Microsoft 365 Copilot vs. Verint Intelligent Virtual Assistant (IVA)

In my experience, if you're using within the Microsoft office suite, it has the best integration. The usability is great and the user has to put little effort to get a task done. On the other hand, in my experience, coding within Visual Code is unreliable and the results are not consistent. You can't use with different programming languages and ask for complex tasks. Pitty because I think the VS integration is great.

Incentivized

The IVA is very well suited to handle routine questions and basic actions that would typically require customer support. It may be a little more challenged handling edge cases but in those instances we have found it provides an easy transfer to a live agent

Incentivized

• Copilot helps me manage my emails efficiently.
• Copilot helps me summarize Teams meetings in real time and generates thoughtful questions during discussions.
• Copilot's ability to generate PowerPoint presentations from other documents has been a major time-saver.
• Copilot seems to outperform other AI platforms in finding sources for search queries.
• Copilot Studio makes it easy for me to generate agents and chatbots.

Incentivized

• Payment Handling
• FAQ
• Contextual Interaction
• High Volume, Low Value Calls
• Replacement Card Handling

Incentivized

• Like all other AI systems, Copilot suffers from hallucinations. You have to be very careful with the output it generates. It could be completely wrong. It needs to be checked and rechecked to see if it is correct.
• Copilot sometimes struggles to formulate accurate responses to complex queries. It will either provide an incomplete response or generate a response that would be completely wrong.
• Right now, I am unable to customize Copilot for my specific needs. Hopefully, in future versions of the AI, this will be taken care of.

Incentivized

• Customer service (support)
• Reservations
• E-Commerce

Incentivized

Absolutely!!! I have a high regard for the product and will use it for years to come.

Incentivized

It's integrated well across the Microsoft 365 suite of applications, without getting in the way, and providing useful tools. Some of the integrations need development, e.g. the Outlook add on is quite basic, and the excel and powerpoint ones can't do much yet. The implementation in Teams is really fantastic, significantly improving the experience of recording, transcription, and summarising meetings and action points.

Incentivized

It is well suited for employees with technical experience

Incentivized

We needed a tool where secure data was not submitted to servers to process as we have some health care related data to keep private. We also needed to be able to test this tool without committing first to see if it is a fit and Microsoft provided this easily to us.

Verint Intelligent Virtual Assistant is a complement of the previous products selected. Once we study extensive customer wave information to study, and we identified opportunities areas to best and improve the operation then Verint Intelligent Virtual Assistant takes part to give customer solutions.

Incentivized

• Service desk employees resolve some tickets much faster thanks to Copilot support. This percentage, according to current knowledge, is between 20% and 30%.
• For administrators, creating scripts and automations with Copilot support saves them a significant amount of time. This currently stands at between 20% and 40%.
• If you don't give the copilot proper instructions, you'll also get answers that aren't valuable. You do need some knowledge or training to get the right answers from the copilot.

Incentivized

• Decreased overall AHT in chat by 10% minutes
• Improved overall containment rates by 10%
• Has yet to help our CSAT/NPS scores

Incentivized