# Verint Intelligent Virtual Assistant Reviews **Vendor:** Verint **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.5/5.0 **Total Reviews:** 22 ## About Verint Intelligent Virtual Assistant Verint Intelligent Virtual Assistant, powered by the Smart Transfer and the Intent Discovery Bots, is an AI-driven software agent that helps reduce inbound interaction volume while improving CSAT to efficiently automate conversations with customers across digital and voice channels. It uses natural language processing (NLP) and natural language understanding (NLU) models to interact with customers in a human-like manner. Verint Intelligent Virtual Assistant enables the quick and easy deployment of CX automation across your voice and digital channels through: - Deploy alongside your existing IVR - Increase traffic and call flow to Verint IVA at your pace - Containment increases with every call flow added to Verint IVA - Start small and prove outcomes without disruption – then grow - Deploy first flow in 30 days with at least 20% increase in containment rate Verint IVA’s flexible and open nature allows brands to deploy self-service on the channels that deliver immediate ROI and there’s no need to rip and replace your existing voice ecosystem. AI Business Outcomes from Verint Customers: $10M Saved An auto club automated two million voice interactions, achieving a 50% containment rate.50% year-over-year growth in self-service usage across voice and digital channels $3.5M Saved An airline automated four million digital interactions achieving an 85% containment rate. It's time to revolutionize your self-service with AI-Powered Virtual Assistants. ## Verint Intelligent Virtual Assistant Pros & Cons **What users like:** - Users appreciate the **supportive team and easy bot building** , enhancing the overall customer experience significantly. (1 reviews) - Users commend the **supportive team** at Verint for enhancing customer experiences through innovative ideas and NLU capabilities. (1 reviews) - Users appreciate the **ease of use** of Verint Intelligent Virtual Assistant, facilitating quick and effective bot setup and customization. (1 reviews) - Users value the **easy integrations** of Verint Intelligent Virtual Assistant, supported by a responsive team for enhancements. (1 reviews) - Users value the **supportive team** and ease of use in enhancing customer engagement with Verint's Virtual Assistant. (1 reviews) - Features (1 reviews) - Innovation (1 reviews) - Management Support (1 reviews) - Needs Fulfillment (1 reviews) - NLP Capabilities (1 reviews) **What users dislike:** - Users express frustration over **access limitations** as extra costs for NLU and lack of robust real-time integration hinder effectiveness. (1 reviews) - Users find the **extra costs for NLU** and limited Salesforce integration hinder the bot's effectiveness and flexibility. (1 reviews) - Users experience **connectivity issues** with Verint Intelligent Virtual Assistant, limiting real-time bot functionality and creating manual handovers. (1 reviews) - Users express concerns about **cost limitations** due to extra fees for NLU, impacting budget and integration capabilities. (1 reviews) - Users find the **costly NLU add-ons** to be a significant drawback, limiting control compared to other platforms. (1 reviews) - Integration Issues (1 reviews) - Limited AI Capabilities (1 reviews) - Limited Customization (1 reviews) - Manual Labor (1 reviews) ## Verint Intelligent Virtual Assistant Reviews ### 1. Verint Bot Build **Rating:** 4.0/5.0 stars **Reviewed by:** Kayla T. | Enterprise (> 1000 emp.) **Reviewed Date:** March 06, 2023 **What do you like best about Verint Intelligent Virtual Assistant?** Easy to use bot build, with capabilities to add NLU. The Verint team always supported new ideas and flows we could implement to enhance the customer experience further. **What do you dislike about Verint Intelligent Virtual Assistant?** Having to pay extra for NLU adds. Other platforms allow the business to control both the build + NLU. I wish the integration into Salesforce allowed for a more robust bot build that could perform in real-time instead of manual agent handovers. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** It handled the back-and-forth interaction, essentially becoming a gatherer of data for agent handover if the push links we put in place for self-service were insufficient. This cut back the average handle time for social care agent and allowed them to focus on critical concerns based on priority that came through. **Official Response from Adrienn Tordai:** > Hi Kayla! Thank you for sharing your thoughts and experience with us. We are so glad that Verint Messaging’s bot building capabilities have helped you optimize back-and-forth interaction and allowed your team more time to focus on critical issues as they came in. Also, thank you for sharing your feedback on the add-ons and integrations. I will pass your feedback to the right team. In the meantime, feel free to submit more information on this issue if you like. Have an excellent day! ### 2. It works great but I'd like it to save my responses if it can be answered right way. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Cosmetics | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2022 **What do you like best about Verint Intelligent Virtual Assistant?** I like how we get our tickets routed back to us so we can continue the conversation with the person we just spoke to, to ensure the responses sound cohesive and genuine. **What do you dislike about Verint Intelligent Virtual Assistant?