Verint Launches Agent Factory to Orchestrate Humans and AI Agent Workforces
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.
“Agent Factory helps enterprises put hybrid workforce orchestration into practice,” said Jaime Meritt, Verint Chief Product Officer. “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.”
Key Capabilities
- Design, Build and Orchestrate: Prebuilt agents for common CX use cases with tools to create custom, agentic AI agents, connect them to workflows and include human handoffs where needed.
- Prompt Management: Centralized controls for managing, updating and governing prompts across agentic AI agents and applications.
- Model Flexibility: Access to leading AI models, including bring-your-own-model support, within a single environment.
- Data Connectivity and Governance: Integrated across the Verint CX Automation Platform with governance controls to enable safe adoption of agentic AI at enterprise scale.
Organizations can start with focused use cases and expand over time, supporting faster deployment and measurable CX outcomes. Expected outcomes include faster CSAT improvement, reduced operational cost, stronger compliance and agentic AI solution deployment measured in weeks.
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