Inbenta Chatbots vs. Verint Intelligent Virtual Assistant (IVA)

In my case, being that I serve a very niche customer base and have had an excellent result with this tool, I would widely tell anyone within my industry and niche to go for it! I can't speak for larger applications but based on my experience with them; I would be confident to recommend it.

The IVA is very well suited to handle routine questions and basic actions that would typically require customer support. It may be a little more challenged handling edge cases but in those instances we have found it provides an easy transfer to a live agent

Incentivized

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• Integrate the voice into the customer experience.
• A real, relatable and up to par spanish translation.
• An amazing customer service structure.

• Use of Acknowledgment base and AI engines.
• F&Q.
• Automate process such as consults, modifications and cancel reservations.
• Execute triggers for notify customer reservations.

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• I have not come across an issue that tech support is not willing/able to fix or teach a way around it.

• There is minimal documentation around what we can and can't do for IVA
• IVA seems to be a newer product so this is difficult when trying to implement new things
• IVA has a lot of non-Verint friendly terms (Think Prompt, vs. answer or Intent/Alternate vs. context).

Incentivized

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While I enjoy the IVA product, there is still some fine-tuning of the platform that can be done. There are some nuances to the Verint platform, which can make it difficult to start quickly. We thought business users would be able to easily manage the work needed within the IVA platform for our business; however, with how complex we want to make the experience, that was not possible. We quickly realized we needed more support than just our business users, who were not familiar with how to add API information into a conversation flow. This is why we expanded to others within our business to support the tool.

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Based on my experience. Once the client is familiarize with the AI and of course the AI company solution has been implemented correctly. We able to offer the customer a best service.

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Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The program I have been using so far is not actually listed on this platform, it is called Marketing Master IO; while AMAZING, I have found that while in the early stages of development, there is a lack of some features and the Alexa advantage has taken all-important at this point, we have that more and more of our target clientele use Alexa and this gives us an edge.

Verint Intelligent Virtual Assistant had more features and functionality than the Genesys product as well as customization and further options for internal system integration to our existing on-prem systems. In addition, we also had a rapport with other Verint products and were more familiar with their AI capabilities, making them the obvious choice.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• We have been able to expedite the process of interaction and capturing details for orders using the chatbots.

• Positive - Containment
• Negative - Customers animosity to bots
• Positive - Reduction of Calls
• Negative - Mishandled calls receive greater scrutiny than agents

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info