** Sometimes they're responses that don't go through properly and you have to natively respond to the customer and go find the comment. Also, your responses get deleted after a certain time frame, and they're not saved so you have to start all over again. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** Verint helps with efficiently responding to comments without having to go look for comments on the website and the blocking future helps a lot to help from spam comments from taking over. ### 3. Excellent system for WhatsApp messaging **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** July 19, 2022 **What do you like best about Verint Intelligent Virtual Assistant?** I like that it makes WhatsApp messaging with clients easy and seamless. The system is very simple and easy to use and has the right tools for dealing with clients. **What do you dislike about Verint Intelligent Virtual Assistant?** Sometimes it can be a bit slow when sending messages, sometimes the client has already replied by the time it looks like our message sent, can lead to a delay in response. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** It is solving the problem of having easy access for customers to contact us for issues. It divides work through the team as well. It can make us more productive as it typically sends the customer back to the same agent. ### 4. Great Ongoing Service **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 15, 2022 **What do you like best about Verint Intelligent Virtual Assistant?** We have an amazing Project Manager (Eric Weng) that has made this a great partnership. Dom Owens was also a great asset when it came to deploying the Solution and as we needed to make changes. Even though we have had issues (It is technology so we expect them) the support has been great. **What do you dislike about Verint Intelligent Virtual Assistant?** There are two things that come to mind. The first is that we were sold one use case that even Verint said was not a good idea but because one of our employees wanted it they proceeded with it. We have had multiple issues with that deployment. Please do not sell products for a use case that you know is going to cause issues down the line. The second is that We could be much further along in our journey if the Verint account team would have led as the expert rather than followed our Company's lead. (To be fair that Account Exec is no longer at Verint) **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** We route almost all of our calls through the Voice IVR and recently deployed Payment Self Service and are working on service scheduling. We are also looking at deploying the IVA with additional functionality on our website but have not done that yet. ### 5. great tool for usage **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Research | Enterprise (> 1000 emp.) **Reviewed Date:** July 18, 2022 **What do you like best about Verint Intelligent Virtual Assistant?** user-friendly and doesn't freeze on usage. it has been helpful to improve business and reply to customers appropriately. helps with Consistent Information and reduces Training Time. **What do you dislike about Verint Intelligent Virtual Assistant?** it doesn't show conversations that are too old and gets quite difficult to find them later. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** Reduced Escalations. Increased First Contact Resolution. Increased Customer Satisfaction Reduced Training Time. Increased Employee Engagement. ### 6. Conversocial Review **Rating:** 4.5/5.0 stars **Reviewed by:** Megan M. | Online Engagement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2020 ### 7. It has been very useful when we want to simplify and speed up our customer service **Rating:** 3.5/5.0 stars **Reviewed by:** Bruno W. | Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2020 **What do you like best about Verint Intelligent Virtual Assistant?** The fact that its interface is quite simple and easy to use is ultimately its greatest advantage, another quite positive aspect is that it allows me to make the initial configurations and integrations with my website in a fairly fast way and without much inconvenience, So I can leave everything established and functional to use it in our customer service, the fact that I have a chat that I can configure and customize is perfect for me both to capture data from my clients, and to channel which request or attention In this way, its customer service is quite fast when responding to any fault or doubt that may arise while we are using this application, its ease of use and learning is also a very positive element that allows us simplify everything in a fairly simple and practical way. **What do you dislike about Verint Intelligent Virtual Assistant?** to be honest we have none, within the work we have found it an excellent tool to help us provide a very high quality service to our clients in a quite practical, safe and efficient way, in such a way that we can simplify and streamline a large number of processes within our customer service in a fairly simple way. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** It has been very useful to us when we want to simplify and speed up our customer service to our users, since before the processes were very cumbersome and customers spent a long time waiting for their request to be approved satisfactorily, however Now thanks to Conversocial, we can do everything in a much more agile, fast and efficient way so that we can carry out all our tasks and activities quickly and we can reduce the waiting time of our clients quite considerably. ### 8. Monitor all social networks of our brand **Rating:** 4.5/5.0 stars **Reviewed by:** Ginna G. | Personal de marketing, Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2019 **What do you like best about Verint Intelligent Virtual Assistant?