TrustRadius

Thankful vs. Verint Intelligent Virtual Assistant (IVA)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Thankful
Score 0.0 out of 10
N/A
The Thankful platform is modular software that optimizes customer service processes. Thankful's virtual assistant streamlines help desk operations and delivers better insights into customer sentiment.N/A
Verint Intelligent Virtual Assistant (IVA)
Score 8.0 out of 10
N/A
The Verint Intelligent Virtual Assistant (formerly Verint Self-Service solutions) is a customer-oriented knowledge management solution including technology acquired by Verint from Next IT in 2017. The platform includes voice self-service IVR, a virtual AI-guided assistant (Next IT), and Verint's own knowledge management system for self-service.N/A
Pricing
ThankfulVerint Intelligent Virtual Assistant (IVA)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ThankfulVerint Intelligent Virtual Assistant (IVA)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Best Alternatives
ThankfulVerint Intelligent Virtual Assistant (IVA)
Small Businesses
Fin by Intercom
Fin by Intercom
Score 8.6 out of 10
Fin by Intercom
Fin by Intercom
Score 8.6 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ThankfulVerint Intelligent Virtual Assistant (IVA)
Likelihood to Recommend
-
(0 ratings)
8.0
(5 ratings)
Likelihood to Renew
-
(0 ratings)
6.4
(1 ratings)
Usability
-
(0 ratings)
6.9
(4 ratings)
User Testimonials
ThankfulVerint Intelligent Virtual Assistant (IVA)
Likelihood to Recommend
Thankful
No answers on this topic
Verint
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
Verified User
Anonymous
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Pros
Thankful
No answers on this topic
Verint
  • Use of Acknowledgment base and AI engines.
  • F&Q.
  • Automate process such as consults, modifications and cancel reservations.
  • Execute triggers for notify customer reservations.
José Martín Rivera | TrustRadius Reviewer
José Martín Rivera
Innovation and Projects Manager
Read full review
Cons
Thankful
No answers on this topic
Verint
  • 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).
Verified User
Anonymous
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Likelihood to Renew
Thankful
No answers on this topic
Verint
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.
Verified User
Anonymous
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Usability
Thankful
No answers on this topic
Verint
It is well suited for employees with technical experience
JL
James Liebherr
Director, CX Operation
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Alternatives Considered
Thankful
No answers on this topic
Verint
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.
Verified User
Anonymous
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Return on Investment
Thankful
No answers on this topic
Verint
  • Human agent hours operations
  • More interactions will be attended by AI agents
  • Reducing human agent licensing costs
  • Attending more interaction in less time
José Martín Rivera | TrustRadius Reviewer
José Martín Rivera
Innovation and Projects Manager
Read full review
ScreenShots

Verint Intelligent Virtual Assistant (IVA) Screenshots

Screenshot of the IVA analytics dashboardScreenshot of an IVA conversation flowScreenshot of out-of-the-box IVA NLP AI modelsScreenshot of the connectors integration