Verint CX Automation Platform extends AI bots

Verint has expanded the capabilities of the Verint CX Automation Platform, enabling customers of Calabrio to directly access Verint’s AI-powered bots.

The integration follows the previously announced merger between Verint and Calabrio. According to the company, the combined offering allows customers to access additional automation capabilities without requiring changes to existing infrastructure.

The move gives organisations using Calabrio’s workforce management and conversational intelligence tools access to Verint’s automation technologies through the Verint CX Automation Platform.

Combined capabilities across workforce and CX operations

Through the expanded Verint CX Automation Platform, customers from both companies can access capabilities across workforce management, conversational analytics and automation tools.

Calabrio customers can extend their workforce management and conversational intelligence investments by using Verint’s AI-driven automation features. At the same time, Verint customers gain access to Calabrio’s workforce and analytics solutions.

Jaime Meritt, Chief Product Officer at Verint, said the integration reflects the company’s approach to delivering capabilities quickly following the merger.

“What we've built isn't a roadmap; it's a reality,” Meritt said. “In just three months, our team delivered an integrated platform giving every customer access to comprehensive CX automation capabilities.”

AI-powered bots introduced to Calabrio customers

The integration enables Calabrio users to access several AI-powered bots through the Verint CX Automation Platform.

Verint Genie Bot

The Genie Bot connects with conversational intelligence data, allowing analysts and supervisors to ask questions about customer interaction data using natural language.

The bot generates insights from interaction data without requiring specialised data science expertise.

Verint TimeFlex Bot

TimeFlex Bot integrates with workforce management systems to provide scheduling flexibility. It is designed to help organisations ensure the appropriate number of agents are available to meet customer demand.

Verint Agent Copilot Bots

Agent Copilot bots automate several manual tasks that customer service agents typically perform during interactions. These tasks include retrieving knowledge resources during calls, providing coaching guidance and managing post-call wrap-up activities.

Verint Intelligent Virtual Assistant

The Intelligent Virtual Assistant operates across voice, digital and messaging channels to handle customer interactions autonomously.

The system uses agentic AI to automate customer engagement processes and can manage interactions end-to-end without human involvement.

Focus on operational outcomes

The Verint CX Automation Platform is designed to help organisations manage customer engagement workflows more efficiently by combining automation tools with workforce management and conversational analytics.

By connecting AI-powered bots with workforce and interaction data, the platform enables companies to analyse customer conversations, manage staffing requirements and automate routine service tasks.

The company said the objective is to support measurable operational outcomes for organisations managing large-scale customer experience operations.

Platform demonstration at Enterprise Connect

Verint plans to demonstrate the expanded capabilities of the Verint CX Automation Platform at Enterprise Connect in Las Vegas, scheduled from March 10 to March 11.

During the event, the company will showcase the integrated platform and its automation capabilities to industry professionals attending the conference.

Expanding CX automation capabilities

The integration of Calabrio’s workforce management and conversational intelligence tools with Verint’s automation technologies marks an operational step following the merger between the two companies.

With the Verint CX Automation Platform, the combined organisation is bringing together AI automation, workforce management and customer interaction analytics within a single environment designed to support modern customer experience operations.

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