Verint recently announced it was named to the inaugural Constellation ShortListfor Conversational AI. This recognition demonstrates continued innovation in Conversational AI for Verint’s Digital-First Engagement Solutions—the technology vendors and service providers included in this research deliver critical transformation initiative requirements for early adopters and fast-follower organisations.

Constellation Research considers a number of criteria when choosing solutions for their shortlist. Conversational AI solutions must integrate natural-language-understanding (NLU) capabilities, understand users and personalise conversations for each user, enable a live agent escalation option if and when needed, and provide customisable workflow management, to name a few.

Supported by a natural language understanding library of more than 90,000 intents, Verint Conversational AI goes beyond simple question-and-answer interactions to provide actionable responses across channels—including voice, social media channels, and smart speakers. These capabilities are the foundation for Verint Intelligent Virtual Assistant (IVA), which can answer questions 24/7 in more than 40 languages, proactively assist customers, provide guided resolution, capture insights, and transfer interactions to live agents.

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