Case Study: Utilita increases agent capacity and reduces after-call work with Verint Wrap Up Bot

Utilita increases agent capacity 10% with Verint by cutting after-call work 35 seconds

Utilita, a U.K. energy company, sought to improve customer experience and agent efficiency in its contact center. To address this challenge, the company worked with vendor Verint to implement the Verint Wrap Up Bot, a solution designed to automate call wrap-up and other agent workflows.

The solution from Verint involved deploying its Copilot Bots, which run on AWS, to automate post-call summarization. This reduced after-call work by an average of 35 seconds per customer interaction. As a result, Utilita increased its agent capacity by 10%, improved overall efficiency, and was able to quickly scale the solution across its operations following a successful pilot.

Utilita