Verint accelerates international expansion with AWS Global Passport

Verint operates in over 100 countries, meaning it needs to provide bots for various use cases in multiple languages, quickly and effectively. Ian Beaver, Chief Data Scientist at Verint, explains, “Building a product and a solution in English in North America is one thing. Shipping that to companies around the world, operating in all kinds of languages, and supporting that in the same feature is a real challenge.”

Along with language, Verint also needs to consider global AI regulations, data residency requirements, LLM availability, usage variations, and latency, which all differ from region to region. Plus, with provision capacity changing constantly, Verint needed to be able to support generative AI-powered solutions on a continual basis, allowing its customers to change models as the technology and their business evolves.

Many of Verint’s customers require rapid procurement and deployment, leaving the business with limited time to consider these complex variables and choose the right foundation model for each region. Beaver adds, “Deploying generative AI models globally is very different than traditional software. You're not guaranteed the same behaviors just because you're using a similar technology in a new place.”

The Verint team knew they needed an easier and faster way to understand new regions and accelerate market expansion. Verint chose the AWS Global Passport program to streamline deployment with tailored guidance and expertise on language, latency, regulations, and more.

Beaver explains, “Whenever we have a new customer going live in a region, we have a bunch of urgent questions that we go to AWS with: What are the region’s data residency requirements? Which language model is going to be the best choice to support the language spoken in that region? Are there any latency differences that we’re going to experience in this region?”

Through the AWS Global Passport program, Verint works with model trainers to identify relevant regulations and considerations for each region. Plus, with Amazon Bedrock, Verint has access to not just one foundation model, but a family of models from different vendors. This allows Verint to find and deploy specific models that are tuned to the requirement and region in question.

Verint can enter new regions with confidence, setting accurate expectations for its customers regarding LLM behavior and the unique constraints of each region. When an opportunity for international expansion arises, AWS Global Passport supports Verint by reviewing expansion plans, testing models up front, and evaluating which LLMs are right for a new use case, as well as connecting Verint with expert model trainers.

This has saved Verint a huge amount of time on spinning up new generative AI solutions, shortening go-live times from months or even quarters to just weeks. The AWS Global Passport program has helped scale Verint’s innovation across 180+ countries, with consumption models that can be scaled up and down to fine tune usage and control cost.

With AWS, Verint now has a greater understanding of local regulations as well. “Different countries are now interacting with their own governments and people to create new AI regulations, and we’re figuring out how to stay compliant around the globe,” Beaver adds.

Verint is also able to move and adapt at speed with Amazon Bedrock’s marketplace of foundation models. Beaver explains, “The large model selection available, as well as Amazon Bedrock’s ability to import our own models and run them on its managed platform, has allowed us to shift the majority of our LLM workloads onto Amazon Bedrock, and we’ve seen cost savings of nearly 60 percent.” Plus, with access to AWS resources and vendors through AWS Global Passport, Verint can easily connect with potential partners, giving the business a stronger competitive advantage.

The next step of Verint’s business roadmap is introducing more customizations and advanced models. This will bring further complexity but, with AWS, Verint is prepared for the next stage of innovation. With a strong and flexible partner, Verint feels confident that it can move faster, expand into even more regions, and continue to build cutting-edge solutions for its customers’ biggest challenges.

Beaver adds, “Six months from now, I’m sure we’ll be looking into solutions that we never anticipated seeing. That rapid innovation in generative AI is something that we’ve never experienced before in previous iterations of technology.”