** Conversocial has dozens of shortcuts that save a lot of time between tasks. In addition, it allows us to see an overview of all the publications of several channels in the same inbox, or filter from the channels that we are interested in watching, which means a great saving of time in individual evaluation for our team. Another thing is that Conversocial groups the history of interactions by individual conversations, automatically prioritizes the workflows and assignments of each message, so that the appropriate agent can be routed and improve our social interaction. **What do you dislike about Verint Intelligent Virtual Assistant?** There are some digital media in which Conversocial still has certain limitations. One of them is TripAdvisor, where we are not allowed to monitor the reviews written by users. They could also improve support scans on each social network. This happens, but personally, I consider that not often enough. However, I have talked to the customer service and they say they hope to solve this very soon **Recommendations to others considering Verint Intelligent Virtual Assistant:** Conversocial is a recommended tool for companies that get a lot of messages on their social networks. I have had experience with similar software and I must say that Conversocial combines the best of the market in a single platform. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** Conversocial is used in the Marketing department to monitor the social networks of our brand. It allows us to evaluate information about the messages we receive, such as content, arrival time, user profile, your feeling with the company and the time it takes to respond. ### 9. Conversocial is a great powerful tool and very easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Alejandro E. | Customer Support Professional. , Enterprise (> 1000 emp.) **Reviewed Date:** May 11, 2019 **What do you like best about Verint Intelligent Virtual Assistant?** What I really like about this tool is its ability to manage full publication on Facebook and Twitter for marketing publications, approval to allow the easy incorporation of new users and agents. In addition, the large interface is very easy to use and requires minimal training, which is an excellent faculty. **What do you dislike about Verint Intelligent Virtual Assistant?** I dislike that they have not integrated some additional social networks especially LinkedIn, YouTube and Instagram would be very good. Mobile accessibility is quite limited, this is a great weakness. Analytics could be more flexible in terms of filtering and viewing options. **Recommendations to others considering Verint Intelligent Virtual Assistant:** I highly recommend it especially if it's just about monitoring and participating with incoming messages, a tool like Conversocial is excellent and will certainly be pleased. It is a tool a bit expensive but if you can afford it, do it. I'm sure you'll love using Conversocial because it has so much to offer its customers. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** None at the moment. **Official Response from Jason Valdina:** > Conversocial supports YouTube comment replies, and has supported Instagram comments and Instagram Ads for years. In fact, Conversocial is now one of the few platforms supporting Instagram Direct, the messaging channel currently in beta with Facebook. Nonetheless, we appreciate the accolades, Alejandro. If you would like a demonstration of how to leverage YouTube and Instagram for your account, please contact your account manager or reach out to our support team; we want to ensure you are getting the most value out of Conversocial! ### 10. Conversocial is what you need for quality monitoring **Rating:** 5.0/5.0 stars **Reviewed by:** Nelly J. | Customer Support Professional, Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2019 **What do you like best about Verint Intelligent Virtual Assistant?** The best of Conversocial is how easy it is to monitor conversations on Facebook pages and on Twitter. This tool has one of the best user interfaces I have found. It is easy to select single or multiple accounts and channels. It also has keyboard shortcuts for most of these actions, of which other platforms are completely lacking. The customer service is excellent. Powerful analysis and automation function. **What do you dislike about Verint Intelligent Virtual Assistant?** The only thing that I dislike is that you need regular updates and new features quite frequently. It is also expensive. **Recommendations to others considering Verint Intelligent Virtual Assistant:** Highly recommended if you are prioritizing social attention to the client **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** They have helped us to expand our brand from customer service. ### 11. Majestic utility **Rating:** 4.0/5.0 stars **Reviewed by:** Hector T. | Analista de Inventario, Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2019 **What do you like best about Verint Intelligent Virtual Assistant?** The analysis of the report is super useful because it allows us to have real-time indicators of customer satisfaction and response time **What do you dislike about Verint Intelligent Virtual Assistant?** It's hard to say that I do not like something, it meets all the expectations **Recommendations to others considering Verint Intelligent Virtual Assistant:** The only thing I could recommend is that they make it possible to edit the message and make some suggestions to send the agent and have it modified before sending it back for approval. