Hilarious how a lot of phone based divisions have implemented Verint’s AI WorkAssist. Advertised as something to assist the employee, it transcribes calls and alerts managers of potential privacy violations so that the calls can be listened to. I’ve been coaching staff and viewed some employees who have upwards of 50 calls listened to in a month by people wanting to issue warnings
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The sad thing is Cigna keeps spending money on these things which do not make our job easier. Burnout is real and Cigna’s asks are so unrealistic. It’s the most toxic work environment I’ve even been in and feels like abuse. Many of my colleagues are working 10 hours over a week due to demands not fitting into the 40 hour work week. Verint work assist has wrong names wrong tenses and downright wrong info. They claim it’s to make our life easier but it doesn’t.
I am not sure all the reasons it is used but I use it to identify new project opportunities, which has nothing to do with the rep. Not all is to micromanage to call rep.
Don’t attack or spread false information about the privacy folks. That team is one of your biggest allies, one the hardest working groups who shut out the noise and continue to focus on good, and are all-around fantastic people. Shame on you.
No, this is not a correct statement. Verint monitoring has been in place for years as part of company obligations to monitor for compliance. Refer to the seven elements of an effective compliance program per federal sentencing guidelines. If a concern is found, corrective action is taken to help prevent future occurrence— thus coaching to educate the employee, protect the customer, protect the company and clients. This is not some underhanded strategy, it’s proper use of tech for efficiency so those in the contact center can get back to what’s important!!
Shouldn’t employees who violate privacy be coached? Or terminated based on the severity of the situation?