Insights from Engage 2018: Chatbots, Automation, and AI

Once a year, we host our annual Customer and Partner Conference, Engage. Not only does the conference give all of us at Verint the chance to learn from one another, but it also offers the opportunity for a face-to-face connection with those that we serve. Honestly, for this reason alone, we consider it a few of the best days of the year.

It was great to see that while customers and partners naturally prioritize different topics and processes, we were all rallying around some core themes this year. The streamlined positioning to simplify, modernize and automate through connected, modular products and shared intelligence ignited new ideas and opportunities, while at the same time security, with the looming GDPR deadline was clearly top-of-mind for every attendee.

And of course, innovating with AI and Intelligent Virtual Assistants (IVAs) were the underlying passion of everyone there. Tracy Malingo, SVP of Product Strategy, gave a talk about how AI is not just cool tech—it’s a business advantage. She broke down how AI is already changing how we measure outcomes for the better and gave the audience a look into how this tech will continue to revolutionize business over the next three to five years.

At a conference dedicated to engagement, it was exciting to hear her predictions about how AI will work to better serve the customer. She explained that integrated self-service actually allows for better customer service while at the same time improving employee satisfaction by alleviating the high-volume, low-value interactions. Think of the consistent brand messaging that AI provides, and the paper trail inherent in each interaction.

Others who stood out included Ibrahim Khoury, Director of Innovation for Alight Solutions, who was in very high-demand speaking about his experience with IVAs on the main stage as well as a few different panels. His number one piece of advice: take the time you need to deliver the experience your users deserve; enterprises cannot afford to get this [IVAs] wrong.

There was a true sense of transparency and openness as James Donohue of Novo Nordisk, who is leading the implementation of a diabetes-focused IVA, spoke to the merits of innovating with empathy in a meaningful way for patients, while also balancing the demands of the highly-regulated pharmaceutical industry. And, Monica Chartier of Dell, discussed her experience and goals with delivering an IVA focused on selling devices and accessories while also assisting visitors to Dell.com.

The conversations and level of engagement from audience members and speakers alike, resulted in authenticity not often realized in large settings.

As we continue to work with our customers and interact with our readers to simplify, modernize, and automate, we’re excited to carry the energy from the conference forward into the rest of the year. We hope Engage also left you feeling motivated about the ways AI can produce better results in your everyday working life.

And… keep a look out for our announcement about Engage 2019, we look forward to continuing the conversation with you!