Verint® announced a new capability at Engage 2026 that helps organizations scale CX Automation: Verint Agent Factory. This new AI orchestration environment gives enterprises the ability to build, configure, and manage the hybrid workforce of human and AI agents. As Agentic AI becomes central to customer experience strategy, enterprises face a key challenge: moving from isolated AI experiments to coordinated AI workflows ready for production. Many are still piecing together point solutions, managing fragmented tools, and struggling to connect AI agents to the workflows and human teams that make them effective. Verint Agent Factory addresses that challenge with a composable environment for orchestrating AI agents within CX Automation workflows.
Verint Agent Factory enables enterprises to build, configure, and manage hybrid human and AI agent workforces.
The platform provides prebuilt agents for common CX use cases with tools to create custom agentic AI agents.
Centralized prompt management allows for updating and governing prompts across AI agents and applications.
Model flexibility includes access to leading AI models with bring-your-own-model support.
Integrated data connectivity and governance enable safe adoption of agentic AI at enterprise scale.
Expected outcomes include faster CSAT improvement, reduced operational cost, and deployment measured in weeks.
Verint Agent Factory helps enterprises put hybrid workforce orchestration into practice. Jaime Meritt, Verint Chief Product Officer, stated, "Agent Factory helps enterprises put hybrid workforce orchestration into practice. Customers can build their own agentic AI agents, use them alongside Verint AI agents and route work to humans when needed. The result is a more coordinated workforce focused on outcomes you can measure, not just capabilities you can demo." This approach enables organizations to move beyond isolated AI experiments and create coordinated, production-ready AI workflows that deliver measurable business results.
The platform provides prebuilt agents for common CX use cases along with tools to create custom, agentic AI agents, connect them to workflows, and include human handoffs where needed. This composable environment allows organizations to start with focused use cases and expand over time, supporting faster deployment and measurable CX outcomes. The ability to seamlessly integrate AI agents with human teams ensures that complex or sensitive interactions receive the appropriate level of human judgment and empathy while routine tasks are automated efficiently.
Agent Factory includes centralized controls for managing, updating, and governing prompts across agentic AI agents and applications. This ensures consistency and quality in AI interactions while enabling rapid iteration and improvement. The platform also offers model flexibility with access to leading AI models, including bring-your-own-model support, within a single environment. This allows organizations to leverage their preferred AI models while maintaining centralized governance and control over all agentic AI deployments.
Integrated across the Verint CX Automation Platform, Agent Factory provides governance controls to enable safe adoption of agentic AI at enterprise scale. This integration ensures that AI agents have access to the right data while maintaining security, compliance, and auditability. Organizations can confidently deploy AI agents knowing that data connectivity and governance are built into the foundation, reducing risk while accelerating time-to-value.
Organizations using Verint Agent Factory can expect faster CSAT improvement, reduced operational cost, stronger compliance, and agentic AI solution deployment measured in weeks rather than months. This speed and efficiency enable enterprises to quickly realize the benefits of AI automation while continuously optimizing their hybrid workforce for better customer experiences and operational performance.
About Verint
Verint® is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world's most iconic brands use the Verint CX Automation Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered platform; driving enhanced customer engagement, increased efficiency and reduced costs across contact centers, back offices and digital channels. Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®.
