Call center ai · Production

Fiserv Elevates CX Automation and Reduces Costs with Verint AI-Powered Bots

The problem

Fiserv needed to scale CX automation and reduce costs while expanding quality monitoring coverage, all without adding headcount.

Workflow diagram · grounded in source
1
Hybrid platform deployment
integration
“Leveraging the flexibility of Verint Open Platform, enabling an environment of best-of-breed Verint Business Analytics solutions on-premises and Verint Da Vinci AI-Powered Bots in the cloud”
2
AI quality monitoring
validation
“from Verint Quality Bot and Verint Coaching Bot to Verint Speech Analytics and Verint Desktop and Process Analytics – helped the company increase quality monitoring coverage without adding headcount, enhance transcription accuracy, reduc…”
3
Agent coaching bot
feedback_loop
“from Verint Quality Bot and Verint Coaching Bot to Verint Speech Analytics and Verint Desktop and Process Analytics – helped the company increase quality monitoring coverage without adding headcount, enhance transcription accuracy, reduc…”
4
Speech analytics and transcription
ai_action
“Verint Speech Analytics and Verint Desktop and Process Analytics – helped the company increase quality monitoring coverage without adding headcount, enhance transcription accuracy, reduce call volume, and more”
Reported outcome

Fiserv increased quality monitoring coverage without adding headcount, enhanced transcription accuracy, and reduced call volume using Verint's AI-powered solutions.

Reported metrics
Quality monitoring coverageincrease quality monitoring coverage without adding headcount
Transcription accuracyenhance transcription accuracy
Call volumereduce call volume
CX automationelevated CX automation
Show all 5 reported metrics
quality monitoring coverageincrease quality monitoring coverage without adding headcount
transcription accuracyenhance transcription accuracy
call volumereduce call volume
CX automationelevated CX automation
operational costsreduced costs
Reported stack
Verint Open PlatformVerint Da Vinci AI-Powered BotsVerint Quality BotVerint Coaching BotVerint Speech AnalyticsVerint Desktop and Process Analytics
Source
https://www.verint.com/case-studies/fiserv-elevates-cx-automation-and-reduces-costs-with-verint-ai-powered-bots/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Fiserv increased quality monitoring coverage without adding headcount, enhanced transcription accuracy, and reduced call volume using Verint's AI-powered solutions.

What tools did this team use?

Verint Open Platform, Verint Da Vinci AI-Powered Bots, Verint Quality Bot, Verint Coaching Bot, Verint Speech Analytics, Verint Desktop and Process Analytics.

What results were reported?

Quality monitoring coverage: increase quality monitoring coverage without adding headcount; Transcription accuracy: enhance transcription accuracy; Call volume: reduce call volume; CX automation: elevated CX automation (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Hybrid platform deployment → AI quality monitoring → Agent coaching bot → Speech analytics and transcription.

Related call center ai cases