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** With the measurement of customer satisfaction in real time, we take the right measures to improve the quality of our services. ### 12. Incredible and innovative company with employees who care! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 20, 2018 **What do you like best about Verint Intelligent Virtual Assistant?** The entire team at ConverSocial cares about our business. They keep us informed as the instdustry changes, help us identify efficieices, quickly resolve any all customer service related issues - and they care about us. We're not a big retailer with a lot of licenses / seats, but they treat us the same way they treat other customers. They've help prove the value of our social media to our ELT and CLT teams. They've essentially helped us create a social only role in our Customer Solutions Department. **What do you dislike about Verint Intelligent Virtual Assistant?** There's only been one issue that we haven't really been wild about. As a smaller retailer, we don't like the new queues system. We'd like for content to be brought in by channel instead of by topics. Unfortunately, this isn't something that they offer at this time. This dislike, in the scheme of things, is not something we are all too unhappy with, however, it is something we are not in love with. **Recommendations to others considering Verint Intelligent Virtual Assistant:** Make the switch! The management team, development team, and customer service team is second to none. I've never had to wait more than a few minutes to get an answer from my our reps. The team loves the ease of using the tool. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** As a retailer with an exclusive customizable shelving solution, we offer many services to our customers. Our Social agents design custom closet solutions, schedule installation services, complete COIs for install, and coordinate deliveries. From a customer service standpoint, they help with order inquiries and damages - and also assist customers find products. We use Conversocial as a way to filter ALL of those topics into one channel. This has allowed our agents to only need 1-2 tabs open at a time instead of 5-10. This has created response time to go down, a more authentic and sensitive reply to customers because more time is spent with each customer, and higher level of incoming request. **Official Response from Jason Valdina:** > It is wonderful to hear that our platform and team have been so instrumental in the maturity and growth of your customer service and CX operation! Many thanks for sharing your accolades for Conversocial and your success story with others who are looking to harness the power of social messaging for customer service! With respect to your concerns about Conversocial's queues-based routing and prioritization, it absolutely can be set up to organize messages by channel instead of by topic! Just reach out to your account manager or contact our customer care team and we'll show you how to make this very simple change; let's get queues working to your liking : ) ### 13. Good program easy to implement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** August 31, 2019 **What do you like best about Verint Intelligent Virtual Assistant?** Easy to use in a large call center setting **What do you dislike about Verint Intelligent Virtual Assistant?** There is a lot of downtime. This could be related to It issues in my company. I am not a tech person **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** Employees have more insight into their own actions and targets. ### 14. The best tool out there for Social Customer Service! **Rating:** 5.0/5.0 stars **Reviewed by:** Katie S. | Social Media Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2017 **What do you like best about Verint Intelligent Virtual Assistant?** Conversocial is so simple and easy to use, both myself and my teams love using it. You can tell it has been built with Customer Services in mind. The analytics feature gives the detail you need but is so easy to use. Play Mode is a great feature to ensure that our customers are getting a great quick service from our agents and gives continuity for our customers on who they are speaking to on Social. I also love the new agent dashboard! **What do you dislike about Verint Intelligent Virtual Assistant?** There isn't anything I have found that I don't like. Conversocial are very digitally minded and forward thinking. They are always asking for your feedback so they can continue to develop the tool. Just when you think it can't get any better it does! **Recommendations to others considering Verint Intelligent Virtual Assistant:** If you are thinking of purchasing Conversocial as a Customer Service Tool then go for it! It can be expensive but is worth every penny in efficiencies. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** The tagging function in Conversocial allows me to quickly identify any key customer trends. The data that can be taken from Conversocial allows me to be able to give feedback back to the rest of the business to help drive some key changes to continually improve as a business. ### 15. Vital and easy to use social customer support engagement platform. **Rating:** 4.5/5.0 stars **Reviewed by:** Anthony C. | Social Media and Community Manager, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2017 **What do you like best about Verint Intelligent Virtual Assistant?