Verizon is teaming up with Google Cloud on a pilot to provide customers with what it hopes will be a more natural and streamlined digital experience. Verizon wants conversational artificial intelligence (AI) to help customer care agents respond to customer queries, as well as help consumers directly.
The goal of the pilot with Google Cloud Contact Center AI technology is to shorten wait call times, quicker resolutions, and improved outcomes. Whether through voice call or chat, customers will not need to go through menu prompts or option trees; they say or type their request, and the natural-language recognition feature finds the best way to help them.
“Verizon’s commitment to innovation extends to all aspects of the customer experience,” said Verizon Global CIO/SVP Shankar Arumugavelu. “These customer service enhancements, powered by the Verizon collaboration with Google Cloud, offer a faster and more personalized digital experience for our customers while empowering our customer support agents to provide a higher level of service.”
For live agent requests, the Contact Center AI Agent Assist feature offers Verizon’s customer care agents a real-time digital assistant that fetches relevant articles within the knowledge base. It also recommends personalized responses to agents at each turn of the conversation.
The machine learning model learns from millions of anonymized historical support logs about the type of questions customers ask and how they phrase their questions. It learns and evolves as new offers change or expand.
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