BirchAI's Call Center Automation Solution Accelerates Through Verint

A brand’s success hinges on customer engagement in today’s workforce environment. Customers want to feel engaged with the company they showed loyalty to, even when seeking customer support.

Verint, the Customer Engagement Company, offers innovative customer engagement solutions to the Verint (News - Alert) Marketplace through its platform extension partners. Customer support platform BirchAI joined Verint, adding to its list of partners, to provide an after-call work solution that automates documentation and call classification.

BirchAI focuses on advancing call center efficiency by automating resource-intensive aspects of customer care, including summarization, classification and analysis of customer calls. The partnership will accelerate the adoption of BirchAI's next generation call center automation solution, Birch Assist, which reduces average handle time by up to 35%. Birch Assist will be available this summer on the Verint Marketplace.

"We're pleased to add BirchAI to our partner community," said Verint's John Bourne, senior vice president, global channels and alliances. Bourne also said the innovative solutions brought by its partners automate contact center operations, drive efficiencies and improve customer engagement for customers.

BirchAI's in-house speech to text model is tuned to domain-specific conversations and feeds its downstream natural language processing models that automate workflows. Within 15 seconds of call completion, BirchAI will classify the call, write a summary and complete key fields in the system of record — all matching the company’s style and schematic preferences. The agent reviews information and moves on to the next call.

On average, BirchAI's automated documentation reduces after call work by up to 75%.

"We are excited to partner with Verint, an industry leader in customer engagement solutions. Together we can accelerate adoption of our next-generation automation solutions, to rapidly increase efficiency and accuracy, even in the most complex contact center environments like insurance, banking and health care," said Kevin Terrell, CEO and co-founder of BirchAI.


Edited by Greg Tavarez

SHARE THIS ARTICLE