The News: Customer engagement company Verint has introduced a new bot aimed at helping to automate compliance, reduce risk, and protect customers’ personal data. The Personal Identifiable Information (PII) Bot is part of a team of specialized bots Verint has been introducing that is driven by the Verint Open Contact Center as a Service (CCaaS) Platform that has Verint DaVinci AI and Verint Engagement Data Hub at the core of the platform. More information on this new bot can be found in this press release on the Verint website.
Verint’s Team of Bots Gets Bigger
Analyst Take: This new bot launch by Verint introduces another capability into its growing cadre of specialized, AI-powered bots. Although perhaps the news of a PII Redaction bot does not scream excitement, this bot takes aim at one of the best use cases of AI right now: helping to remove monotonous tasks such as redaction. Additionally, the bot supports the important and yet tedious job of reducing risk, making sure compliance standards are met and that critical personal information such as credit card and Social Security numbers, birth dates, etc. are protected.
PII Redaction Bot
Trust is a key component of customer experience. Once a brand reputation is tarnished it is difficult to regain consumer confidence. It is essential to put systems in place to lessen the risk of human error during manual processes to ensure data security and compliance. According to Verint, the Da Vinci AI-powered PII Redaction Bot can, in real time, automatically find and remove PII in interaction data. It can then hide that information from unauthorized users in both the transcript and in audio playback. Used in combination with Verint Desktop and Process Analytics, actions such as automated screen triggers can pause call recordings when PII information is being shared. When PII is not being discussed any longer, recording can resume. This allows for multiple approaches to data security.
The audio does not have to come from Verint in order for this functionality to work. Third-party recorders can still leverage the Da Vinci PII Interaction Redaction bot; they just have to have the audio go into the Verint Platform to follow the exact same process. The same process can be followed for historical recordings that may contain PII information but subsequently need to be exported.
Growing Capabilities of Specialized Bots
In an analyst briefing last month, Verint reported strong interest in its bots and that over half of its new Q2 deals included one or more bots. The company is targeting to have roughly 50 bots in place by the end of the year.
Support agents, analysts and supervisors, and consumers can all benefit from the use of these bots. Some are specific to a certain area, whereas others can be used across the workforce. Some of the specialized bots that Verint currently has in its mix include:
- Interaction transfer bot
- Interaction wrap-up bot
- Call risk scoring bot
- Scoring bot
- Data insights bot
- Forecasting bot
- Knowledge creation & suggestion bots
- Knowledge suggestion bot
- Self-service and agent transfer bots
- Digital and voice containment bot
Verint has always emphasized that these bots are integrated into a workflow, which is very important to its customers. Customers can start using bots at their own pace as they strive to support their workforce and provide a great customer experience, and customers can pick and choose the bots that will be most advantageous to them. It is a good strategy for contact centers that are testing the waters to determine what will give them maximum benefit― what will help smooth out the customer experience and which bots can best support their internal teams and agents.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
Other insights from The Futurum Group:
Verint: Consumer Expectations and Usage of Digital Channels Are Rising
Verint Launches Enterprise Experience Management
Announcements from Verint Engage 2023
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
