Verint Launches Agent Factory to Streamline Hybrid AI-Human Workforces
Event summary
- Verint introduced Agent Factory at Engage 2026, an AI orchestration platform for managing hybrid human-AI agent workforces.
- The tool enables enterprises to design, build, and orchestrate custom AI agents alongside Verint’s prebuilt solutions.
- Key features include prompt management, model flexibility, and integrated data governance across CX workflows.
- Verint claims the solution can reduce operational costs and improve CSAT while ensuring compliance.
The big picture
Verint’s launch addresses the growing need for coordinated AI workflows in customer experience, moving beyond fragmented point solutions. As enterprises scale CX automation, tools like Agent Factory could set a new standard for integrating human and AI agents under governance controls. The platform’s ability to measure outcomes rather than just demo capabilities may differentiate it in a crowded market.
What we're watching
- Adoption Pace
- Whether enterprises will rapidly deploy Verint’s hybrid workforce orchestration in measurable CX outcomes.
- Competitive Response
- How rival CX automation platforms react to Verint’s composable AI environment for agent workflows.
- Model Flexibility
- The extent to which enterprises leverage bring-your-own-model support within Agent Factory.
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