Bot

The problem

FNB's quality management was entirely manual — supervisors spent hours listening to and grading calls, and with only approximately 45,000 evaluations per month, most interactions went unmonitored, leaving the bank exposed to compliance risk.

Workflow diagram · grounded in source
1
Advisor call interactions
trigger
“discover what's hidden among previously unmonitored interactions of the Sales, Outbound Service, Relationship Banking, and Collections teams”
2
Quality Bot AI evaluation
ai_action
“The Quality Bot uses AI to automate FNB's quality evaluation process”
3
Compliance question checks
validation
“Six questions are currently live. In Sales, for example, the bot explores whether the advisor read the "Calls Recorded" and FSP disclaimer verbatim.”
4
Same-day scores published
output
“Interactions are automatically evaluated the same day, and results are available the next day for coaching.”
5
Coaching and compliance training
feedback_loop
“we can turn our compliance strategy from reactive to proactive and assign training to reinforce proper compliance processes”
Reported outcome

Verint Quality Bot enabled FNB to evaluate 14 times more sales interactions, grow the share of advisors scoring 90%+ by 15%, and make coaching results available four times faster than manual evaluations.

Reported metrics
Sales interactions evaluated vs manual14x more
Advisors achieving 90%+ quality score15% more
Time to coaching-ready evaluation vs manual4x faster
Collections interactions evaluated vs manual8x more
Show all 11 reported metrics
sales interactions evaluated vs manual14x more
advisors achieving 90%+ quality score15% more
time to coaching-ready evaluation vs manual4x faster
collections interactions evaluated vs manual8x more
automated evaluations growth over 14 months230%
advisors automatically evaluated growth over 14 months376%
Outbound Service quality score improvement6%
Collections quality score improvement4%
manual evaluations per month (baseline)approximately 45,000
automated quality management scope implemented10%
calls analyzed in previous yearmore than 24 million
Reported stack
Verint Quality BotVerint Speech AnalyticsVerint Quality Management
Source
https://www.verint.com/case-studies/fnb-evaluates-14-times-more-interactions-using-verint-quality-bot/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Verint Quality Bot enabled FNB to evaluate 14 times more sales interactions, grow the share of advisors scoring 90%+ by 15%, and make coaching results available four times faster than manual evaluations.

What tools did this team use?

Verint Quality Bot, Verint Speech Analytics, Verint Quality Management.

What results were reported?

Sales interactions evaluated vs manual: 14x more; Advisors achieving 90%+ quality score: 15% more; Time to coaching-ready evaluation vs manual: 4x faster; Collections interactions evaluated vs manual: 8x more (source-reported, not independently verified).

How is this quality assurance AI workflow structured?

Advisor call interactions → Quality Bot AI evaluation → Compliance question checks → Same-day scores published → Coaching and compliance training.

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