Here are five key takeaways from the Verint Engage 2024 conference that every CXO needs to understand about the changing face of AI in the enterprise:
- Bite-sized AI bots: The Power of Specialization. Forget one-size-fits-all AI solutions. The real game-changers are specialized bots designed to tackle specific business problems. Verint's approach is like assembling a dream team of AI assistants, each with its own superpower. Need a summarization expert? There's a bot for that. Agent coaching wizard? Another bot is at your service. It's AI offered in the smallest consumable unit, and it's revolutionizing how we think about productivity. Verint bots are “team players” that are designed to work together well.
- The "No Disruption" Revolution: Here's a novel idea: what if we could improve productivity without turning the entire workflow upside down? Verint's bots are designed to slip into existing processes like a well-oiled cog, enhancing productivity without the usual implementation headaches. It's like upgrading your car's engine while it's still running – smooth, efficient, and without missing a beat.
- Licensing That Won't Break the Bank: Verint provides options to test drive their AI solutions without committing to a long-term relationship. Verint's licensing model is brilliantly simple – start small, prove the value, and scale up (or down) as needed. As demonstrated in one of their case studies, when you can show that a $1.4 million investment in AI can support or redirect human workload, saving $16 million worth of human labor, even the most skeptical CFO will be all ears.
- Ethics Aren't Optional Anymore: In a world where AI ethics are becoming as crucial as the technology itself, Verint is playing the long game. Their Verint Open Platform with Verint Da Vinci AI at the core is built on principles of privacy, security, and fairness. It's not just about what AI can do – it's about what it should do. In an era of increasing scrutiny, this approach isn't just ethical – it's smart business.
- AI adoption - Terminator vs. Johnny 5: Companies like Verint are leading the charge with AI solutions that look friendly, approachable, and – dare I say it – cute. The message is clear: if your AI looks like it's about to lead a robot uprising, don't expect your team to embrace it with open arms. The psychology of adoption comes from the workforce knowing that the AI will help them rather than help to replace them.
The Bottom Line: Let us face it: AI is still not at the level of human reasoning and independent thinking itself when unknown situations arise. This is why the use cases that will be successful are the ones that identify where humans need support for menial, complex, or time-consuming tasks and that augment humans with AI.
The AI landscape is shifting faster than ever. While some companies are still debating whether to dip their toes in the AI waters, companies like Verint are already making waves with approaches that prioritize user-friendly design, specialized functionality, and ethical considerations. This platformization of AI can take away a lot of complexities of choosing the right model, or lock-in with a vendor that fails to innovate. Verint Da Vinci AI provides an option to enterprises to either use their own models (BYOM), opensource models, closed source/3rd party commercial models, or Verint’s own models on any cloud, any region. Switching the models is fairly easy when selecting the model that is appropriate for a specific function.
For CXOs, the message is clear: the future of AI in the enterprise isn't about chasing the latest and greatest language model. It's about finding solutions that seamlessly integrate into your existing workflows, offer tangible ROI, and align with your company's values.
Remember, in the world of enterprise AI, it's not the biggest or the scariest that wins. It's the smartest, the most adaptable, and yes, sometimes the cutest. The future of AI is here, and it's got a friendly face.
Innovation in legacy spaces such as call centers is very complex and limited. Verint is trying to change that. Their AI offerings, licensing and consumption models, and AI platformization are all compelling. They are definitely worth a look.
