Verint

Conversational AI agents complete transactions in connected systems: authenticating a customer, processing a card payment, updating an account or changing a reservation, then confirming the result. Agent Factory links prebuilt and custom agents to enterprise data and tools, with support for MCP, A2A and ACP and governance controls over what each agent can reach, and the open ecosystem connects business applications and channels on top of the customer's existing stack. Which connectors a deployment uses, and the credentials behind them, are set up per customer during implementation.

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Agent Factory orchestrates a workforce of prebuilt and custom AI agents and people, deciding which agent handles each step of a request, such as authentication, account lookup and resolution, and passing the interaction history along at every handoff. The same prompt management, model governance and policy guardrails apply across every agent in a workflow, and work routes to a person wherever judgment is needed. Voice and digital agents take part in the same flows, alongside the virtual agents and assist tools a contact center already runs.

Sourceverint.com/agent-factoryread 2026-10-19

Knowledge Management keeps a shared repository of policies, procedures and service content that feeds both virtual assistants and human agents. New material is analyzed and optimized for search as it arrives, and natural language retrieval uses customer context to pick the relevant answer. Knowledge Automation can also search content where it already lives in other enterprise systems, so agents can use it before, or without, a migration into the repository.

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Workflows hand an interaction to a person when judgment, risk or complexity calls for it, passing the conversation context, and Agent Assist copilots can support the employee who takes over. Central prompt governance and policy guardrails limit what agents do on their own. A payment or record change the agent proposes is not held in a queue for a reviewer to approve before it runs; oversight of finished conversations comes afterward through quality scoring.

Sourceverint.com/agent-factoryread 2026-10-19

Users sign in through SAML 2.0 with a customer supplied identity provider or through OpenID Connect, role based access with least privilege governs the cloud platform, and API calls are checked against Verint Identity Service. Recordings and databases use AES 256 encryption, and TLS protects data in transit. The product certification matrix lists voice and digital Intelligent Virtual Assistant under annually audited coverage that includes SOC 2 Type II; its HITRUST entry maps the SOC report and is not a HITRUST certification, and detailed reports sit in the trust center.

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Dashboards track service performance across human and automated conversations, and quality scores come with the AI reasoning tied to the moment in the interaction behind each score, so staff can find recurring problems. What an agent did inside a workflow, which tool it called, with what arguments and what came back, has no step by step record a team can open, so a failed transaction is traced through conversation review and the connected systems' own logs.

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Interaction history and the CX Data Hub carry customer context between specialized agents and the staff who take over, and a channel switch keeps the conversation intact. Historical engagement data also feeds training and analysis. Agent Factory has no memory layer of its own with a stated scope, lifetime and controls for facts an agent learns, so continuity from one contact to the next comes from the shared data foundation and saved conversations.

Sourceverint.com/agent-factoryread 2026-10-19

The Verint platform runs in Verint's or a partner's public cloud, in a private cloud belonging to the customer or its partner, or in a hybrid of the two. In Verint's cloud, customer data and backups stay in the region where the service is deployed, spread across at least two isolated zones on one of the three major cloud providers, and the Hybrid Cloud model keeps audio and screen recordings, and optionally transcription, at the customer's telephony site. These options are set out for the platform as a whole, without saying which Agent Factory and model components run in a customer cloud.

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Industry agents for healthcare, travel, financial services, retail and the public sector deploy with one click from IVA Studio, a no code tool for designing, testing and updating workflows, and are then adapted to local systems and policies. Their tasks range from appointment booking and prescription refills to reservation changes, bill payments and returns. Agent Factory also offers prebuilt agents for common customer service use cases, which combine with a customer's own custom agents in one governed workflow.

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Voice calls and digital messages reach conversational agents through the customer's existing IVR, contact center and messaging connections, with no rip and replace. Channel Automation routes each interaction on intent, workload, schedules and earlier virtual assistant context, and customers can move between web chat, messaging and telephony within one service journey. Calabrio customers can switch on Verint's bots on their current setup without a migration or new infrastructure.

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Agent Factory gives customers access to hundreds of models from providers such as OpenAI, Google Gemini, Anthropic and Meta Llama, or a model of their own, configured and managed in one environment alongside centralized prompts and model governance. Separately, Da Vinci picks models internally for packaged Verint services, so the choice applies to agents built and run in Agent Factory and may not reach every prebuilt bot.

Sourceverint.com/agent-factoryread 2026-10-19

The API Gateway exposes cloud platform APIs with throttling and access enforced through Verint Identity Service, covering user provisioning, live and post call interaction enrichment and export, workforce schedules and adherence, performance KPIs and the Da Vinci Speech Transcription API. The full reference sits in the Verint Developer Portal behind a customer login. These operations cover the wider platform; building or running Agent Factory agents is not among them, and the MCP, A2A and ACP support describes how agents connect outward to other systems.

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QM Intelligence scores up to 100% of voice and digital interactions, for AI agents as well as people, against the customer's own evaluation forms or a question library, and Automated Answer Validation checks that answers were correct and compliant and recorded accurately in the CRM. Each score shows the AI reasoning tied to the moment it came from, so teams can see why an automated conversation failed and revise the workflow, and IVA Studio lets builders test a workflow before deploying it.

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Desktop Intelligence captures what employees do in their applications and uses a Process Discovery Bot to map workflows and recommend improvements, but people still operate those screens. Conversational AI agents complete tasks through connected systems and workflow orchestration, with no browser or desktop session of their own to click, type and navigate through another application when an integration is missing.

Sourceverint.com/desktop-intelligenceread 2026-10-19