Piper the AI SDR by Qualified vs. Verint Intelligent Virtual Assistant (IVA)

Piper the AI SDR is perfect for a global marketing team who wants to have greater control over conversations that are happening on the website. She does an excellent job of qualifying leads and getting meetings booked. In addition she does an excellent job routing people to support and away from sales if that is not an area they are interested. There aren't many areas we have found Piper to be not appropriate. As we continue to hone in and improve her capabilities.

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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

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• Good insight into what product the prospect is interested in
• Engage the prospect when they are at the researching phase and form a human connection
• Know when prospects that you are actively targeting are on the website and use that in messaging

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• 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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• Piper the AI SDR can get tripped up when someone asks a question we weren't prepared for. Example Does the webinar cost money? Of course not but we didn't specifically put anywhere that it doesn't, and she can get confused
• Piper the AI SDR can sometimes get overzealous and try do things she isn't able to like help someone download an ebook
• There are some trigger limitations for email but we are aware it is on the features roadmap

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• 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).

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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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The Qualified tool itself if superb. It comes with so many features, not just the AI SDR - Sani, in our case, but additional features and benefits which I've started to take full advantage of. It's allowed us to drive engagement across the website within just days, and has already begun to see leads converted to open, and in some cases, won opportunities in under two weeks. Our AI SDR - Sani, has opened so many doors for the business. We've learned so much from our customers, website structure and content that resonates with prospects.

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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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We chose Qualified over their competitors because of our interactions with their team and the product. Their team made it feel like this was a partnership and that we weren't just some other customer. Implementation was fast and the tool is very user-friendly. Their customer support is next level and we really appreciate that. All in all, we love their implementation time and great service

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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.

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• Useful to attract new consumers.
• Take steps to expand the portfolio of projects.
• To increase conversion rates, use visualization and live chat in addition to voice calls.
• Save time for engineering and contracting teams.
• Enable artificial intelligence to forecast purchase intent so sales professionals can focus on accounts that are ready to buy.
• Drive lead generation, pipeline, and revenue for sales and marketing teams.

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Independently Invited by TrustRadius

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• 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