June 24, 2026
Agent Factory Is Verint’s Bid to Move AI From Demo to Production
Verint wants to close the distance between AI that works in a demo and AI that works in daily operations. At its Engage 2026 event, the company introduced Verint Agent Factory, an orchestration environment for building, running and managing teams of human and AI agents inside customer experience workflows.
Plenty of companies have run AI pilots, but far fewer have moved those pilots into production. Teams often end up stitching together separate tools, juggling disconnected systems and struggling to connect AI agents to the workflows and people who give them value. Verint says Agent Factory removes that friction with a composable setup for coordinating agentic AI across CX Automation workflows.
With 91% of customer service leaders reporting pressure from executives to put AI to work in 2026, running an AI tool across live operations is a whole separate problem.
From Pilots to a Working Line
Agent Factory groups several functions under one roof. Companies get prebuilt agents for common CX tasks, along with tools to create their own agentic AI agents, connect them to workflows and add human handoffs where needed. A central control panel lets teams manage, update and govern prompts across every agent and application. The environment also offers access to leading AI models, including support for organisations that want to bring their own.
Another key part of the design is keeping people involved. Routine work can go to AI agents, while harder cases route to humans. This matches where the market expects agentic AI to land. Gartner has predicted that agentic AI will resolve 80 percent of routine customer service issues on its own by 2029, yet complex or emotionally charged situations will still need a human.
“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’s own agents and route work to humans when needed, he said. The result, according to Meritt, is a more coordinated workforce focused on measurable outcomes rather than features that only look good in a demo.
Governance Built In
Agent Factory connects across the Verint CX Automation Platform, with governance controls meant to support safe adoption of agentic AI at enterprise scale. Companies can start with a single use case and expand over time, which supports faster deployment.
Verint expects the tool to deliver faster CSAT improvement, lower operating costs, stronger compliance and agentic AI deployments measured in weeks rather than months.
The launch lands as Verint, now owned by Thoma Bravo following its acquisition late last year and merged with Calabrio, leans further into AI-led CX automation as its main growth engine. The real test for Agent Factory, and for rivals making similar moves, is whether enterprises can turn coordinated human and AI teams into results they can count.
