In this episode of the Winners' Circle, host Russ Fordyce sits down with Daniel Ziv, Global VP of AI and Analytics at Verint, to discuss the revolutionary impact of Generative AI on the customer experience (CX) landscape.

Verint recently took home an award from the Business Intelligence Group for GenieBot, a tool that is turning decades of "bottlenecked" call center data into actionable business intelligence in seconds. Daniel shares his 23-year journey from pioneering speech analytics to leading the charge in "agentic" AI.

We dive deep into why the specific data you feed your AI is your ultimate "behavioral moat" and how companies are seeing multi-million dollar ROI within days—not months—of deployment.

• The Death of the Data Bottleneck: How GenieBot democratizes insights, allowing users to ask natural language questions of their organizational data.

• The "Behavioral Moat": Why generic AI models are a commodity, but your unique customer interaction data is your true competitive edge.

• Eliminating Hallucinations: How Verint ensures AI trust by automatically linking every insight back to specific source quotes from customer interactions.

• Real-World Impact: Examples of organizations saving between $2M and $6.5M almost immediately by identifying website bugs and operational inefficiencies.

• The Future is Agentic: A sneak peek into the roadmap where AI won't just find problems—it will proactively take action to fix them with human oversight.

00:01 – Meet Daniel Ziv & Verint Introduction to Verint’s mission in CX automation and Daniel’s history in the speech analytics market.

03:33 – The "Behavioral Data Moat" Why the AI model matters less than the data you feed it. Using unique customer behavioral data as a competitive shield.

04:04 – Rapid ROI: From Weeks to Seconds How GenieBot crunches hundreds of interactions instantly, turning what used to be a week-long manual task into a "split second" result.

06:41 – Solving the Hallucination Problem The importance of validation and how GenieBot provides direct citations from the actual source of the interaction.

09:34 – Will AI Replace Analysts? Debunking the myth that AI eliminates jobs. Like radiologists in healthcare, AI allows analysts to focus on high-level strategic thinking rather than just pulling reports.

11:56 – Operationalizing Insights Moving from raw data to action. Automating executive PowerPoints and identifying million-dollar cost-saving opportunities in finance and utilities.

17:17 – Finding the "Invisible" Friction A real-world case study on how GenieBot discovered a specific website payment bug that was causing massive customer churn before they even officially became customers.

19:13 – The Biggest GenAI Misconception Why "wait and see" is a dangerous strategy. Adopting AI is now a survival tactic, comparable to the mobile internet revolution.

23:42 – Roadmap: Agentic Analytics What’s next for Verint? A look at "Spikebot" and the transition toward AI that can autonomously suggest and monitor operational changes.

• Learn more about GenieBot: Verint.com
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