Verint held its Engage 2025 event in Orlando last week, the company’s annual user conference that brings together a large community of customers, partners, and analysts to discuss the future of customer experience (CX).

Across keynote presentations, breakout sessions, and customer stories, one message was clear: AI is hard, and most enterprise projects don’t succeed. But Verint believes it’s found a way to lower the failure rate by packaging AI into targeted, outcome-driven bots.

The 95% Failure Rate and What It Means

One recurring reference point was the now-infamous MIT report claiming that 95% of enterprise AI projects fail. While there’s plenty of debate over the methodology and conclusions, the number resonated with Verint’s narrative: too many organizations dive into AI without clear business objectives.

Verint executives were explicit: they’re not fans of pilots that lack strategic alignment. From their perspective, success comes from starting with a specific business outcome in mind, and building from there.

Bots with a Purpose

Verint has focused for the past two years on creating workflow-specific bots that deliver measurable outcomes. Their product catalog now includes a broad range of bots focused on performing micro-services. The Wrap-Up Bot is perhaps the most-cited example, which uses GenAI to automate a summary of customer interactions to save human agents and improve summary accuracy.  It’s a small but impactful automation that saves time and demonstrates real cost savings quickly.

But instead of focusing on the technical details of each bot, Verint highlighted the tangible operational outcomes customers are achieving. To help organizations avoid becoming part of the “unmeasurable outcomes” category, Verint has invested in dashboards that track usage, such as how often a bot is deployed, and translate those metrics into clearly visible operational savings, expressed in local currency.

This emphasis on quick wins and quantifiable results makes it easier for enterprises to get started with GenAI, particularly those in regulated industries.

New Workforce Management Bots

At Engage, Verint announced two new bots aimed at workforce management in the contact center:

• Exact Forecasting Bot – Uses AI to analyze customer contact patterns across channels and improve forecast accuracy for agent staffing and skills. It can account for seasonality, marketing campaigns, and other dynamic factors.
• Intraday Spike Bot – Applies GenAI to analyze sudden surges in customer inquiries, identify the root cause, calculate operational cost, and recommend immediate responses such as new IVA scripts or fresh knowledge articles.

Both additions reinforce Verint’s philosophy: automate discrete workflows that matter, in ways that are understandable, configurable, and measurable.

Customer Voices and Adoption Pace

As part of his keynote address, Dan Bodner, CEO of Verint, emphasized that organizations don’t necessarily need to overhaul existing systems to take advantage of the benefits of CX automation.

To that point, ID.me, a Verint customer highlighted at the event, started small with a SmartTransfer bot to enable intelligent routing with an IVA leveraging one or two intents. In just six months, the project, built with GenAI and a continuous RAG process, improved self-service containment rates from 60 percent upwards to the mid-70s percent contained.

While Verint is leaning heavily into GenAI, most customers at Engage are still at the beginning of their journeys. That’s not surprising. Many are large enterprises in highly regulated sectors, not natural early adopters.

Yet the interest is strong. Sessions featuring customer success stories, such as implementations of Verint’s AI Quality bots, were packed. Attendees seemed eager to experiment with low-risk, high-impact automations that could relieve agent workload and create immediate savings.

Verint’s trajectory is also shaped by its recent acquisition by Thoma Bravo. If all proceeds as planned, the company will enter 2026 as a private organization with more capital for further investment. As the self-described category leader in CX automation, Verint is determined to hold that spot by expanding its bot portfolio and deepening its Da Vinci AI platform.

The competitive landscape is intense. Many vendors inside and outside the CX market are vying to define AI workflow automation. Verint’s differentiator is its insistence on practicality, clarity, and measurable outcomes.

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