Verint Speakeasy AI & Contact Centre Bots Training

Live Online & Classroom Enterprise Training

Introduces conversational AI and automation within Verint’s ecosystem. Focuses on virtual assistants, speech analytics, and customer engagement optimization.

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What is Verint Speakeasy AI & Contact Centre Bots Course about?

The Verint Speakeasy AI & Contact Centre Bots course provides in-depth knowledge of conversational AI solutions tailored for customer service environments. Learners will explore how Verint’s AI-driven bots improve customer experiences by automating conversations, reducing agent workloads, and integrating seamlessly into contact center ecosystems. The course covers bot design, natural language understanding (NLU), deployment strategies, and performance analytics. By the end, learners will have practical skills to implement AI-powered conversational bots that drive efficiency and customer satisfaction.

What are the objectives of Verint Speakeasy AI & Contact Centre Bots Course ?

Understand the fundamentals of Verint Speakeasy AI and contact center automation.
Design and deploy conversational bots for customer interactions.
Apply NLU and AI models to improve bot accuracy and efficiency.
Integrate bots with CRM and contact center platforms.
Monitor and optimize bot performance using analytics and feedback.

Who is Verint Speakeasy AI & Contact Centre Bots Course for?

Contact center managers and supervisors.
Customer experience (CX) professionals.
AI and chatbot developers.
Business analysts working in customer engagement.
IT professionals managing enterprise contact center solutions.

What are the prerequisites for Verint Speakeasy AI & Contact Centre Bots Course?

Prerequisites:

Basic understanding of contact center operations.
Familiarity with AI and chatbot concepts.
Knowledge of CRM or customer engagement platforms (preferred).
Experience with cloud-based tools and integrations (helpful).
Willingness to explore customer experience automation.

Learning Path:

Introduction to Verint Speakeasy AI & Conversational Bots
Designing and Configuring Bots for Contact Centers
NLU, AI Models, and Customer Interaction Design
Integration with CRM, IVR, and Contact Center Platforms
Bot Analytics, Optimization, and Continuous Improvement

Related Courses:

Conversational AI for Customer Experience
AI in Contact Centers: Automation & Analytics
Customer Experience Management with AI Tools
Intelligent Virtual Assistants (IVA) for Business

Available Training Modes

Live Online Training

4 Days

Course Outline Expand All

Expand All

Foundations

Module 1- Introduction to Verint & Speakeasy AI

Overview of Verint platform

Speakeasy AI features

Omnichannel capabilities (voice, chat, email, social)

Role of AI bots in contact centres

Module 2- Understanding Conversational AI

NLP & NLU basics

Intent, entity, keyword concepts

Handling variations in user utterances

Examples: “cancel booking”, “I want to revoke my ticket”

Module 3- Platform Navigation & Architecture

Dashboard overview

Admin interface & user roles

Bot designer interface

Workflow and integration points

Bot Design & Handling Variations

Module 1 - Advanced Bot Design

Multi-turn conversations

Context management

Conditional responses

Fallback intents

Module 2- Handling Variations in Customer Utterances

Intent mapping and synonyms

Entity recognition

Handling keyword-independent questions

Examples: “cancel my booking”, “I want to revoke my ticket”, “Please terminate my

reservation”

Module 3- Analytics & Reporting

Bot performance metrics

Intent resolution rate

Fallback analysis

Identifying gaps for retraining

Integrations & Real-World Scenarios

Module 1- Integration Overview

Integrating bots with CRM, ticketing, and IVR

API calls and data retrieval

Triggering workflows

Module 2- Real-World Use Cases

Booking cancellations

Refund requests

FAQs

Escalation to human agents

Multi-channel deployment

Module 3- Best Practices in Bot Implementation

Conversation design principles

Reducing failed intents

Balancing bot vs human agent load

Full Journey Simulation, Optimization & Wrap-up

Module 1- Full Bot Journey Simulation

End-to-end booking/reservation flow

Canceling / modifying booking

Refund process

FAQs and status inquiries

Escalation to human agent

Module 2- Handling Edge Cases & Variations

Multiple utterance variations for each intent

Unexpected inputs / errors

Bot fallback strategies

Module 3- Optimization & Continuous Learning

Analyzing bot metrics: intent resolution, fallback rate

Retraining bot for missed intents

Sentiment-based escalation

Module 4- Security & Compliance

Role-based access

Data privacy considerations (GDPR/HIPAA)

Secure integration practices

Module 5- Wrap-up & Key Learnings

Recap full journey design, integration, optimization

Metrics for success

Best practices for deployment

Scaling to other use cases

Who is the instructor for this training?

The trainer for this Verint Speakeasy AI & Contact Centre Bots Training has extensive experience in this domain, including years of experience training & mentoring professionals.

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