** Conversocial is a stable and versatile platform which is easy to configure and provides us with necessary features to fully manage our social care engagement. One of Conversocials strengths is its ability to keep up with social innovations and through partnership with native social platforms deliver new features which help drive our performance and customer experience. **What do you dislike about Verint Intelligent Virtual Assistant?** Apart from some small improvements to analysis and reporting ( always a difficult area for social I cannot honestly point to any particular shortcomings. **Recommendations to others considering Verint Intelligent Virtual Assistant:** I can certainly recommend Conversocial as a social customer care support option. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** Conversocial allows us to manage work flow effectively, across separate sites and brands, driving engagement, resolution and performance. Platform features allow us to direct messages to correct agent work queues and skill sets, improves our response times, provided follow up function and in platform customer profiling which helps to personalise our engagement. ### 16. Chat is easy to operate **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** December 27, 2017 **What do you like best about Verint Intelligent Virtual Assistant?** Our customers can receive high quality service versus than calling the Cusrtomer Solutions Department **What do you dislike about Verint Intelligent Virtual Assistant?** I dislike the fact that if a customer is waiting to chat with1 of agents andbtheyl leave the chat session it shouldn't count in our abandon rate. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** It helps our customers chat versus calling the customer line. QA answers are getting answered quickly ### 17. Engaging, thought provoking and leading social customer care **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2017 **What do you like best about Verint Intelligent Virtual Assistant?** Smooth on-boarding, unequivocal support from Customer Success Manager and it's still improving - new Agent Dashboard is very useful.. **What do you dislike about Verint Intelligent Virtual Assistant?** If I have to pick on something, sometimes the system glitches and we need to click out and back again - very very minor. CSM quarterly updates, comparing us to (comparable industries) are valuable. **Recommendations to others considering Verint Intelligent Virtual Assistant:** Go for it. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** Fast and reliable social customer care, call deflection and issue resolution. ### 18. Excelllent community management tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** January 13, 2017 **What do you like best about Verint Intelligent Virtual Assistant?** Conversocial pulls conversations from all social media platforms into a user-friendly interface. At a glance, it's easy to discern between direct messages, comments, visitor posts and other types of interactions. Perhaps it's best features are that it stores conversation history, allows you to grade interactions as positive, neutral or negative, and allows you to tag messages as complaints or queries. You can also assign conversations to agents - this makes the task of following up a lot simpler, and ensures that fans/followers do not get missed or receive multiple replies from different agents simultaneously. I find it's very useful as an ORM tool. Some platforms try generate brand sentiment reports based on keywords, but this is not 100% accurate. In Conversocial, sentiment is captured at the point of interaction by a trained user, which I feel is far more likely to be correct. **What do you dislike about Verint Intelligent Virtual Assistant?** It can be used to post and schedule content, but there are many other tools that do this better. **Recommendations to others considering Verint Intelligent Virtual Assistant:** It's an excellent community management tool that also manages to be accurate in terms of ORM. It's ease of use is a major benefit. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** From a community management perspective, we needed a tool that could be used to engage with followers and fans across multiple platforms. We needed a tool that was reliable at tracking these conversations, and was easy to use. Learning the platform was easy, we found the Conversocial team was always on hand to assist with queries, and there was no lag between posts appearing in social media platforms and in Conversocial. ### 19. JackThreads Social Customer Service through Conversocial **Rating:** 5.0/5.0 stars **Reviewed by:** David T. | Director of Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2015 **What do you like best about Verint Intelligent Virtual Assistant?** Our associates are able to maintain a productive working rate in an environment that still treats the experience as innately social. Rather than try to convert a tweet or Instagram comment into something resembling an email or ticket, the interface retains many of the core features that exist in the native platform. There is, however, still enough in the way of automation and shortcuts to help our team move at a much faster pace than they would natively or in any other social engagement solution we've tested. **What do you dislike about Verint Intelligent Virtual Assistant?** Opportunities include completing the view of the customer, which is a challenge we're facing internally as well. Integration with other platforms (e.g. ZenDesk) will be useful in the future. