Verint Systems (VRNT) Investor Update summary

Market Opportunity and CX Automation Trends

• Brands spend $2 trillion annually on CX workforce, with most workflows still manual and only 5% allocated to technology, creating a large opportunity for automation to drive efficiency and ROI.

• AI-powered CX automation is enabling brands to increase workforce capacity, reduce costs, and elevate customer experience, with examples showing up to 20x ROI.

• Customers are using increased capacity to handle more interactions and improve service quality, not just reduce headcount.

• The CX automation market is in early stages, with adoption expected to accelerate as more brands report tangible business outcomes.

• Leading brands such as Allstate, AT&T, Google, and Wells Fargo rely on the platform for CX automation.

Platform Differentiation and AI Strategy

• The platform offers over 50 specialized AI-powered bots, each automating specific micro-workflows for high precision and measurable outcomes.

• Hybrid cloud architecture allows seamless integration with existing customer environments, minimizing disruption and accelerating adoption.

• Continuous training on customer-specific data ensures bots remain accurate and effective over time.

• The monetization model enables customers to start small, prove value, and scale AI adoption as ROI is demonstrated.

• The open platform supports integration with any enterprise technology.

Customer Outcomes and Case Studies

• Fiserv automated compliance workflows, achieving 96% call coverage without adding staff, saving $90 million in labor costs and automating the work of 1,200 managers.

• Utilita reduced average call length by 35 seconds, increasing agent capacity by 10% and expanding bot usage by 800%.

• Volaris contained over 85% of customer interactions with bots, reducing cost per customer by 70%, increasing CSAT by 30%, and tripling call capacity.

• BNP Paribas automated quality checks, saving the work of 750 managers and improving quality by 25%.

• Customers expand bot usage over time, increasing licenses and adding new bots, with AI solutions reducing labor costs, improving quality, and decreasing employee churn.