Quality Chatbots
September 30, 2024

Quality Chatbots

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Intelligent Virtual Assistant (IVA)

We are utilizing IVA for customer facing chat experience. The IVA has allowed us to provide self service options via chat and optimize our Agent experience.

Pros

  • The IVA allows us to identify customer intent and provide accurate responses and actions
  • As an open platform the ability to integrate with our current solution was a huge benefit and allowed us to incrementally adopt AI

Cons

  • The IVA is very robust and can take time to implement if this is your first implementation of a chatbot experience.
  • Its hit every KPI goal we have set for the implementation
Requires technical knowledge for implementation

Do you think Verint Intelligent Virtual Assistant (IVA) delivers good value for the price?

No

Are you happy with Verint Intelligent Virtual Assistant (IVA)'s feature set?

Yes

Did Verint Intelligent Virtual Assistant (IVA) live up to sales and marketing promises?

Yes

Did implementation of Verint Intelligent Virtual Assistant (IVA) go as expected?

No

Would you buy Verint Intelligent Virtual Assistant (IVA) again?

Yes

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.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented a year ago
    Hi there – thank you for your review of Verint Intelligent Virtual Assistant! We're glad to hear that our solution has been effective in identifying customer intent and providing accurate responses, as well as integrating seamlessly with your current solution. It seems that the implementation process did not meet your expectations. We are continuously working on our solutions and processes to ensure smoother deployment and better user experiences. Please let us know if there are specific aspects we can improve to enhance your experience further. If you have any immediate concerns, please reach out to customer support for next steps. Keep up the great work! Cheers!

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