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** We've brought our response time to social customer service questions to under 30 minutes on average. We've also been able to pass much richer insights to our business partners to evaluate everything from our social behavior to merchandising strategy. Increased agent productivity has also given us more bandwidth to explore social customer engagement as an outbound opportunity, using proactive search and automated prioritization to engage new users with our brand. ### 20. :D **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2016 **What do you like best about Verint Intelligent Virtual Assistant?** Ease of funneling all social interactions to one place to decrease time to 1st response. **What do you dislike about Verint Intelligent Virtual Assistant?** Wish it were easier to prevent any social interactions that do not need a response from being pulled in. Previous backlog from social activity before getting Conversocial. **Recommendations to others considering Verint Intelligent Virtual Assistant:** If you need help managing several Social channels, this is great! **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** Time to 1st response, customer satisfaction, and quality assurance across all agents responding on Social. Customers expect immediate responses & the faster we respond & the more accurate we are at addressing their concerns, the happier they become. ### 21. Highly recommended for Excellence in Social Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Sabrina R. | Global Social Media & Community Manager, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 05, 2015 **What do you like best about Verint Intelligent Virtual Assistant?** In just over a month of using Conversocial, we have been able to significantly optimise our response rates and sentiment on Social. One of the platform features that has immediately benefited us is the prioritisation of incoming messages across our channels, so rather than posts getting lost in the white noise of a chronologically ordered inbox, we can immediately tend to the posts requiring urgent attention then work our way through the rest of the inbox from oldest to newest. Sentiment & topic tagging has also been a game changer in terms of our Social CS reporting - it's easy for the agents to do and provides us with the most reliable and granular form of trending issue/sentiment reporting. I have also received plenty of positive feedback from the agents themselves on the usability of the platform and intuitive interface - it's simple and quick to sort. **What do you dislike about Verint Intelligent Virtual Assistant?** Though the reporting is largely thorough when it comes to key Social Customer Service KPIs, it would be useful to have a quick overview of the response rate, rather than having to manually calculate ourselves. It would also be handy to have an area highlighting archived posts that still require sentiment/topic tagging, to ensure that we're covering everything for reporting purposes. The data export should also be a file that is immediately available, rather than waiting for the email to be sent with the file, as at times we need the data urgently (e.g. managing product launches etc.). **Recommendations to others considering Verint Intelligent Virtual Assistant:** If Social Customer Service is a strategic priority for your business, then Conversocial will help you manage, report & deliver on the key metrics. It's fairly priced and quick to implement. If you're looking for an all-in-one solution, then it needs to be taken into account that Conversocial is excellent at what it does - Social Customer Support - but isn't optimised for marketing, scheduling or listening. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** We are addressing a number of key business benefits, namely: - Call centre call volume reduction, providing majority of customer support for product launches, for example - Increased response rates & reduced handling times - NPS - Sentiment ### 22. Industry-leading platform for Social Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** August 18, 2015 **What do you like best about Verint Intelligent Virtual Assistant?** Conversocial empowers our Social Customer Service Agents to identify and manage real customer issues with high levels of efficiency. The collaboration and reporting features help to drive departmental KPIs. **What do you dislike about Verint Intelligent Virtual Assistant?** Conversocial would benefit from a custom-built mobile solution for managers. **What problems is Verint Intelligent Virtual Assistant solving and how is that benefiting you?** Managing high volumes of social media customer interactions. ## Verint Intelligent Virtual Assistant Discussions - [What is Verint Intelligent Virtual Assistant used for?](https://www.g2.com/discussions/what-is-verint-intelligent-virtual-assistant-used-for) - 1 comment - [View Verint Intelligent Virtual Assistant pricing details and edition comparison](https://www.g2.com/products/verint-intelligent-virtual-assistant/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-31+05%3A54%3A23+-0500&secure%5Bsession_id%5D=13edfb1e-000c-4d92-91d0-7e97bab0ba8f&secure%5Btoken%5D=4ef5ab2064910ed48fc83e7328c4baba71dff49020ee3e252fd8782acb851c76&format=llm_user) ## Verint Intelligent Virtual Assistant Features **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Verint Intelligent Virtual Assistant Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,458 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (592 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,590 reviews)