Verint Intelligent Virtual Assistant (IVA) vs. Zoovu

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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When we researched similar tools out there, we decided to go with zoovu due to price and also felt it could do what we wanted it to do. But honestly not sure I would recommend as it's not very intuitive.

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

Incentivized

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• Able to make very specific, customized product solutions for customers
• Decent customer support
• Fairly easy to stylize each assistant for brand

• 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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• Metrics are lacking in my opinion- sales attribution for every product clicked on (and don't have a way to truly track real conversion)
• Learning the backend setup has a learning curve I've found - would recommend starting/learning with a very simple assistant. Ours was complex and took many, many months to complete.

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.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

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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.

Incentivized

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

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

zoovu seemed to have the best price for the assistant we were looking to build.

• 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

• The ROI metrics aren't very credible in my opinion - so can't say. Wish there were a valid way to connect click assistant click through to verified purchase.